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