Overview
Position Title: Sales and Service Coordinator
Reports To: General Manager or Office Manager
Status: Full-time
Location Name: Midland Air Service Experts Heating and Air
Location Address: 714 S Lake Dr Suite 100, Lexington, SC 29072
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 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.
Responsibilities
* Effectively and courteously communicates with customers to schedule service/maintenance/sales calls; gather information on the customer's current systems and needs; ensure the decision maker is present at the time of the call.
* Call customers to remind them of upcoming appointments, inform of changes in arrival times, and schedule service/maintenance calls.
* Plan and route technicians to service calls based on availability, skill sets, customer equipment, needs, geography, and system data; schedule Residential Sales Consultants as needed for upgrades.
* Maintain capacity planning by filling appointment gaps due to cancellations/rescheduling; update Dispatch Board and STARS modules as required.
* Respond to service technicians' requests promptly; represent the company professionally and ethically.
* Confirm customer appointments and coordinate with next customers and technicians as needed.
* Identify issues affecting productivity; inform leadership of issues requiring attention.
* Receive and enter lead information; document sales appointment details and update as necessary.
* Explain financing options when appropriate and assist with financing forms; ensure forms are sent to the vendor.
* Dispatch Residential Sales Consultants via CAD and update capacity in call center portal; create and manage Q-Tickets in STARS.
* Record sale details, schedule follow-up referrals, and collect customer feedback post-installation.
* Document issues from scheduling problems or customer complaints and coordinate resolution; keep the Area Sales Manager informed.
* Prepare and distribute daily sales reports; review reports for errors and update as needed; track activities for contests/events as required.
* Perform similar/other duties as needed or assigned.
Qualifications
* High school diploma or equivalent; experience in customer service or a customer-facing environment. Dispatching experience is desirable.
* Experience with computers and administrative office systems; AS400 experience desirable.
* Ability to multi-task in a fast-paced environment; capacity to switch between tasks without loss of efficiency.
* Excellent customer-service, communication, and interpersonal skills; ability to interact with a diverse customer population.
* Ability to work both in a team and independently; effective radio/pager communication skills; knowledge of local geography.
* Strong decision-making following established guidelines; good organizational and time-management skills; ability to prioritize based on service demands.
* Understanding or knowledge of the HVAC/Refrigeration industry is a plus.
What We Offer
Service Experts offers a comprehensive benefits package including:
* Competitive pay with incentive opportunities
* Paid time off and company holiday pay
* Medical, dental, and vision insurance
* 401(k) retirement savings plan with company matching
* Life and disability insurance options
* Supplemental benefit programs
* World-class training through Experts University
* Career development opportunities
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.
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Note: The description above is not intended to be a complete list of responsibilities, duties, or qualifications and may be updated at any time in accordance with the needs of Service Experts.
EEO and Accessibility: Service Experts is an equal opportunity employer and will provide reasonable accommodation upon request for individuals to participate in the application and hiring process. To request an accommodation, please email talentacquisition@serviceexperts.com
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