Sales and Service Coordinator
Company: Pardee
Location: North Charleston
Posted on: May 4, 2024
Job Description:
Position Title: Sales and Service Coordinator Reports To:
General Manager, Sales Manager, Operations Manager, or Office
Manager Status: Full-time, Regular position Category: Location
Name: Pardee Service Experts Heating and Air Location Address: 1952
Belgrade Ave. Charleston, SC 29407Pay: $18.00 - $23.00 an hour DOE
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
- Career Development opportunities 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. When applicable, schedules Residential Sales Consultant to
meet with technician at the customer s home whose equipment is
older for upgrade opportunity.
- 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. Informs General
Manager and/or operations/office manager of
issues/problems/concerns requiring their attention and action.
- 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. Updates sale appointment details in system(s) as
necessary due to appointment cancellations/rescheduling.
- 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. Ensure completed
financing forms are sent to the financing vendor.
- Calls the customer to confirm to customer 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. Utilizes the
computer-aided dispatch system to dispatch Residential Sales
Consultants to sales calls. Updates the Residential Sales
Consultant capacity in the Support Center portal to ensure
up-to-date information on sales staff availability.
- 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. Based on the scheduled installation time,
schedules follow-up referral call.
- After installation, calls customer to schedule/confirm the
Residential Sales Consultant follow-up referral visit. After the
follow-up visit by the Residential Sales Consultant, call customer
to obtain feedback on the follow-up call and to ensure any customer
requests are handled appropriately and in a timely manner.
- Assigns and coordinates technicians and Residential Sales
Consultants to support activity model
- Debriefs all Residential Sales Consultants and updates lead
information
- When notified by the Support Center or the customer of a
scheduling issue, missed appointment, or customer complaint on the
sales appointment, documents the issues and communicates with
appropriate co-workers or management to resolve the problem or
issue. Maintains communication with the customer to ensure that the
problem/issue is resolved to the customer s satisfaction.
- Keeps the General Manager or Sales Manager abreast of issues,
problems, and other pertinent information
- 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
- As requested/required, generates reports from systems. As
needed/required, tracks activities for center or region-specific
contests/events and to distribute relevant information to
Residential Sales Consultants, Sales Managers, and others.
- Performs similar/other duties as needed or assigned
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. Prior experience
with an AS400 system desirable.
- Must be able to multi-task and work effectively in a fast-paced
and constantly changing work environment. Must be comfortable
switching rapidly between tasks with no loss in efficiency and
effectiveness.
- Excellent customer service, communication, and interpersonal
skills
- Effective communication skills to communicate with customer and
to resolve customer issues, complaints, or concerns
- Ability to effectively communicate with co-workers and
customers in a pleasant, business-like, and customer-focused
manner. Ability to communicate with a diverse customer
population.
- Ability to work effectively in both a team and an independent
environment
- Ability to learn and to practice proper radio-communication
techniques and to utilize pager systems
- Knowledge of, or ability to learn, local geographical areas
(streets, highways, cities, and towns)
- Ability to make decisions based on established guidelines and
procedures
- Effective organizational and time-management skills. Must be
able to prioritize work based on service demands
- An understanding and knowledge of the HVAC/Refrigeration
Industry is an asset Associated topics: aflac, casualty, insurance,
insurance agent, insurance sales agent, life, life insurance, life
insurance sales, medicare, medicare solution
Keywords: Pardee, Summerville , Sales and Service Coordinator, Sales , North Charleston, South Carolina
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