Sales Operations Coordinator lll

Welcome!

The Sales Operations Coordinator III applies general knowledge to assist with moderately complex projects and assignments within the Sales Operations family. Works under general supervision.

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 Service Titan 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 Service Titan 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…