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    Sales Support Manager m/f/d - Toronto, ON, Canada - Enercare

    Enercare
    Enercare Toronto, ON, Canada

    3 weeks ago

    Default job background
    Description
    Sales Support Coordinator (Temporary 3 months)
    Friday, April 26, 2024

    Come and join one of North America's largest home and commercial services and energy solutions companies We offer comprehensive benefits, savings match plans, overtime, shift premiums and a DC Pension Plan after 24 months.

    If you are passionate about delivering 5 Star Customer Service, we would love to hear from you.

    Job Title:
    Sales Support Coordinator – Temporary (3 Month Contract)


    Location:
    High Meadow

    File Number: 2490


    Rate of Pay:
    Range 2 as per Collective Agreement

    Hours of work:
    Sunday, 9:00 am – 5:00 pm and Tuesday – Thursday, 10:00 am – 6:30 pm

    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
    Strong organizational skills
    Fluency in additional languages an asset
    This position applies to UNIFOR Local 975
    Enercare is an equal opportunity employer.

    We are committed to equal employment opportunity regardless of race, colour, ancestry, national origin, religion, sex, age, sexual orientation, gender identity, citizenship, marital status, disability, pregnancy, military status, protected veteran status or other characteristics protected by applicable law.

    Enercare's recruitment process includes accommodation for applicants with disabilities in accordance with applicable provincial accessibility laws and regulations. All accommodations will take into account the applicant's accessibility needs due to disability and are available upon request.
    #J-18808-Ljbffr
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