Benefits:
* Opportunity for advancement
* 401(k) matching
* Flexible schedule
* Health insurance
* Paid time off
* Parental leave
* Profit sharing
Position Overview: As the Service Coordinator/Inside Sales Representative, you will play a key role in driving customer satisfaction, supporting sales, and managing service claims. Your efforts will directly contribute to our reputation and success in delivering exceptional irrigation services.
Key Responsibilities
* Customer Engagement: Respond to all inquiries within the same business day with a goal of one-call resolution, including phone, email, text, and live chat.
* Sales Support: Identify customer needs, generate appointments for estimators, and promote additional services.
* Follow the Qualification Phone Process: Implement a shared phone system with LU this year to help with call overflow of the MNI and LU branches, ensuring accurate call needs and proper assignment to branch designers or estimators.
* Schedule Management: Make reminder calls for upcoming irrigation service appointments.
* Lead & CRM Management: Contact new leads within 2-4 hours, qualify prospects, document interactions, and create work service orders.
* Work Order Management: Ensure work order details, contact information, and notes are accurately documented for service techs.
* Customer Retention: Reengage past customers to generate new consultation opportunities.
* Work Order Follow-up: Verify that site photos, contact details, and notes are accurate.
* New Installation Follow-up: Contact new installation customers post-installation via call or email.
* Claims Resolution: Process and resolve warranty claims within 60 days, ensuring customer satisfaction with proper documentation.
* Customer Satisfaction: Foster positive experiences to drive 5-star reviews and referrals, including thank-you notes, follow-ups, and periodic check-ins.
* Performance Tracking: Monitor lead conversion, sales trends, and client feedback to identify growth opportunities.
* Reputation Management: Encourage and manage customer reviews and referrals.
Additional Responsibilities
* Maintain office supplies, marketing materials, and job folders.
* Ensure locates are scheduled for all jobs.
* Comply with all company policies and regulations.
* Process and collect payments.
* Provide administrative support to the Office Manager as needed.
Schedule
* Peak Season: Monday–Friday, 8:00 AM – 4:30 PM at the Andover corporate office.
* Off-Peak: Flexible scheduling to accommodate workload demand.
Compensation:
* $25.00 per hour, paid bi-weekly.
* Participation in company health insurance (employee only) begins the first of the month following 60 days of employment or during open enrollment on September 1st. Current policy with Blue Cross Blue Shield.
* Participation in company Simple IRA/401(k) after 90 days. Currently, the company matches up to the first 3%.
* Participation in Aflac supplemental insurance benefits.
* Company-issued technology, shirts/sweatshirts.
* 10 days of paid vacation included in the package; unused vacation forfeited upon employment termination.
* Paid holidays while actively employed.
* Yearly reviews and contract updates.
Education & Experience:
* High school diploma or equivalent.
* 1-3 years of administrative experience, preferably in landscaping or construction.
Work Environment:
* Office-based with occasional interaction with field staff and vendors.
* May require light physical activity, such as organizing materials or documents.
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