Sales Operations Coordinator lll

2220 Engineering Excellence National Account; Cincinnati (OH); On-site; USD 48,000 - 64,000; Full time

Benefits offered by this job

Competitive pay

Paid time off

Insurance

401(k) retirement

Career development

Job summary

Engineering Excellence seeks a Sales Operations Coordinator III to support the Sales Operations team by analyzing customer issues, scheduling service and sales calls, and coordinating technician routing. You will maintain the dispatch board, enter lead details, and help optimize capacity planning across the center.

The role requires a high school diploma with 4+ years in customer service; strong communication and multitasking abilities; and familiarity with AS400 or related systems is desirable.

Qualifications

• High school diploma or equivalent; 4+ years in customer service.
• Experience dispatching is desirable.
• Proficient with computers and related office systems.
• Ability to multi-task in a fast-paced environment.

Responsibilities

• Analyze, diagnose, and resolve customer problems courteously and promptly.
• Schedule service/maintenance/sales calls and gather customer information.
• Plan and route technicians based on availability, skills, location.
• Enter and update sales appointments and leads in the dispatch system.
• Communicate with customers to confirm appointments and inform on changes.
• Provide post-call follow-up and collect feedback.
• Maintain capacity planning and update related modules.

Skills

Customer service

Communication skills

Interpersonal skills

Multi-tasking

Time management

Radio communication techniques

Education

High School Diploma/GED

Tools

AS400

Service Titan

Job description

Welcome! The Sales Operations Coordinator III applies general knowledge to assist with moderately complex projects and assignments within the Sales Operations family. Works under general supervision.

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 Service Titan 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 DistributionPolicy.
• 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 Service Titan 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

Desired Skills and Qualifications:

High school diploma or equivalent with 4+ 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.

What Do We Offer You as a Service Experts 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
• Minimum Experience: 4+ years
• Minimum Education: High School Diploma/GED

Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws.

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 Engineering Excellence. Engineering Excellence 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 [e-mail]

Company Home

Hello, Future Team Members! Welcome to our employment portal, the ultimate destination for reviewing our current job listings and submitting your applications online.

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 the training, support and an opportunity for unlimited professional growth.

Our History Is Not Only About Our Past, But Our Future Founded in 1979, Engineering Excellence was built on a mission to deliver exceptional HVAC-R solutions and unmatched customer service to commercial clients across the United States.

Over 40 years later, that mission remains at the heart of everything we do.

We are proud to foster lasting partnerships with both national and local customers, as well as our trusted service providers.

Today, we support over 16,000 sites across North America, offering a comprehensive range of services including Preventive Maintenance, Emergency HVAC Services, Unit Replacements, and more.

As our customers grow, so do we.

With continued consolidations Engineering Excellence expands our service areas and service offerings across the US.

Each local office provides their expertise to our national customers and focuses on their local communities.