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Form of workAbout Moncrief Heating & Air Conditioning
Moncrief Heating & Air Conditioning is the oldest HVAC company in Atlanta, proudly serving the Atlanta area since 1898. While much has changed over the last 125 years, our core values have stayed the same. Whether you’re in the market for an installation or repair, when you partner with Moncrief and Ace Hardware Home Services, you’re guaranteed high quality service, transparency in pricing, and respect. Moncrief Heating & Air Conditioning is now a part of the Ace Hardware family! Ace Hardware has acquired Moncrief marking a significant milestone for us. The alignment of values, purpose, and vision between Moncrief and Ace Hardware is truly remarkable. With Ace Hardware's dedication to helpful service in local communities and their focus on customer satisfaction, we're excited to continue delivering exceptional HVAC services and quality alongside the resources of the trusted Helpful brand. Together with Ace, we're looking forward to growing and supporting the local community for years to come.
Below outlines daily activities for the Inside Sales Consultant to effectively drive sales revenue, enhance the customer’s experience, and build Moncrief’s reputation further in the market.
1. Lead Generation
a. Uncover prior service plan customers that have either stopped doing business with us or still do but have dropped our annual plan. Proactively work to secure a commitment back onto our service plan.
b. Post sales call, gather information on the customers’ experience with Moncrief and where we could improve if they decided not to move forward with us.
c. Partners with our manufacturers direct leads to encourage a higher quantity from them by ensuring the customer is engaged within 24 hours and a disposition is provided to the manufacturer post sales call.
2. Lead Qualification
a. Daily management of qualifying all technician lead referrals. Review all assigned leads on dispatch board and contact customers for further clarification as needed.
b. Proactively manage technician leads and push for all system down leads to be scheduled same day.
c. Work closely with technicians to obtain clarification on anything that calls to question why the lead has been submitted for the sales department to run.
d. Ensure the dispatch board has leads assigned by consultant ranking that favors the strongest leads going to the top closing percentage consultants.
3. Discovery, Consultation, & Follow Up
a. As needed, educate the customer on warranty, financing, rebates/promotions, and the Moncrief value proposition.
b. Leverage the Service Titan follow up tool by filtering all leads over 2 weeks old. Focus on re-engaging the customer in the attempt to understand their reasoning for not yet moving forward with the project or Moncrief.
c. Rehash lost opportunities and when possible, re-engage leads by providing an over the phone consultation and proposal when enough value is built.
4. Customer Experience
a. Create call scripts for customer service to use when explaining service plans and sales calls.
b. Capture follow up feedback and summarize for a monthly review with direct manager.
c. Encourage Google reviews when the customers experience has been above expectations.
5. Customer Relationship Management
a. Add notes to the customer account that reflects all findings and create tasks when a follow-up is warranted.
6. Sales Reporting
a. Weekly report to direct manager the number of leads generated, ran, converted, and when applicable reasons for losing the opportunity.
b. Summarize the top reasons we are winning/losing.
c. Monthly report summary of the primary requests and general feedback from customers when we cannot gain a commitment on service plan renewal.
7. Measurables:
a. Achieve monthly/yearly individual sales goals.
b. Percentage of phone calls that leads to sales opportunities.
c. Average ticket amount of install/service plan contracts.
d. Number of virtual/phone consultations.
e. Number of referrals received.
f. Number of Google reviews captured.
g. Number of tasks created.
