Location: Komfort Air, Charlotte, NC, 28273
Position Title: Sales and Service Coordinator
Reports To: General Manager, Sales Manager, Operations Manager, or Office Manager
Status: Full-time, Regular position
Join the team of experts and realize your true potential!
Why You Should Join the Service Experts Team?
Our team consists of the very best; we believe in doing what is right for our customers and our employees. We provide our employees with training, support and an opportunity for unlimited professional growth. Join us and become an EXPERT!
Position Summary:
Responsible for supporting the Sales Team, Service Technicians, Maintenance Technicians, and Installers by maintaining accurate data in the appropriate systems, communicating with the customer regarding scheduled calls and follow-up visits. Works closely and cooperatively with both sales and center staff. Communicates with the customer to ensure the customer is informed of scheduled appointments, to respond to inquiries, and to help to resolve issues and problems. Efficiently plans and routes the most-appropriate technicians and Residential Sales Consultants. Work is performed, under general direction, in accordance with established processes and procedures in a fast-paced, constantly changing environment.
What Do We Offer You as a Service Experts Employee?
Service Experts offers a comprehensive benefits package designed to support employees and their families in managing their health and wellness needs. Following is a summary of the many benefits that could be available to you as a Service Experts valued employee.
• Competitive Pay, including incentive opportunities for many positions
• Paid Time Off and Company Holiday Pay
• Medical /Dental /Vision Insurance programs
• 401(k) Retirement Savings Plan with company-matching contributions
• Life Insurance, for you and options you can elect for your family
• Short-term and Long-term disability insurance options, that protects you and your family if you are unable to work
• Supplemental benefit programs such as: Legal advice, pet insurance, health advocacy programs
• World Class Training opportunities through our Experts University
Key Responsibilities:
• Analyzes, diagnoses, and resolves customer problems in a courteous, professional, timely, and accurate manner. Identifies potential problems to prevent premature and unexpected breakdowns or callbacks.
• Effectively and courteously communicates with customer in order to schedule service / maintenance / sales call while gathering information on the customer’s current systems and needs as well as ensuring that the decision maker is present at the time of the call.
• Responsible for calling customers to remind them of the upcoming scheduled appointment, to keep the customer informed on any changes in technician/installer arrival time, and to schedule service/maintenance calls.
• Efficiently and effectively plans and routes technicians to service calls based on technician availability and skill sets, customer equipment and needs, geographical location, and latest information in the Capacity Planning System and on the Dispatch Board.
• Ensures the capacity planner is maintained and proactively fills appointment gaps due to customer cancellations/rescheduling in order to maximize capacity planning.
• Ensures Sales Dispatch Board and other related modules in STARS are updated as required.
• Promptly responds to service technicians’ requests, both by radio and telephone. Represents the company professionally, honestly, and ethically in all business matters and concerns.
• Contacts next customers to confirm appointments and page calls to the assigned technicians.
• Identifies issues/problems/concerns regarding technician and support center productivity based on continual communication and working with technicians and the Support Center.
• Receives customer lead information from the technicians, the Support Center, marketing efforts, and directly from the customer. Enters sales appointment details into appropriate system(s) to document lead.
• Prior to or after the sales call, may explain financing options and gather customer information to complete financing forms or assist customer in completing financing forms.
• Calls the customer to confirm the arrival time of the Residential Sales Consultant. Enters appropriate scheduling information on the Sales Dispatch Board.
• As needed, performs outbound calls to customers who were identified as a lead but who did not schedule a sales call-in order to attempt to schedule the sales call.
• Assigns sales leads to Residential Sales Consultants in accordance with the company Lead Distribution Policy.
• Creates the quote ticket (Q-Ticket) in STARS to document customer information for the Residential Sales Consultant prior to the sales call and to create the placeholder on the Sales Dispatch Board.
• Gathers information from the Residential Sales Consultant after the sales call presentation to document the sale details (or what was quoted if no sale) and enters pertinent details into the sales tracking system.
• After installation, calls customer to schedule/confirm the Residential Sales Consultant follow-up referral visit.
• Assigns and coordinates technicians and Residential Sales Consultants to support activity model.
• Completes and distributes the Daily Sales report; reviews sales reports for errors/omissions and enters corrections in system(s); updates any lead errors; and checks Web Portal for messages.
Qualifications:
• High school diploma or equivalent with 2 years’ experience working in customer service or another customer-facing environment. Prior experience dispatching is desirable.
• Experience or training in the use of computers and related systems in an administrative office environment.
• Must be able to multi-task and work effectively in a fast-paced and constantly changing work environment.
• Excellent customer service, communication, and interpersonal skills.
• Ability to work effectively in both a team and an independent environment.
• Knowledge of, or ability to learn, local geographical areas (streets, highways, cities, and towns).
The above statements are intended to describe the general nature and level of work being performed. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel so classified.
Service Experts Heating & Air Conditioning is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
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