Service Improvement Specialist

2 weeks ago


Houston, Texas, United States Business Development Resources Full time
Job Overview

Business Development Resources (BDR) is recognized as a leading provider of training and coaching solutions tailored for HVAC contractors. Our mission is straightforward: to equip our clients with the necessary expertise and insights to enhance their operational efficiency and profitability.

Position: Service Coach

Work Schedule: Standard hours are from 7:00 am to 4:00 pm, Monday through Friday, with occasional weeknight and weekend commitments. This role includes traveling to client locations for direct engagement and process enhancements, typically once a month, averaging 3 to 4 visits per day.

Remote Work: This position allows for remote work from a home office, managing approximately 4 client interactions daily, with flexibility in daily scheduling.

Compensation: Salary ranges from $110K to $200K, contingent upon experience and performance metrics.

Benefits: Includes a 401k plan with a 3% employer match, comprehensive medical insurance with minimal employee contribution (including HRA), supplemental insurance options, Employee Assistance Program (EAP), employer-funded life insurance/AD&D, 3.08 hours of biweekly PTO accrual, 6 paid holidays, and additional perks.

Key Responsibilities:

  • Assist clients in pinpointing improvement opportunities within their service departments to maximize labor efficiency and enhance customer satisfaction.
  • Communicate scheduling needs to the Support Coach in a timely manner.
  • Review and approve schedules provided by the Support Coach within a 48-hour timeframe.
  • Conduct scheduled client calls and ensure completion of all client interactions in the management software.
  • Collaborate with the Senior Coach to develop and refine client management strategies.
  • Provide insights on financial documents shared by the Support Team during client discussions.
  • Advise clients on process enhancements and additional training requirements for staff.
  • Support clients in drafting operational procedures and ensure adherence to BDR standards.
  • Document clear and actionable call summaries using the Profit Coach template.
  • Maintain accurate records of client communications and updates in the CRM system.
  • Produce detailed business case studies and ROI reports based on successful implementations.
  • Notify the Senior Coach of any concerns regarding client progress.
  • Uphold a respectful and professional demeanor with clients and colleagues.
  • Respond to all correspondence within 24 hours, even if further investigation is needed.
  • Participate in training sessions and contribute to team meetings as required.
  • Engage in client events and maintain an organized workspace.
  • Complete all reporting tasks as directed.

Why Choose BDR?

  • Recognized by Seattle Business Magazine as one of Washington's Best Companies to Work For in 2022.
  • Our average employee tenure exceeds 5 years, reflecting a positive work environment.
  • We are dedicated to the success of our clients, fostering a passionate team culture.
  • Supportive management that values clear communication and employee development.
  • Opportunities for career growth with comprehensive training and support.
  • Long-standing client relationships and a professional yet enjoyable workplace atmosphere.

**We maintain a 100% drug-free and tobacco-free workplace.**

All candidates must pass a background check and drug screening upon receiving a conditional employment offer.



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