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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.
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
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
Service 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.
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 talentacquisition@serviceexperts.com
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Service Experts LLC is an HVAC and plumbing service company that provides residential heating, cooling, and plumbing repair, maintenance, and installation services. They operate across multiple locations in the United States.
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