Sales and Service Coordinator
Company: Knochelmann
Location: Cincinnati
Posted on: May 4, 2024
Job Description:
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 Dr. STE C, Sharonville, OH 45241Pay: $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 employees. We provide our employees with
training, support and an opportunity for unlimited professional
growth. Join 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 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. What 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 needs. Following is a summary of the many
benefits that could be available to you as a Service Experts valued
employee.
- Competitive 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 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 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 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 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 system. Based on the scheduled installation time,
schedules follow-up referral call.
- After installation, calls customer to schedule/confirm the
Residential Sales Consultant follow-up referral visit. After 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 manner.
- Assigns 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
issue. Maintains communication with the customer to ensure that the
problem/issue is resolved to the customer s satisfaction.
- Keeps 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 systems. As
needed/required, tracks activities for center or region-specific
contests/events and to distribute relevant information to
Residential Sales Consultants, Sales Managers, and others.
- Performs similar/other duties as needed or assigned
Qualifications:
- High school diploma or equivalent with 2 years experience
working in customer service or another customer-facing environment.
Prior experience dispatching is desirable.
- Experience or training in the use of computers and related
systems in an administrative office environment. Prior experience
with an AS400 system desirable.
- Must be able to multi-task and work effectively in a fast-paced
and constantly changing work environment. Must be comfortable
switching rapidly between tasks with no loss in efficiency and
effectiveness.
- Excellent 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
manner. Ability to communicate with a diverse customer
population.
- Ability 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 skills. Must 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 performed. They are not
intended to be an exhaustive list of all responsibilities, duties
and skills required of personnel so classified. The 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 Experts.Service 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 process. To request an
accommodation, please email ...@serviceexperts.comService 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 law.The 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 Experts. Associated topics: casualty, insurer, insurance,
insurance field, insurance sales agent, life, life insurance, life
insurance agent, medicare, medicare solution
Keywords: Knochelmann, Covington , Sales and Service Coordinator, Sales , Cincinnati, Kentucky
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