Customer Care & Inside Sales Supervisor
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POST DATE 11/19/2019
END DATE 11/28/2019
Natran Green Pest Control
JOB DESCRIPTIONCompany Overview:
Natran Green Pest Control is not just a job, it's a career! We're searching for dedicated professionals who are passionate about the green movement, sustainability, and want to be part of a team that focuses on creating a healthy environment! Our culture is centered on continuous learning, communication, and teamwork at every level of our company. Apply today and discover what makes Natran Green Pest Control one of the industry?s fastest growing businesses and simply a terrific place to be! Our mission is to create a healthy and positive work environment, where hard work is recognized and rewarded and where there?s a clear path for career advancement.
Key Performance Indicators for the Sales Division:
+ Minimum of 65% closer rate on reactive estimates with a yearly goal of 65%-75%.
+ Minimum of a 10% up sell/cross sales closure rate with an annual goal of 10% - 15%.
+ Minimum of a 3% warm call closure rate with an annual goal of 3% - 5%.
+ Increasing client base.
+ Improve customer retention through active communication and problem-solving efforts-
Key Performance Indicators Customer Services Division:
+ Obtain a minimum daily route mileage of 125 miles or less per vehicle.
+ Collect on past due accounts
+ Answer phone within an average of 10 seconds (approximately 2 rings).
+ Up/Cross help rate of 4% with an annual goal of 4% to 7%.
+ Customer satisfaction score of 87% with an annual goal of 87% to 96%.
+ Customer retention. Obtain a customer cancellation rate of 1.5% monthly with a goal of 1.5% - 1.2%
Key Performance Indicators for the Dispatch Manager:
+ Obtain a 98% monthly job completion schedule with an annual goal of 98% - 99%.
+ Contact 100% of drivers below the 90% driving safety score and notify their direct supervisor.
+ Serve as a key member of our leadership team.
+ Leading, Managing and accountability (includes culture) of the inside sales departments to ensure maximum performance is achieved and monthly goals (KPI) are meet.
+ Conduct daily huddle meetings.
+ Setting weekly department goals and individual goals.
+ Provide on-boarding and ongoing training as needed.
+ Selling potential customers our services over the phone.
+ Conduct level 10 meeting for inside sales, dispatch, & customer service, team.
+ Daily recruiting (pre-screen and interviewing).
+ Job schedule: Forecast trends, seasonal patterns, weather patterns to maintain schedule completion KPI.
+ Customer retention. Save upset customers and customers that want to cancel their service contract.
+ Monitor vehicle tracking system and notify any drivers as well as their direct supervisor of safety scores that fall below 90% (while also monitoring any unusual patterns).
+ Follow up calls (see feedback sheet).
Required of the Role:
+ 5+ years experience in sales.
+ 1 + years managing a team
+ Proven track-record of increasing revenue and customer count.
+ Superior social and communication skills with a strategic focus on the end goal.
+ Four year college degree preferred, but not required.
+ Insurance: health, vision, & dental
+ 401 K