Sales Coordinator - Member of CX Team

Hours: Monday – Friday 8am – 5pm rotational Saturdays during busiest months

Who We Are

Sila believes that great home services start with expertly trained staff who share our vision for superior quality work and unique solutions for all of our customers. Sila’s Customer Experience Team’s mission is to provide the highest level of service by building tremendous value through engaging and compelling employee and customer experiences.

What We Do

We are a team of home service professionals who go the extra mile to ensure peak performance for your home’s plumbing, heating, and air conditioning systems.

The Big Task

Qualify all sales leads and convert them into appointment for Sila’s team of sales professionals. The Sales Coordinator will act as the primary contact and liaison between Sila’s Sales Team and Customer Experience Team. It will require a tremendous amount of attention to detail and organization. The person should have an aptitude for identifying opportunities from the Sila Service Team and anticipating potential appointments for the Sales Team. Review the daily service schedule to identify potential sales lead opportunities. This person will also manage the schedule of roughly 10 salespeople on a daily basis and will be required to stay in constant communication of any changes to the schedule.

Key Sub Tasks

• Communicate with technicians to set sales leads – create an effective transition from technicians to sales reps.
• Administrative support for our sales team.
• Track results of all sales calls and produce weekly reports to management.
• Conduct follow up calls with customers to ensure quality work.
• Work with the install team to ensure the install call board is full.
• Participate in training so that you grow and develop as a professional.

CX Team Tasks

• Fielding inbound customer inquiries via phone call, text message, email, social platforms, and 3rd party lead generation & review sites.
• Screening, qualifying and scheduling appointments for our service technicians and outside sales team.
• Inputting customer data into our proprietary database.

Areas of Expertise:

• Organized and Process Driven
• Microsoft Office Suite – specifically MS Excel
• Quick Decision Making & Sound Judgement
• Understand Local Geography & Scheduling Constraints
• Customer Service & Support

Ideal Candidate:

• Organized & Process Driven – this person will be helping set the standard for Sila lead setting and qualification for the company. The process must be repeatable and scalable for the addition of new locations.
• Adaptable with High Sense of Urgency – this person will be responsible for changing appointments and communicating to all parties involved. This person will need to be confident in the changes and make them swiftly.
• Strong Customer Service Agent – This person will be interacting with a variety of internal customers across multiple teams. The individual will need to have extremely strong interpersonal skills and the ability to build rapport with a variety of personality types.
• Self-Starter & Quick Study – Looking for someone that can come into our organization and take on daily tasks (scheduling-communication-process-etc.) immediately. This is a role that requires autonomy and the ability to make decisions with limited supervision.

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