Maintenance Coordinator (Membership Concierge)

Northern One Hour Heating, Ben Franklin Plumbing & Mister Sparky Electric is a locally owned and operated national franchise located in the Ramsey/Anoka area and we have been servicing the metro area since 1990. We specialize in residential HVAC, Plumbing and Electrical service, maintenance, and installation, and due to continued growth and expansion, we are looking for a Maintenance Coordinator to join our team.

Northern currently has over 6,000+ active HVAC, plumbing and electrical maintenance agreement customers who enjoy a variety of membership benefits, such as preferred scheduling, savings on annual tune-ups, safety inspections, discounts on repair service and installation along with many other complimentary services. Our phone and service staff do a great job of selling these to new customers. This position will be responsible for helping us up-sell, manage, and retain our club membership base by learning the plans, understanding the value then passionately communicating this to our customers on an on-going basis.

We are looking for individuals who match our Northern CORE VALUES!

Our Northern Family: We work as a team, respect for one another, and have fun!

Help Others: We are Passionate about Helping Others.

Do the Right Thing: We are not perfect, but always do what's right.

Eager to Learn & Grow: Always reaching and growing to learn our craft.

If you like our Core Values, and have good phone skills, are passionate about helping customers save on services while taking the lead helping customers understand program benefits, cross-selling and upgrading customers, Northern One Hour Heating, Ben Franklin Plumbing & Mister Sparky has a great opportunity for you to be our Club Champion!

This position will work in the office Monday-Friday and pays $20-$22/HR plus spiffs for upgrading and selling agreements. Northern provides a professional fun work environment, company paid training, competitive company benefits and room for advancement in this position.

Responsibilities

· Serve as the main contact for any membership questions or concerns pertaining to membership.

· Take inbound transfers and customer service calls on all club cancellations always conveying the value of the membership in hopes of retaining customers.

· Resolve member concerns promptly, coordinating with our team to address any issues or special requests.

· Able to offer proactive suggestions to members regarding routine maintenance and other services to help them keep their homes in top condition

· Make daily outbound calls to new and existing customers to cross-sell and upgrade club members for all brands.

· Ability and willingness to educate, up sell and cross-sell a variety of Comfort Club memberships to new customers, existing customers always.

· Willingness to make happy calls to all new members welcoming them and explaining the value to the program.

· Provide personalized service by understanding and tracking individual member needs, preferences, and service history.

· Maintain accurate records, service details, and preferences in our CRM or membership software.

· Collaborate with other departments, such as field service teams, CSR's and marketing, to ensure high-quality member experiences.

· Upgrade Memberships for opportunities to own the home.

· Outbound calling to update expired credit cards, canceled membership agreements and up-selling other plans such as upgrades

· Responsible for helping to report and track monthly club sales and renewals.

· Specific Task List to follow.

Qualities for Success:

People-oriented and results-driven.

A passion for delivering excellent customer service.

Possess excellent oral, written, and telephone communication skills.

Competent office software skills.

Dedicated to continuous learning.

Hardworking, persistent, and dependable.

Exhibit a positive and professional attitude.

Self-motivated and self-directed.

Demonstrate patience, persuasiveness, and persistence.

Self-assured and confident in asking for the sale.

Effective in managing a large volume of incoming phone calls, chats, and emails.

Possess excellent time management and organizational skills.

Excel in a fast-paced, high-energy environment.

Value collaboration and teamwork.

Demonstrate good judgment and creativity.

Act with integrity and honesty.

Requirements

· 2-3 Years of Inside Sales Experience Recommended

· 1-2 Years Customer Service experience desired

· Residential Heating, Cooling, Plumbing or Electrical knowledge helpful

· Ability and willingness to make outbound calls daily.

· A strong desire to serve and educate customers

· Excellent Communication and Customer Service Skills

· Good written and verbal skills

· Good computer skills helpful

· Positive Attitude and team player a MUST!

Benefits

· Hourly Pay

· Spiffs/Commission Plan

· Medical, Dental & Vision Insurance

· Life Insurance Coverage

· Short Term Disability

· Long Term Disability

· 401K Match

· Holiday Pay

· Vacation Pay

· Company Paid Fun Days

· Plus, many other spiffs, contests, and fun work environment

Each franchise location is independently owned and operated by a franchisee. Your application will go directly to the franchisee, and all hiring decisions will be made by the management of this franchisee. The franchisee sets their own compensation and benefits. All inquiries about employment, benefits, scheduling, and compensation at this franchise should be made directly to the franchise location, and not to One Hour Heating and Air Conditioning Corporate.