A Service Solutions Specialist is a key point of contact for commercial HVAC customers, managing the full lifecycle of service quotes from initial request through close. Working within the Service Solutions team, you will be responsible for delivering timely, accurate quotes, maintaining consistent customer communication, and driving revenue by following a structured follow-up process.
This role can be remote or hybrid, based on your location!
A day in the life:- Prepare and submit accurate service quotes to customers in a timely manner, prioritizing based on urgency and equipment status
- Immediately acknowledge quote requests to customers, advising them that you are working on the quote and will follow up once all information is confirmed
- Manage a daily review of all open quotes, tracking each by submission date, and completing follow up phone calls with customers on outstanding quotes.
- Manage quotes within an assigned tier structure; coordinate with SAMs and escalate to the Service Solutions Manager as directed based on quote value and equipment status.
- Log all customer interactions promptly and accurately, including date, time, method of contact, customer response, next follow-up date, and any changes to quote status
- Monitor customer portals multiple times daily to identify and process quote approvals within 24 hours of receipt
- Maintain organized records of all open and closed quotes; meet all deadlines
You should have:- Organizational skills to include coordination and prioritization of work
- Knowledge of keyboarding (minimum of 40wpm) and utilization of MS Office Products and estimating tools
- Ability to pivot between activities in a way that will increase total sales team productivity
- Ability to issue work orders and purchase orders efficiently
- Ability to estimate regular service quotes
- Possess or learn industry knowledge and vocabulary associated with mechanical systems
- Possess strong communication and interpersonal skills
- Ability to deal diplomatically and effectively with customers
