Sales Operations Coordinator II C004 Coastal Air

Overview

Reports To: Sales Manager or General Manager

Status: Full-time, Regular position

Category: Sales

Location: Coastal Air Service Experts Heating and Air, 79 Columbia Dr #105, Pooler, GA 31322

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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!

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.

• 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 RSC 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 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 regarding technician and call-center productivity; informs General Manager and/or operations/office manager as needed.
• Receives customer lead information and enters sales appointment details into appropriate systems; updates details as necessary due to cancellations/rescheduling.
• Prior to or after the sales call, may explain financing options and gather customer information to complete financing forms or assist in completing forms. Ensures completed financing forms are sent to the financing vendor.
• Calls customers to confirm arrival times and updates scheduling boards. Performs outbound calls to convert identified leads to scheduled sales calls as needed.
• Assigns sales leads to Residential Sales Consultants in accordance with company Lead Distribution Policy; uses CAD to dispatch; maintains capacity information in the call center portal.
• Creates the Q-Ticket in STARS to document customer information and to create placeholders on the Sales Dispatch Board. Documents sale details after the sales call and schedules follow-up referrals as needed.
• After installation, follows up with customers to schedule/confirm Residential Sales Consultant follow-up visits and gathers feedback to ensure customer satisfaction.
• Maintains communication with customers to resolve problems and informs Areas Sales Manager of issues. Produces and distributes Daily Sales reports and tracks activities as required.
• Performs similar/other duties as needed or assigned.

• High…