Sales Support Coordinator

3 days ago

Toronto, Ontario, Canada Enercare Full time

Job Summary:

Enercare is seeking a highly skilled Sales Support Coordinator to join our team. As a Sales Support Coordinator, you will play a critical role in supporting our sales team by managing customer requests, promoting our products and services, and achieving key performance indicators.

Key Responsibilities:

  • Manage incoming customer requests for residential HVAC products, duct cleaning, protection plans, water treatment, and energy assessments.
  • Promote best advice to all clients and positively position our products and services, identifying opportunities to upsell.
  • Achieve personal and shared key performance indicators, including sales conversion targets, call quality, average call handle time, service level, and speed of answer requirements.
  • Follow communication scripts and create customer care cases as required by the business.
  • Complete sales appointment data entry, including opportunity creation, scheduling, and recording conversations in our customer database.
  • Utilize geographic mapping systems and sales skill set documentation to schedule sales appointments.
  • Provide service to all Charged Up program call-in volume and follow up with callbacks.
  • 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 other lines of business as required.
  • 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.
  • Perform outbound calling for various reasons, such as EMC appointment rescheduling, survey follow-ups, and niche OB campaigns.
  • Utilize company knowledge databases to find information.
  • Aid in promoting and recognizing technician incentive contests.
  • Attend educational seminars to improve knowledge and performance level.

Qualifications:

  • Post-secondary education is an asset.
  • Previous sales and/or call centre experience is required.
  • Strong computer skills and an intermediate level understanding of MS Office, Excel, and Outlook, Salesforce.
  • Ability 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.
  • Self-starter.
  • Fluency in additional languages is 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.

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