Abacus is currently seeking a Retail Sales Coordinator to join our team comprised of creative and energetic employees, who are dedicated to delivering the best customer service experience every day. The Retail Sales Coordinator is responsible for ensuring that all sales leads generated from the retail environment are profitable for Abacus. This role involves promptly returning calls to customers, pre-qualifying leads, scheduling and rescheduling appointments, processing payments, and coordinating customer interactions. Please note that this position requires availability to work nights and weekends. 

Schedule: 

Monday-Friday 11am-8pm OR 8am-5pm 

Rotating weekends: Saturday & Sunday: 9am-6pm (remote)

No Holidays (Holidays are off)

What's in it For Me?

• Market Value Compensation - Hourly Base + Bonus
• Hybrid work schedule
• PTO Plan
• Health, Vision and Dental plans for you and your family to choose from
• 401K Retirement Plan with company match
• Life Insurance, Short-Term, and Long-Term Disability
• Special Program Options: FSA, EPA, Legal Services, and Identity Theft
• Continuous Training for your Professional Development
• Working in a dynamic, collaborative, and fun environment
• Coached and supported career growth

What Will I Do?

• Proactively contact customers within a predetermined timeframe set by your manager to provide them with a thorough explanation of our services. This includes educating them on the estimate process and pre-qualifying all estimate calls prior to dispatching technicians to ensure their needs and expectations are understood. 

• Effectively schedule and dispatch service calls with complete and accurate information, paying special attention to ensure that premium or urgent calls are directed to the most qualified technician or Comfort Advisor. This requires a strong understanding of each technician’s expertise and current workload. 

• If a customer is unreachable, promptly send a follow-up email outlining our services and requesting a convenient time for a call. Maintain a diligent follow-up process by reaching out to the customer at least five times within a designated period, utilizing various communication methods to maximize contact chances. 

• Diligently follow up on all estimates related to HVAC, Plumbing, and Electrical services that were not converted into sales during the technician's visit. This involves a carefully crafted communication strategy to address any customer concerns and promote the benefits of completing the service. 

• Accurately process payment transactions on behalf of technicians, ensuring all financial information is handled securely and efficiently. In cases where financing assistance is required, gather and forward customer information to the recovery team, ensuring a smooth transition and uninterrupted service. 

• Oversee the management of all work orders by meticulously verifying that each is assigned to the correct location and associated stores, ensuring that there are no discrepancies that could lead to service delays or customer dissatisfaction. 

• Administer sales quotes for each location, maintaining an organized system to track progress. Work collaboratively with the sales team to ensure that all weekly and monthly sales goals for each retail store are met, utilizing data analysis to identify trends and areas for improvement. 

• Maintain open lines of communication with customers during the rescheduling process. This includes promptly informing them of any changes and closely coordinating with technicians and installers to ensure all requisite paperwork for work orders is completed accurately and in a timely manner. 

• Prepare and compile detailed reports as required, summarizing performance metrics, sales results, and service efficiency. Use these reports to provide valuable insights and support decision-making processes. 

•  Take on special projects or additional responsibilities as assigned by management, demonstrating flexibility and a commitment to contributing to the overall success of the team and company. This may involve cross-training with other departments or leading initiatives aimed at improving service delivery. 

Do I Have What It Takes?

• High School Graduate/GED Equivalent
• Three (3) years of Customer Service Retail Experience
• Dispatch experience (preferred)
• Multi-tasking abilities
• Proficient outbound phone skills
• Proficient written and computer skills

Wrench Group and its affiliates are proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, genetic information, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.  The company encourages all qualified candidates who are eligible to work in the United States to apply, but it does not sponsor applicants or employees who require a visa to work legally.