Sales and Service Mnager (56284)

Position Summary:

The Director of Sales & Service is responsible for the leadership, performance, and continued growth of the company's sales, service, dispatch, and call center operations.

This position serves as a member of the leadership team and is responsible for developing managers, driving accountability, improving the customer experience, and achieving company revenue and profitability goals. The Director of Sales & Service will ensure alignment between sales, service, marketing, operations, and ownership while developing the people, systems, and processes necessary to support the company's long-term growth.

This role provides direct leadership to the Service Manager, sales personnel, call center personnel, and other assigned team members. The Director of Sales & Service is expected to identify opportunities for improvement, solve problems proactively, and create an environment where team members can succeed while delivering an exceptional customer experience.

The Director of Sales & Service is entrusted with protecting and advancing the culture, reputation, and values of Precision Plumbing, Heating, Cooling & Electrical while helping prepare the organization for future growth.

Required Qualifications:

- Demonstrated core leadership skills

- Ability to motivate and encourage others

- Strong communication skills

- Strong Excel skillset

- Ability to hold team accountable with encouragement and a positive effective approach

- Improvement mindset

- Financial understanding

- Ability to create/direct sound business strategy and adhere to plan

- Ability to confront issues head on with tact and diplomacy

Essential Responsibilities:

- Work with install to ensure accurate pricing and labor budgets in the sale software

- Develop a world class call center centered around customer satisfaction and capturing every quality lead

- Work with the Service manager on Maintenance goals, accessory goals and revenue goals

- Communicate issues regarding selling price, change orders etc., with sales force in a timely fashion

- Project needed sales force staffing and hire and train accordingly

- Lead weekly call center huddles

- Oversee client issues and implement process to improve client experience

- Forecast hiring and training needs

- Work with marketing proactively to eliminate shoulder seasons

- Develop and manage parts procurement between service and the warehouse

- Communicate any install backlog to sales team

- Manage to sales and service call count sales budgets

- Prepare monthly forecast for revenue

- Oversee service to sales lead goals

- Ride Along with sales team to learn and coach to best practices s

- Lead weekly sales meetings

- Manage sales follow up process

- Manage lead log watching closing ratio and average sale

Performance Standards:

Certain key business indicators that will measure the effectiveness of this job description. These include the following:

- Maintaining a minimum close ratio for the sale department

- Raise average sale each year

- Mange the number of un-booked leads through the call center

- Gross Profit Goals are at or above company goals

- Memberships are at or above company goals

- Average tickets are at or above company goals

- Increase the number of self generated sales leads

- Manage and increase the service to sales leads

- Maintain timeliness of tasks and processes aligning with best client experience and company goals

- Ability to control overhead costs within the departments