What are the responsibilities and job description for the Sales and Operations Coordinator position at Airco Service?
Airco Service, Inc.
In business since 1961, we are a multi-award winning HVAC company. Our employees are our most valuable asset and we are always looking for the best personnel in the industry any time of the year. We foster personal and professional development by providing continuous training to our technicians. With extensive knowledge and a wide skill-base, our technicians are able to meet the diverse needs of our customers.
Essential Functions:
Scheduling & Coordination:
- Coordinate and dispatch Comfort Advisor schedules to ensure that the \hot hand\ (the advisor with the highest current performance) has the best lead on the board.
- Constantly monitor the schedule to ensure any changes in emotional state don't negatively affect the outcome of a sales call. Keep a close eye on closing percentages in real-time to ensure that the most capable Comfort Advisor is running each lead.
- Review all sold jobs, create detailed installation jobs in Service Titan, and compile comprehensive job folders that include all necessary documentation and equipment details.
- Perform welcome calls to new installation customers, introducing them to the process and confirming appointment times.
- Work closely with the Install
- Manager to confirm the job scope, ensure proper scheduling, and coordinate with additional contractors such as crane operators, roofers, and electricians as needed.
- Handle the input of equipment information into Service Titan and manage the filing of warranty and registration paperwork to ensure all documentation is complete and accurate.
Customer Interaction & Service:
- Maintain proactive communication with homeowners throughout the scheduling process to ensure they are informed, comfortable, and satisfied with the service being provided.
- Prioritize setting Same-Day Appointments (TTOs) with all homeowners present, enhancing the likelihood of job completion during the initial visit.
- Follow up on unsold sales leads and service calls, re-engaging with potential customers to convert opportunities into sales, thereby driving revenue growth.
Installation Management:
- Oversee the coordination and management of all installation jobs, ensuring that each job is completed to the exact specifications outlined in the agreement.
- Monitor the progress and performance of installation teams, ensuring that jobs are completed on time and within budget, and that any issues are addressed promptly.
- Regularly update the installation performance board to track the status of ongoing jobs, and ensure that all job folders are kept up to date with the latest information.
- Verify and process time cards and pay sheets for installation teams, ensuring accurate tracking of hours worked and compliance with company policies.
Dispatching & Team Management:
- Lead and manage a team of dispatchers, providing ongoing training and support to ensure that the most qualified technician is assigned to each job based on skillset, proximity, and job requirements.
- Manage opportunity age calls by strategically assigning the technician with the best turnover and sell-through average to the highest potential calls each day, thereby maximizing conversion rates.
- Constantly monitor the dispatch board, making real-time adjustments to optimize the schedule and maximize the potential for Same-Day Appointments (TTOs).
- Utilize advanced HVAC dispatching software to track technician locations, manage job progress, and keep customers informed with real-time updates on service times and any changes to the schedule.
- Proactively troubleshoot issues that arise during field operations, including unexpected delays or changes to the schedule, to ensure smooth and efficient service delivery.
Communication & Collaboration:
- Act as a central point of communication between office staff, Comfort Advisors, Field Technicians, and dispatchers, fostering a culture of mutual respect and teamwork.
- Participate in ongoing training programs and company-wide initiatives aimed at enhancing performance, service quality, and customer satisfaction.
Additional Duties & Responsibilities:
- Ensure that all job folders are meticulously complete and accurate, containing the necessary paperwork and documentation to support smooth operations.
- Actively participate in and contribute to the achievement of company-wide goals and initiatives, driving continuous improvement in service delivery.
- Take responsibility for customer escalations, ensuring prompt resolution to maintain customer satisfaction.
- Monitor, respond to, and maintain positive reviews and online review scores on platforms such as Google, Yelp, BBB, and others.
- Maintain a high level of confidentiality regarding customer information and internal discussions, ensuring that all sensitive information is handled appropriately.
The Airco Team is always accepting applications!
A company can only be as forward-thinking as its people. Airco Service is the leading service company in Oklahoma and Arkansas. We employ knowledgeable service professionals with excellent customer service skills. All full-time employees are offered a comprehensive benefits package that includes health, dental, life, vision, short-term disability, long-term disability, Aflac, 401K, Roth Options and Paid Vacation.
If you are interested in joining our team, fill out the employment application below.
Job Type: fulltime
Education: No education required
Work location: On-site
