Sales Support Coordinator

Enercare Inc.; Toronto; On-site; CAD 30,000 - 43,000; Full time

Job summary

Enercare Inc. is seeking a Sales Support Coordinator to partner with field staff and customers, understand home comfort needs, and tailor product recommendations.

You will manage appointment bookings for Energy Management Consultants and be well-versed in Enercare's products and services. The role requires strong customer service skills, prior call centre or sales experience, and proficiency with MS Office, Excel, Outlook and Salesforce.

Qualifications

• Post-secondary education is an asset.
• Previous sales and/or call centre experience required.
• Strong computer skills with MS Office, Excel and Outlook; Salesforce experience helpful.
• Ability to multi task in a fast-paced environment while speaking on the phone.

Responsibilities

• Manage incoming customer requests for residential HVAC products, duct cleaning, protection plans, water treatment and energy assessments driven by field activity.
• Upsell Enercare products and services where appropriate.
• Achieve personal and shared KPIs including sales conversion targets, call quality and handle time.
• Follow communication scripts and create customer care cases as required by the business.
• Complete sales appointment data entry including scheduling and recording conversations in the CRM.
• Utilize geographic mapping systems when scheduling appointments.
• Provide service to Charged Up program call-in volume and follow up calls.
• Support department mailboxes and complete timely assignments.
• Assist with stimulus programs as required.
• Support District Sales Managers and Sales Support leadership with administrative tasks.
• Mentor new sales coordinators and call centre agents; build teamwork.
• Correct errors and send for coaching when needed.
• Outbound calling for various campaigns and follow-ups.
• Use knowledge databases to find information.

Skills

Multitasking

Organizational skills

Customer service

Communication skills

Self-starter

Education

Post-secondary education

Tools

MS Office

Excel

Outlook

Salesforce

Job description

Job Title: Sales Support Coordinator

Reporting To: Team Leader, Sales Support

Department:Sales Support

Location: High Meadow

File Number: 3755

Rate of Pay: $26.49 - As per collective agreement

Hours of work: 40 hours per week - Monday to Friday: 8:30am- 5:00pm

Sales Support Coordinators are customer service specialists with a primary focus to aid in the achievement of corporate sales goals. They are responsible for partnering with field staff and customers to better understand their home comfort requirements, while providing accurate product information and tailoring recommendations to the homeowner’s individual needs. Sales Support Coordinators maintain quality in all aspects of sales appointment booking for Energy Management Consultants and are well versed in all the products and services offered by the company. The ability to show flexibility and a strong sense of organization are a must as the representative will balance between a variety of call types and business demands.

Accountabilities:

• Management of incoming customer requests for residential HVAC products, duct cleaning, protection plans, water treatment and energy assessments driven by field channel activity
• Promoting best advice to all clients and positively positioning all Enercare's products and services looking for opportunities to upsell where appropriate
• Achievement of personal and shared key performance indicators including but not limited to sales conversion targets, call quality, average call handle time, service level and speed of answer requirements, tech lead participation
• Follow communication scripts and create customer care cases as required by the business
• Complete sales appointment data entry including opportunity creation, scheduling and record all conversations in our customer database in a comprehensible way
• Utilize geographic mapping systems and sales skill set documentation as needed when scheduling sales appointments
• Provide service to all Charged Up program call-in volume and follow up call backs
• Support department mailboxes and execute work assignments in a timely manner
• Be well versed in and support stimulus programs as required
• Assist District Sales Managers, Sales Effectiveness Leads, Sales Support Manager and all other lines of business as required while completing administrative tasks in a timely manner with high attention to detail
• Support peers and mentor new sales coordinators and call centre agents in a positive and supportive way building teamwork and contributing to business performance
• Correct errors including those made by call centre and send for coaching
• Outbound calling for a variety of reasons, i.e. EMC appointment rescheduling, survey follow ups re: EMC visits, Rental Conversion Burner project and various niche OB campaigns
• Utilize company’s knowledge databases to find information
• Aid in promoting and recognition for technician incentive contests
• Attend educational seminars to improve knowledge and performance level

Qualifications:

• Post-secondary education an asset
• Previous Sales and/or call centre experience required
• Strong computer skills and an intermediate level understanding of MS Office, Excel, and Outlook, Salesforce
• Capable to concurrently type and use various computer programs while carrying a conversation on the telephone
• Ability to effectively resolve customer complaints to the satisfaction of both customer and the company
• Competent working well under pressure and understanding business processes
• Ability to multi task in a fast-paced, pressure filled, team environment
• Strong organizational skills
• Self-starter
• Fluency in additional languages an asset

This position applies to UNIFOR Local 975.