Service Improvement Specialist
2 weeks ago
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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