Sales Support Coordinator

2 weeks ago

Toronto, Ontario, Canada Enercare Full time

As one of North America's largest home and commercial services and energy solutions companies with approximately 4,500 employees under its Enercare and Service Experts brands, Enercare is a leading provider of water heaters, water treatment, furnaces, air conditioners and other HVAC advantage products, plumbing services, protection plans and related services.

Recognized as one of the 'Greater Toronto's Top Employers of 2019'; we have a dynamic culture that is focused towards employee recognition and development along with a comprehensive benefits package.  Some highlights include: 

  • Prioritizing Health & Safety
  • Comprehensive health and dental plan
  • DC Pension Plan
  • A lucrative deferred profit sharing match plan
  • Paid time off to volunteer for various charities
  • Employee development and training – annual tuition allowance
  • WorkPerks provided through Venngo
  • Overtime hours and shift premiums
  • Annual tool allowance
  • Company Vehicle

If you are passionate about delivering 5-star customer service and want to work with other leading professionals in the HVAC field, we would like to hear from you.

Job Title: Sales Support Coordinator (3-Months Temp)

Reporting To: Team Leader, Sales Support

Department: Sales Support

Location: High Meadow

File Number: 3125

Rate of Pay: Range 2 as per Collective Agreement 

Hours of work: 24 hours weekly – Hours based on business needs (includes weekend shifts)

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 assetPrevious Sales and/or call centre experience requiredStrong 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 telephoneAbility 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 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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