Sales and Service Coordinator C212 Cook-Elkhart

Reports To:

Sales Manager, Operations Manager, or General Manager

Full-time, Regular position

BW/Cook – 12746 McKinley Hwy, Mishawaka, IN 46545

Support the Sales Team, Service Technicians, Maintenance Technicians, and Installers by maintaining accurate data in the appropriate systems, communicating with customers regarding scheduled calls and follow-up visits, and efficiently planning and routing technicians and Residential Sales Consultants. Work is performed under general direction in a fast‑paced, constantly changing environment.

• Analyze, diagnose, and resolve customer problems in a courteous, professional, timely, and accurate manner.
• Communicate with customers to schedule service/maintenance/sales calls, ensuring the decision‑maker is present.
• Call customers to remind them of upcoming appointments, inform them of any changes, and reschedule as needed.
• Plan and route technicians based on availability, skill sets, equipment needs, geography, and capacity planning data.
• Maintain the capacity planner and proactively fill gaps caused by cancellations or rescheduling to maximize capacity use.
• Keep the Sales Dispatch Board and other STARS modules updated.
• Respond promptly to technician requests by radio or telephone, representing the company professionally.
• Confirm appointments with next customers and page calls to assigned technicians.
• Identify and report productivity issues to General Manager or operations/office manager.
• Receive customer lead information, enter sales appointment details into the system, and update details as appointments change.
• Explain financing options, gather information, and send completed financing forms to the vendor.
• Assign sales leads to Residential Sales Consultants per company Lead Distribution Policy and update the Support Center portal.
• Create Q‑Tickets in STARS to document customer information before sales calls.
• Document post‑sales information and schedule follow‑up referral calls or visits.
• Debrief and update lead information for all Residential Sales Consultants.
• Resolve scheduling or complaint issues, maintaining communication with customers until satisfaction.
• Inform General Manager or Sales Manager of pertinent information and issues.
• Distribute the Daily Sales report, correct errors, and update lead information.
• Generate required reports and track activity for contests/events.
• Perform other duties as assigned.

• High school diploma or equivalent with 2+ years of customer‑service experience; prior dispatching experience desirable.
• Experience with computer systems in an administrative environment; AS400 experience desirable.
• Ability to multitask and work efficiently in a fast‑changing environment.
• Excellent customer service, communication, and interpersonal skills.
• Strong communication skills for resolving customer issues, complaints, and concerns.
• Proficiency in radio‑communication and pager systems.
• Knowledge of local geography (streets, highways, cities, towns).
• Decision‑making ability based on established guidelines.
• Effective organizational and time‑management skills; prioritize by service demands.
• Understanding or willingness to learn HVAC/Refrigeration industry knowledge.

• Competitive pay with incentive opportunities
• Paid Time Off and Company Holiday Pay
• Medical/Dental/Vision insurance programs
• 401(k) retirement savings plan with company matching
• Life insurance, including options for family
• Short‑term and long‑term disability insurance
• Supplemental benefits: legal advice, pet insurance, health advocacy programs
• World‑class training opportunities through Experts University

Service Experts Heating & Air Conditioning is an equal‑opportunity employer. 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. We are committed to making our workplace accessible to individuals with disabilities and will provide reasonable accommodations, upon request, for the application and hiring process.