Manager, Sales Support

2 weeks ago

Toronto, Ontario, Canada ENERCARE Full time

Proudly Canadian-owned, Enercare is committed to providing the best services, solutions and advice to make customer's homes as comfortable as they can be.

With Enercare Advantage, we provide affordable clean air and water solutions for homes and workplaces.

We are committed to operating in an environmentally responsible way, including keeping as much waste out of landfills as possible, and giving back to the communities where we live and work.

Enercare is about putting people first by listening to our customers, continuous improvement and making our organization a destination for building people's careers.


Come and join one of North America's largest home and commercial services and energy solutions companies We offer comprehensive benefits, a DC Pension Plan and savings match plan.

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


Enercare has embraced a hybrid work environment for the time being as we try different options and technologies to determine what will work best for the future of our people and our organization.

Join us with an open mind on the future of work

Role:
Manager, Sales Support

Status:
Regular, Full Time (Hybrid)

Department:
Sales

Division:
Enercare Home and Commercial Services

Location: 30 High Meadow (North York)

The Sales Support Manager leads and supports a team of Sales Effectiveness Leads, Team Leaders, and Sales Coordinators. Must be an inspirational leader who motivates their team to achieve outstanding sales and customer service performance.

This demands proven leadership skills and abilities for the development of all staff, strategic decision-making, and proven experience working collaboratively to exceed business unit and corporate goals.

The role is part of the Sales Strategy team and reports to the VP of Residential Sales.

Key Responsibilities:

  • Manages a department with approximately 25 employees and maintains bestinclass employee engagement.
  • Direct accountability for a variety of business metrics including sales closing rates, calltoappointment conversion, sales appointment quality, NPS, and revenue targets.
  • Conducts weekly meetings with assigned Team Leaders to discuss performance and ensure KPI targets are met.
  • Responsible for employee recruitment, payroll, onboarding, offboarding, and disciplinary actions.
  • Participate in weekly calibration sessions with Team Leaders to identify training needs and follow through to implementation.
  • Leads and monitors organizational process improvement initiatives that drive sales performance.
  • Oversees department telephone system including 6 department phone lines, maintains skillsets, rules, and recordings within Avaya system. Partners with IT as required.
  • Implement and manage all business and teamrelated contingency planning activities.
  • Regular support of all sales teams, service teams, and other business units through attendance and participation at team talks and meetings.
  • Assist with customer growth initiatives including providing customer and lead generation feedback, suggestions, and recommendations to our corporate marketing & field operations teams. Supports a customer referral culture and recommends and implements new and creative sales ideas and solutions.
  • Resource for resolution of disputes.
  • Promote and ensure consistency of products, processes, and offerings with Enercare brand values.
  • Supports Senior Manager of Assessment Services and Technical Product. Oversees stimulus program administrative functions and maintains compliance with industry partners.
  • Supports Rental Water Heater Growth, Sales Effectiveness Leads with oversight of the program.

Qualifications:

  • Minimum 5 years of sales, service or call centre industry operations management experience.
  • University degree in business preferred.
  • HVAC industry experience is an asset.
  • Demonstrated success in the operation of a centralized sales/admin team.
  • Excellent interpersonal skills; effective leadership and coaching skills.
  • Workforce planning, targets, and budgeting experience.
  • Proven ability to manage workload in peak and emergency situations.
  • Excels in a demanding; fastpaced; ambiguous work environment while driving towards goals and targets.
  • Ability to give professional presentations.
  • Strong conflict resolution skills
  • Demonstrated ability to make quick decisions without detailed information.
  • Ability to handle escalated customer issues.
  • Experience with Avaya, Salesforce, and Power BI is preferred.


Enercare has embraced a hybrid work environment for the time being as we try different options and technologies to determine what will work best for the future of our people and our organization.

Join us with an open mind on the future of work

Enercare is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, national origin, religion,

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