Sales Operations Coordinator I

Welcome! 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.

Location Address: 11935 Tramway Dr Ste C, Sharonville, OH 45241

• Generous PTO provided 24 paid days off within your first year of employment (vacation, personal holidays, & national holidays)
• 29 paid days off after your 2nd year of employment
• We have ample advancement and career-growth opportunities available across the U.S.
• Hold on to your more of your paycheck with Company-sponsored Medical, Dental, and Vision Insurance programs
• Best-in-class 401(k) Retirement Savings Plan with attractive company matching contributions
• Company-paid employee Life Insurance with options for YOU and your Family!
• Short-term and Long-term disability insurance options that will protect you and your family if you are unable to work
• Supplemental benefit programs such as:
  Legal advice, pet insurance, and health advocacy programs

• 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…