Crawford Services, Inc.
Overview
Position Title: Sales and Service Coordinator Reports To: Manager Status: Regular - Full time Category: Commercial Location: TML Engineering Excellence-Service, 120 E 40th Street Boise, Idaho 83714 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. Responsibilities
Effectively and courteously communicates with customers to schedule service, maintenance, and sales calls; gather information on the customer’s current systems and needs; ensure that the decision maker is present during the call. Call customers to remind them of upcoming appointments, inform them of changes in technician/installer arrival time, and schedule service/maintenance calls. Plan and route technicians to service calls based on availability, skill sets, customer equipment and needs, geographical location, and latest information in planning systems and dispatch boards; schedule Residential Sales Consultants for upgrade opportunities when applicable. Maintain capacity planning; proactively fill appointment gaps due to cancellations/rescheduling to maximize capacity. Update Dispatch Board and related modules in STARS as required. Respond promptly to service technicians’ requests by radio and telephone; represent the company professionally, honestly, and ethically. Contact next customers to confirm appointments and page calls to technicians as needed. Identify issues regarding technician and call-center productivity; inform management of issues requiring action; communicate resolutions. Receive and enter customer lead information; document lead details in appropriate systems; update details for cancellations/rescheduling. Explain financing options prior to or after the sales call; assist with financing forms; ensure forms are sent to the financing vendor. Call customers to confirm arrival times and update scheduling information on the Sales Dispatch Board. Perform outbound calls to leads who did not schedule a sales call to attempt scheduling. Assign sales leads to Residential Sales Consultants per Lead Distribution Policy; dispatch consultants via computer-aided dispatch; maintain consultant capacity in the portal. Create the Q-Ticket (quote ticket) in STARS to document information for the Residential Sales Consultant prior to the sales call and place on the Sales Dispatch Board. Document sale details and quotes in the sales tracking system; schedule follow-up referral calls based on installation times. After installation, follow up with customers to schedule/confirm Residential Sales Consultant follow-up referrals; obtain feedback and address any requests promptly. Document scheduling issues, missed appointments, or complaints; coordinate with teammates or management to resolve problems; maintain customer satisfaction. Keep Area Sales Manager informed of issues and pertinent information. Prepare and distribute the Daily Sales report; review reports for errors; correct lead data; monitor Web Portal messages. Generate or track reports as requested; monitor activities for area contests/events and share information with Residential Sales Consultants, Area Sales Managers, and others. Perform other duties as needed or assigned. Qualifications
High school diploma or equivalent with experience in customer service or a customer-facing environment. Prior dispatching experience is desirable. Experience with computers and related systems in an administrative office environment; AS400 experience is desirable. Ability to multi-task in a fast-paced, changing environment and switch rapidly between tasks without loss of efficiency. Excellent customer service, communication, and interpersonal skills; ability to resolve customer issues effectively. Strong communication with coworkers and customers in a professional, customer-focused manner; ability to engage a diverse customer population. Ability to work well in both a team and independent environment. Ability to learn and apply proper radio-communication techniques and pager system usage. Knowledge of local geographical areas or ability to learn quickly. Decision-making based on established guidelines and procedures; strong organizational and time-management skills; ability to prioritize based on service demand. Understanding or knowledge of the HVAC/Refrigeration industry is an asset. What We Offer
Competitive pay with incentive opportunities Paid Time Off and Company Holiday Pay Medical, Dental, and Vision Insurance programs 401(k) Retirement Savings Plan with company matching contributions Life Insurance and disability insurance options Supplemental benefit programs World Class Training opportunities 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. 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 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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Position Title: Sales and Service Coordinator Reports To: Manager Status: Regular - Full time Category: Commercial Location: TML Engineering Excellence-Service, 120 E 40th Street Boise, Idaho 83714 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. Responsibilities
Effectively and courteously communicates with customers to schedule service, maintenance, and sales calls; gather information on the customer’s current systems and needs; ensure that the decision maker is present during the call. Call customers to remind them of upcoming appointments, inform them of changes in technician/installer arrival time, and schedule service/maintenance calls. Plan and route technicians to service calls based on availability, skill sets, customer equipment and needs, geographical location, and latest information in planning systems and dispatch boards; schedule Residential Sales Consultants for upgrade opportunities when applicable. Maintain capacity planning; proactively fill appointment gaps due to cancellations/rescheduling to maximize capacity. Update Dispatch Board and related modules in STARS as required. Respond promptly to service technicians’ requests by radio and telephone; represent the company professionally, honestly, and ethically. Contact next customers to confirm appointments and page calls to technicians as needed. Identify issues regarding technician and call-center productivity; inform management of issues requiring action; communicate resolutions. Receive and enter customer lead information; document lead details in appropriate systems; update details for cancellations/rescheduling. Explain financing options prior to or after the sales call; assist with financing forms; ensure forms are sent to the financing vendor. Call customers to confirm arrival times and update scheduling information on the Sales Dispatch Board. Perform outbound calls to leads who did not schedule a sales call to attempt scheduling. Assign sales leads to Residential Sales Consultants per Lead Distribution Policy; dispatch consultants via computer-aided dispatch; maintain consultant capacity in the portal. Create the Q-Ticket (quote ticket) in STARS to document information for the Residential Sales Consultant prior to the sales call and place on the Sales Dispatch Board. Document sale details and quotes in the sales tracking system; schedule follow-up referral calls based on installation times. After installation, follow up with customers to schedule/confirm Residential Sales Consultant follow-up referrals; obtain feedback and address any requests promptly. Document scheduling issues, missed appointments, or complaints; coordinate with teammates or management to resolve problems; maintain customer satisfaction. Keep Area Sales Manager informed of issues and pertinent information. Prepare and distribute the Daily Sales report; review reports for errors; correct lead data; monitor Web Portal messages. Generate or track reports as requested; monitor activities for area contests/events and share information with Residential Sales Consultants, Area Sales Managers, and others. Perform other duties as needed or assigned. Qualifications
High school diploma or equivalent with experience in customer service or a customer-facing environment. Prior dispatching experience is desirable. Experience with computers and related systems in an administrative office environment; AS400 experience is desirable. Ability to multi-task in a fast-paced, changing environment and switch rapidly between tasks without loss of efficiency. Excellent customer service, communication, and interpersonal skills; ability to resolve customer issues effectively. Strong communication with coworkers and customers in a professional, customer-focused manner; ability to engage a diverse customer population. Ability to work well in both a team and independent environment. Ability to learn and apply proper radio-communication techniques and pager system usage. Knowledge of local geographical areas or ability to learn quickly. Decision-making based on established guidelines and procedures; strong organizational and time-management skills; ability to prioritize based on service demand. Understanding or knowledge of the HVAC/Refrigeration industry is an asset. What We Offer
Competitive pay with incentive opportunities Paid Time Off and Company Holiday Pay Medical, Dental, and Vision Insurance programs 401(k) Retirement Savings Plan with company matching contributions Life Insurance and disability insurance options Supplemental benefit programs World Class Training opportunities 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. 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 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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