What are the responsibilities and job description for the Sales and Service Coordinator position at Donelson Air - Service Experts?
Reports To: Sales Manager, Operations Manager, Office Manager, or General Manager
Status: Full-time, Regular position
Category: Sales
Location Name: Donelson Service Experts Heating and Air
Location Address: 2930 Sidco Dr, Nashville, TN 37204
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 the training, support and an opportunity for unlimited professional growth. Join us, and become an EXPERT!
Position Summary:
The Sales and Service Coordinator is responsible for supporting the Sales Team, Service Technicians, Maintenance Technicians, and Installers by maintaining accurate data in the appropriate systems. You will communicate with the customer regarding scheduled calls and follow-up visits. You will efficiently plan and route the most-appropriate technicians and Residential Sales Consultants in accordance with established guidelines and company procedures. Your work is performed in accordance with established processes and procedures in a fast-paced, constantly changing environment.
Key Responsibilities:
- Effectively and courteously communicates with customer in order to schedule service, maintenance, or sales call while gathering information on the customer’s current systems and needs.
- Responsible for calling customers to remind them of an upcoming scheduled appointment and to keep them informed on any changes in Technician, Installer, or Residential Sales Consultant arrival time.
- Efficiently and effectively plans and routes branch staff to service calls based on availability and skill sets, customer equipment and needs, geographical location, and latest information in the Capacity Planning System and on the Dispatch Board.
- Ensures the capacity planner is maintained and proactively fills appointment gaps due to customer cancellations/rescheduling in order to maximize capacity planning.
- Represents the company professionally, honestly, and ethically in all business matters and concerns.
- Assigns sales leads to Residential Sales Consultants in accordance with the company Lead Distribution Policy.
Desired Skills and Qualifications:
- High school diploma or equivalent with experience working in customer service or other customer-facing environment. Prior experience dispatching is desirable.
- Experience or training 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 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.
- Ability to work effectively in both a team and an independent environment.
- 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.
What We Offer You, as a Service Experts Employee:
Service Experts offers a comprehensive benefits package designed to support employees and their families in managing their health and wellness needs. Following is a summary of the many benefits that could be available to you as a Service Experts valued 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
