Job Title: Sales Support Coordinator

Reporting To: Team Leader , Sales Support

Department:Sales Support

Location: High Meadow

File Number: 3755

Rate of Pay: $26.49 - As per collective agreement

Hours of work: 40 hours per week - Monday to Friday: 8:30am- 5:00pm

Sales Support Coordinators are customer service specialists with a primary focus to aid in the achievement of corporate sales goals. They are responsible for partnering with field staff and customers to better understand their home comfort requirements, while providing accurate product information and tailoring recommendations to the homeowner’s individual needs. Sales Support Coordinators maintain quality in all aspects of sales appointment booking for Energy Management Consultants and are well versed in all the products and services offered by the company. The ability to show flexibility and a strong sense of organization are a must as the representative will balance between a variety of call types and business demands.

Accountabilities:

Management of incoming customer requests for residential HVAC products, duct cleaning, protection plans, water treatment and energy assessments driven by field channel activity

Promoting best advice to all clients and positively positioning all Enercare's products and services looking for opportunities to upsell where appropriate

Achievement of personal and shared key performance indicators including but not limited to sales conversion targets, call quality, average call handle time, service level and speed of answer requirements, tech lead participation

Follow communication scripts and create customer care cases as required by the business

Complete sales appointment data entry including opportunity creation, scheduling and record all conversations in our customer database in a comprehensible way





Utilize geographic mapping systems and sales skill set documentation as needed when scheduling sales appointments

Provide service to all Charged Up program call-in volume and follow up call backs

Support department mailboxes and execute work assignments in a timely manner

Be well versed in and support stimulus programs as required

Assist District Sales Managers, Sales Effectiveness Leads, Sales Support Manager and all other lines of business as required while completing administrative tasks in a timely manner with high attention to detail

Support peers and mentor new sales coordinators and call centre agents in a positive and supportive way building teamwork and contributing to business performance

Correct errors including those made by call centre and send for coaching

Outbound calling for a variety of reasons, i.e. EMC appointment rescheduling, survey follow ups re: EMC visits, Rental Conversion Burner project and various niche OB campaigns

Utilize company’s knowledge databases to find information

Aid in promoting and recognition for technician incentive contests

Attend educational seminars to improve knowledge and performance level

Qualifications:

Post-secondary education an asset

Previous Sales and/or call centre experience required

Strong computer skills and an intermediate level understanding of MS Office, Excel, and Outlook, Salesforce

Capable to concurrently type and use various computer programs while carrying a conversation on the telephone

Ability to effectively resolve customer complaints to the satisfaction of both customer and the company

Competent working well under pressure and understanding business processes

Ability to multi task in a fast-paced, pressure filled, team environment

Robust organizational skills

Self-starter

Fluency in additional languages an asset

This position applies to UNIFOR Local 975.

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📌 Sales Support Coordinator (Ontario)
🏢 Enercare
📍 Ontario