Business Development Resources (BDR) is the premier provider of business training and coaching services to HVAC contractors. Our goal is simple: empower our clients with our industry experience and information to give them the knowledge and skills they need to drive profit and growth in their business. We are currently looking for a Service Coach to join our team and embark on their career with BDR! If you are detail-oriented, a strong communicator, and proactive, then this might be a job for you!
Job Title: Service Coach
Work Hours: 7:00 am - 4:00 pm, Monday through Friday, Monday through Friday, some weeknights, and some weekends. Overnight travel is also required. A component of this position is traveling to your client's business for hands-on process improvements within the business. Travel is limited to once per month, 3 - 4 per day on average.
Location: Remote. Work from your home office, taking 4 client calls per day, offering some flexibility to your daily schedule!
Pay Rate: $110K - $200K, depending on experience and performance
Benefits: 401k with employer 3% matching; Medical insurance provided with minimal employee contribution (with HRA), Supplemental insurances, EAP, employer-provided life insurance/AD&D, 3.08 hours of accrual of PTO biweekly, 6 paid holidays off, and much more!
Primary Job Function: To assist our clients in identifying areas of opportunity within their service department, resulting in maximum labor utilization, improved GPMD, exceptional team member job satisfaction, and an outstanding customer experience
Daily Duties
Communicate all scheduling considerations to the Support Coach promptly
Approve the schedule as produced by the Support Coach within 48 hours of receipt
Conduct client calls as scheduled by the Support Coach
Responsible for completing/clearing client calls in contact management software
Create and review client management plans with the Senior Coach and work on the plan with clients.
Create and communicate client call plans
Review/offer insight on the financial statements as produced by the Support Team with the client on call following receipt of documents
Recommend process improvements to clients and /or additional training where needed for staff to help reduce the time needed to perform services
Assist the client in writing procedures, approve write-up as part of BDR philosophy, and implement with the team.
Write clear, concise call summaries with measurable action items using the Profit Coach template
Complete call summaries as specified in the associated procedure
Request clients' email verification of completed items or review/confirm during a client call
Follow up with clients within agreed time frames.
Review/train the client on how to use BDR resources
Train clients on the proper use of all Profit Coach forms/documents introduced to the client
Email all support documentation to the client within agreed upon deadline
Maintain accurate records of outbound and inbound correspondence with clients, including timely updates to companies' CRM/scheduling and completed call process
Maintain client binders and appropriate electronic documentation
Write clear and concise business case studies, ROI Reports, and Improvement results, along with opportunity dollars based on successful adaptation and implementation.
Inform the Senior Coach when there is a concern with the progress or status of an existing client promptly
Treat all clients and coworkers with respect
Respond to all emails within 24 hours of receipt, even if this means saying further research is needed
Maintain computers as directed by the IT Department
Use the tools and resources as provided within the guidelines specified