Position Summary

Work with the HVAC, Propane and Generator sales teams to provide a high level of customer service to prospective customers, arrange and optimize sales appointment, monitor leads and sales reports. Qualified applicants must have excellent customer service and strong phone skills, ability to manage a variety of tasks and a willingness to participate in continuing education.

Responsibilities

  • Speak with prospective new customers about the benefits of doing business with Gault Energy and Home Solutions, particularly as it relates to propane installations and delivery. Explanation of our propane installation process as a sales differentiator

  • Optimize sales force appointment schedule

  • Arrange sales force appointments that come in from phone or technicians – recognize and handle emergencies immediately

  • Contact after hours leads and enter into LMS

  • Update LMS based on current information – Propane, Generator, HVAC

  • Send customers confirmation emails with upcoming date and time and attach biography of the comfort specialist they will be meeting

  • Point of contact during appointment stage

  • Manage all aspects of the LMS system/process, including tech referral bonuses

  • Review proposal and ensure all appropriate documents and information pertaining to the install are included before passing the job to installations department

  • Manage KPI reports: Leads per comfort specialist, points of contact, open leads, closing rates, etc.

  • Keep Sales Manager informed on KPI performance daily/weekly/monthly/yearly

  • Manage action IDs to have return calls and emails to customer within 24 hours

  • Respond to customer complaint as soon as possible and attempt to resolve complaints within 24 hours

  • Take part in creating annual budget and set KPI’s with the Sales Manager

  • Aid in the overall customer experience through evaluating individual customer experiences, your team’s performance with certain customer situations, and input on how to enhance the customer experience

  • Tier 3 customer care support

  • Send install survey and send handwritten Thank You Note

  • Execute equipment installation mailings as needed

  • Assist Marketing with installation campaigns and tracking

  • Manage relationships/programs with equipment dealers, CNG and SCG

  • Assist marketing with managing equipment co-op funds

Qualifications

  • Exemplify company core values of Integrity, Teamwork, Caring, Ownership

  • Have a passion for ‘Enhancing the Customer Experience’

  • Demonstrated competencies in PC Literacy in a Windows based environment possessing a working knowledge of Microsoft Word and Excel

  • Organized and detail orientated

  • Self starter and independent thinker

  • Team player who possesses high levels of integrity, caring, teamwork and ownership

  • Keep deadlines and exercise good judgement and high problem solving skills

  • Use initiative and an innovative approach to daily tasks and have an always be learning attitude