Follow Up Coordinator

Brothers Plumbing And Heating Inc • Denver, CO • 2h ago

GENERAL DESCRIPTION OF THE JOB:

The Follow Up Coordinator is responsible for managing and converting unsold estimates by delivering high-quality customer experience, addressing client questions, and proactively following up to close opportunities. This role plays a critical part in revenue generation by ensuring no opportunity is missed and that every client feels supported, informed, and confident in their decision.

Responsibilities include proactive client outreach, relationship management, coordination between departments, and accurate tracking of all follow-up activity.

JOB ACTIVITIES:

Ambassador and spokesperson for the company.

Follow all company safety rules and requirements.

Understand and follow all company philosophies, policies, and procedures

Understand and follow written and verbal instructions given.

Represent the company in a professional manner

Execute incoming/outbound calls proficiently and in a professional manner.

Handle incoming client inquiries regarding proposed options and unsold estimates, recognizing that every interaction shapes the client's overall impression of the company. - Deliver an exceptional customer experience by ensuring clients feel valued, informed, and well cared for throughout the follow-up process. - Maintain consistent follow-up communication and relationship management with clients regarding unsold work to support conversion goals and deadlines. - Assist clients with financing options, approvals, and budget-related conversations as appropriate. - Schedule follow-up appointments and coordinate next steps with clients as needed. - Communicate sold work promptly with dispatch, warehouse, and technicians to help ensure smooth project execution. - Send follow-up communications through phone, email, text, and direct mail to effectively nurture and manage unsold opportunities. - Address client objections professionally and confidently to help move opportunities forward and secure appointments or sales. - Assist clients with questions related to proposed work, services, and next steps. - Maintain accurate and up-to-date records, notes, and estimate statuses within ServiceTitan, including open, pending, sold, and dismissed opportunities. - Prepare reports and track metrics related to follow-up performance, sold work, and conversion activity. - Support the CCR team with inbound call coverage as needed. - Assist with administrative tasks and department support requests as assigned. - Collaborate with the CCR team to ensure a consistent and positive customer experience. - Help ensure marketing and promotional materials related to follow-up efforts remain current and accurate. - Provide recommendations for process improvements, program enhancements, and workflow efficiencies, and assist with implementation efforts. - Meet or exceed Key Performance Indicators (KPIs), conversion goals, and performance expectations as outlined in the bonus policy. - Perform additional duties and related responsibilities as assigned.

Qualifications

GENERAL QUALIFICATIONS and REQUIREMENTS:

Experience and Training, Education, Knowledge, Skills & Abilities:

2+ years of customer service, sales, or call center experience preferred

Experience in follow-up sales, inside sales, or service-based industries strongly preferred

Strong communication skills with the ability to build rapport and influence decisions

Ability to handle objections and guide conversations toward a close

Highly organized with strong attention to detail and follow-through

Ability to manage multiple tasks and priorities in a fast-paced environment

Comfortable working with multiple departments and fostering teamwork

Proficient in Microsoft Office (Word, Excel, Outlook) and mobile technology (iPhone/iPad)

Experience with ServiceTitan or similar CRM software preferred

High school diploma or GED required

Self-motivated with the ability to work independently and meet performance goals

Willingness to learn; on-the-job training will be provided

Other:

Required to sign a Confidentiality agreement with the company

Successfully complete all background checks, drug testing and employment screening

Neatly groomed per dress code policy to represent the company in a professional manner.

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