This job was posted by https://joblink.maine.gov : For more information, please see: https://joblink.maine.gov/jobs/1151435 Location: Pine State Services

Sales and Service Coordinator

Reports To: General Manager, Assistant General Manager or Office Manager

Status: Full-time, Regular position

Location Name: Pine State Services

Location Address: 3 Eisenhower Drive Westbrook, ME

Hours: M-F 7:00am-4:30pm, *required to be on-call on a rotation, with the possibility of changing in the future if we staff the office on weekends.

**This an in office only role during business hours. Only when on-call - is remote.**

** Industry dispatching / coordinating knowledge, (with any) of electrical, HVAC, or plumbing, **One of these is a must for the Center and volume.

Pay: \$23.76-\$27.00 per hour to start depending on experience PLUS! We offer *spiffs on Monthly department activity ranging from \$100-\$500 *depending on budget and growth.

Overview

Responsible for supporting the Sales Team, Service Technicians, Maintenance Technicians, Plumbers, Electricians 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

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 our software are updated as required

Promptly responds to service technicians\' requests, by 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 appoint ent 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 estimate ticket in our software to docume