Sales Operations Coordinator III

Service Experts Heating & Air Conditioning • Daytona Beach, FL

1d

About The Position

The Sales Operations Coordinator III applies general knowledge to assist with moderately complex projects and assignments within Sales Operations and works under general supervision. The role coordinates customer service and sales appointments, dispatches technicians and Residential Sales Consultants, maintains scheduling and dispatch systems, supports lead and sales documentation, and helps resolve customer and operational issues. The position also prepares reports, communicates with customers and coworkers, and performs similar or other duties as needed or assigned.

Requirements

• High school diploma or equivalent.
• At least 4 years of experience in customer service or another customer-facing environment.
• Experience or training using computers and related systems in an administrative office environment.
• Ability to multitask and work effectively in a fast-paced, constantly changing environment, switching rapidly between tasks without loss of efficiency or effectiveness.
• Excellent customer service, communication, and interpersonal skills.
• Ability to communicate effectively with customers to resolve issues, complaints, or concerns.
• Ability to communicate pleasantly, professionally, and in a customer-focused manner with coworkers and customers, including a diverse customer population.
• Ability to work effectively both independently and as part of a team.
• Ability to learn and practice proper radio communication techniques and use pager systems.
• Knowledge of, or ability to learn, local streets, highways, cities, and towns.
• Ability to make decisions based on established guidelines and procedures.
• Effective organizational and time-management skills, including prioritizing work based on service demands.

Nice To Haves

• Prior dispatching experience.
• Prior experience with an AS400 system.
• Knowledge or understanding of the HVAC/Refrigeration Industry.

Responsibilities

• Analyze, diagnose, and resolve customer problems in a courteous, professional, timely, and accurate manner; identify potential problems to prevent breakdowns or callbacks.
• Communicate with customers to schedule service, maintenance, and sales calls; gather information about their systems and needs; and ensure decision makers are present for appointments.
• Remind customers of upcoming appointments, communicate changes to technician or installer arrival times, and schedule service or maintenance calls.
• Plan and route technicians based on availability, skill sets, customer equipment and needs, geography, and information in the Capacity Planning System and Dispatch Board.
• When applicable, schedule a Residential Sales Consultant to meet a technician at a customer's home when older equipment presents an upgrade opportunity.
• Maintain the capacity planner and fill appointment gaps caused by cancellations or rescheduling to maximize capacity.
• Update the Sales Dispatch Board and related STARS modules as required.
• Respond promptly to service technicians' requests by radio and telephone; confirm appointments with upcoming customers and page assigned technicians.
• Identify productivity issues involving technicians or the Support Center, and inform the General Manager and/or operations or office manager of issues requiring attention.
• Receive customer leads from technicians, the Support Center, marketing efforts, and customers; enter and update sales appointment details in the appropriate systems.
• Explain financing options when applicable, gather customer information for financing forms or assist customers in completing forms, and send completed forms to the financing vendor.
• Confirm the Residential Sales Consultant's arrival time with customers and enter scheduling information on the Sales Dispatch Board.
• Make outbound calls to leads who have not scheduled a sales call in order to attempt to arrange an appointment.
• Assign sales leads to Residential Sales Consultants according to the company Lead Distribution Policy; dispatch consultants using the computer-aided dispatch system; and update consultant availability in the Support Center portal.
• Create Q-Tickets in STARS to document customer information and create placeholders on the Sales Dispatch Board.
• Gather sales-call results from Residential Sales Consultants and enter sale or quote details into the sales tracking system.
• Schedule follow-up referral calls based on installation timing; contact customers to schedule or confirm follow-up visits and obtain feedback afterward; ensure customer requests are handled promptly.
• Assign and coordinate technicians and Residential Sales Consultants to support the activity model; debrief Residential Sales Consultants and update lead information.
• Document and coordinate resolution of sales appointment scheduling issues, missed appointments, or customer complaints, maintaining customer communication until resolved to the customer's satisfaction.
• Keep the General Manager or Sales Manager informed of issues, problems, and other pertinent information.
• Complete and distribute the Daily Sales report; review sales reports for errors or omissions, enter corrections, update lead errors, and check the Web Portal for messages.
• Generate reports as requested or required and, when needed, track center- or region-specific contests or events and distribute relevant information.
• Represent the company professionally, honestly, and ethically in business matters and concerns; perform similar or other duties as needed or assigned.

Benefits

• Competitive pay, including incentive opportunities for many positions.
• Paid time off and company holiday pay.
• Medical, dental, and vision insurance programs.
• 401(k) retirement savings plan with company-matching contributions.
• Life insurance, with options available for family coverage.
• Short-term and long-term disability insurance options.
• Supplemental benefit programs, including legal advice, pet insurance, and health advocacy programs.
• Training opportunities through Experts University.
• Career development opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED