Sales and Service Coordinator
Overview 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:
Knochelmann Service Experts Heating and Air Location Address:
11935 Tramway DrSTE C, Sharonville, OH 45241 Pay:
$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 employeesWe provide our employees with training, support and an opportunity for unlimited professional growthJoin 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 visitsWorks closely and cooperatively with both sales and center staffCommunicates with the customer to ensure the customer is informed of scheduled appointments, to respond to inquiries, and to help to resolve issues and problemsEfficiently plans and routes the most-appropriate technicians and Residential Sales ConsultantsWork is performed, under general direction, in accordance with established processes and procedures in a fast-paced, constantly changing environmentWhat 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 needsFollowing is a summary of the many benefits that could be available to you as a Service Experts valued employeeCompetitive 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 Service Experts Heating & Air Conditioning is an equal opportunity employer and 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 lawResponsibilities Key
Responsibilities:
Analyzes, diagnoses, and resolves customer problems in a courteous, professional, timely, and accurate mannerIdentifies potential problems to prevent premature and unexpected breakdowns or callbacksEffectively 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 BoardWhen applicable, schedules Residential Sales Consultant to meet with technician at the customer's home whose equipment is older for upgrade opportunityEnsures 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 CenterInforms General Manager and/or operations/office manager of issues/problems/concerns requiring their attention and actionReceives customer lead information from the technicians, the Support Center, marketing efforts, and directly from the customerEnters sales appointment details into appropriate system(s) to document leadUpdates sale appointment details in system(s) as necessary due to appointment cancellations/reschedulingPrior to or after the sales call, may explain financing options and gather customer information to complete financing forms or assist customer in completing financing formsEnsure completed financing forms are sent to the financing vendorCalls the customer to confirm to customer the arrival time of the Residential Sales ConsultantEnters appropriate scheduling information on the Sales Dispatch BoardAs 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 callAssigns sales leads to Residential Sales Consultants in accordance with the company Lead Distribution PolicyUtilizes the computer-aided dispatch system to dispatch Residential Sales Consultants to sales callsUpdates the Residential Sales Consultant capacity in the Support Center portal to ensure up-to-date information on sales staff availabilityCreates 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 systemBased on the scheduled installation time, schedules follow-up referral callAfter installation, calls customer to schedule/confirm the Residential Sales Consultant follow-up referral visitAfter 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 mannerAssigns 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 issueMaintains communication with the customer to ensure that the problem/issue is resolved to the customer's satisfactionKeeps 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 systemsAs needed/required, tracks activities for center or region-specific contests/events and to distribute relevant information to Residential Sales Consultants, Sales Managers, and othersPerforms similar/other duties as needed or assigned Qualifications
Qualifications:
High school diploma or equivalent with 2 years' experience working in customer service or another customer-facing environmentPrior experience dispatching is desirableExperience or training in the use of computers and related systems in an administrative office environmentPrior experience with an AS400 system desirableMust be able to multi-task and work effectively in a fast-paced and constantly changing work environmentMust be comfortable switching rapidly between tasks with no loss in efficiency and effectivenessExcellent 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 mannerAbility to communicate with a diverse customer populationAbility 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 skillsMust be able to prioritize work based on service demands An understanding and knowledge of the HVAC/Refrigeration Industry is an asset The above statements are intended to describe the general nature and level of work being performedThey are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel so classifiedThe job description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of Service ExpertsService Experts is committed to making our workplace accessible to individuals with disabilities and will provide reasonable accommodations, upon request, for individuals to participate in the application and hiring processTo request an accommodation, please email email protected Service Experts Heating & Air Conditioning is an equal opportunity employer and 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 lawThe job description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of Service ExpertsService Experts is committed to making our workplace accessible to individuals with disabilities and will provide reasonable accommodations, upon request, for individuals to participate in the application and hiring processTo request an accommodation, please email email protected s:
High school diploma or equivalent with 2 years' experience working in customer service or another customer-facing environmentPrior experience dispatching is desirableExperience or training in the use of computers and related systems in an administrative office environmentPrior experience with an AS400 system desirableMust be able to multi-task and work effectively in a fast-paced and constantly changing work environmentMust be comfortable switching rapidly between tasks with no loss in efficiency and effectivenessExcellent 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 mannerAbility to communicate with a diverse customer populationAbility 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 skillsMust be able to prioritize work based on service demands An understanding and knowledge of the HVAC/Refrigeration Industry is an asset The above statements are intended to describe the general nature and level of work being performedThey are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel so classifiedThe job description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of Service ExpertsService Experts is committed to making our workplace accessible to individuals with disabilities and will provide reasonable accommodations, upon request, for individuals to participate in the application and hiring processTo request an accommodation, please email email protected Service Experts Heating & Air Conditioning is an equal opportunity employer and 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 lawThe job description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of Service ExpertsService Experts is committed to making our workplace accessible to individuals with disabilities and will provide reasonable accommodations, upon request, for individuals to participate in the application and hiring processTo request an accommodation, please email email protected Recommended Skills Customer Service Problem Solving Customer Relationship Management Customer Billing Communications Telephone Skills Apply to this job.
Think you're the perfect candidate? Apply on company site $('.
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on('click', function (event) window.
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open('/interstitial?jobdid=j3w87p6g1phn6wbmlpb', 'ExternalApply-j3w87p6g1phn6wbmlpb'); ); Estimated Salary: $20 to $28 per hour based on qualifications.
Sales and Service Coordinator Reports To:
General Manager, Sales Manager, Operations Manager, or Office Manager Status:
Full-time, Regular position Category:
Location Name:
Knochelmann Service Experts Heating and Air Location Address:
11935 Tramway DrSTE C, Sharonville, OH 45241 Pay:
$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 employeesWe provide our employees with training, support and an opportunity for unlimited professional growthJoin 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 visitsWorks closely and cooperatively with both sales and center staffCommunicates with the customer to ensure the customer is informed of scheduled appointments, to respond to inquiries, and to help to resolve issues and problemsEfficiently plans and routes the most-appropriate technicians and Residential Sales ConsultantsWork is performed, under general direction, in accordance with established processes and procedures in a fast-paced, constantly changing environmentWhat 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 needsFollowing is a summary of the many benefits that could be available to you as a Service Experts valued employeeCompetitive 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 Service Experts Heating & Air Conditioning is an equal opportunity employer and 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 lawResponsibilities Key
Responsibilities:
Analyzes, diagnoses, and resolves customer problems in a courteous, professional, timely, and accurate mannerIdentifies potential problems to prevent premature and unexpected breakdowns or callbacksEffectively 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 BoardWhen applicable, schedules Residential Sales Consultant to meet with technician at the customer's home whose equipment is older for upgrade opportunityEnsures 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 CenterInforms General Manager and/or operations/office manager of issues/problems/concerns requiring their attention and actionReceives customer lead information from the technicians, the Support Center, marketing efforts, and directly from the customerEnters sales appointment details into appropriate system(s) to document leadUpdates sale appointment details in system(s) as necessary due to appointment cancellations/reschedulingPrior to or after the sales call, may explain financing options and gather customer information to complete financing forms or assist customer in completing financing formsEnsure completed financing forms are sent to the financing vendorCalls the customer to confirm to customer the arrival time of the Residential Sales ConsultantEnters appropriate scheduling information on the Sales Dispatch BoardAs 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 callAssigns sales leads to Residential Sales Consultants in accordance with the company Lead Distribution PolicyUtilizes the computer-aided dispatch system to dispatch Residential Sales Consultants to sales callsUpdates the Residential Sales Consultant capacity in the Support Center portal to ensure up-to-date information on sales staff availabilityCreates 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 systemBased on the scheduled installation time, schedules follow-up referral callAfter installation, calls customer to schedule/confirm the Residential Sales Consultant follow-up referral visitAfter 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 mannerAssigns 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 issueMaintains communication with the customer to ensure that the problem/issue is resolved to the customer's satisfactionKeeps 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 systemsAs needed/required, tracks activities for center or region-specific contests/events and to distribute relevant information to Residential Sales Consultants, Sales Managers, and othersPerforms similar/other duties as needed or assigned Qualifications
Qualifications:
High school diploma or equivalent with 2 years' experience working in customer service or another customer-facing environmentPrior experience dispatching is desirableExperience or training in the use of computers and related systems in an administrative office environmentPrior experience with an AS400 system desirableMust be able to multi-task and work effectively in a fast-paced and constantly changing work environmentMust be comfortable switching rapidly between tasks with no loss in efficiency and effectivenessExcellent 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 mannerAbility to communicate with a diverse customer populationAbility 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 skillsMust be able to prioritize work based on service demands An understanding and knowledge of the HVAC/Refrigeration Industry is an asset The above statements are intended to describe the general nature and level of work being performedThey are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel so classifiedThe job description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of Service ExpertsService Experts is committed to making our workplace accessible to individuals with disabilities and will provide reasonable accommodations, upon request, for individuals to participate in the application and hiring processTo request an accommodation, please email email protected Service Experts Heating & Air Conditioning is an equal opportunity employer and 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 lawThe job description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of Service ExpertsService Experts is committed to making our workplace accessible to individuals with disabilities and will provide reasonable accommodations, upon request, for individuals to participate in the application and hiring processTo request an accommodation, please email email protected s:
High school diploma or equivalent with 2 years' experience working in customer service or another customer-facing environmentPrior experience dispatching is desirableExperience or training in the use of computers and related systems in an administrative office environmentPrior experience with an AS400 system desirableMust be able to multi-task and work effectively in a fast-paced and constantly changing work environmentMust be comfortable switching rapidly between tasks with no loss in efficiency and effectivenessExcellent 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 mannerAbility to communicate with a diverse customer populationAbility 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 skillsMust be able to prioritize work based on service demands An understanding and knowledge of the HVAC/Refrigeration Industry is an asset The above statements are intended to describe the general nature and level of work being performedThey are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel so classifiedThe job description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of Service ExpertsService Experts is committed to making our workplace accessible to individuals with disabilities and will provide reasonable accommodations, upon request, for individuals to participate in the application and hiring processTo request an accommodation, please email email protected Service Experts Heating & Air Conditioning is an equal opportunity employer and 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 lawThe job description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of Service ExpertsService Experts is committed to making our workplace accessible to individuals with disabilities and will provide reasonable accommodations, upon request, for individuals to participate in the application and hiring processTo request an accommodation, please email email protected Recommended Skills Customer Service Problem Solving Customer Relationship Management Customer Billing Communications Telephone Skills Apply to this job.
Think you're the perfect candidate? Apply on company site $('.
external-apply-email-saved').
on('click', function (event) window.
ExternalApply = window.
open('/interstitial?jobdid=j3w87p6g1phn6wbmlpb', 'ExternalApply-j3w87p6g1phn6wbmlpb'); ); Estimated Salary: $20 to $28 per hour based on qualifications.
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