Service Coordinator

About Us

Our company, Closet Factory, is the Custom Storage Solution Authority, serving the area’s need for custom space organization throughout the home. We design, sell, build and install custom closets, home offices, garages, pantries, bookshelves, and more. Our products are of the highest quality. We have been in business for over 40 years and have locations throughout the country. We have experienced substantial, long-term growth and as a result are searching for a Full-Time member to add to our close-knit team of office personnel.

Primary responsibilities are centered around providing a superior experience for our clients relating to scheduling appointments and answering general questions. This person will typically be the first person with which a prospective client will speak, and therefore creates the initial impression for the company. Organizational skills are imperative as it is critical that we follow through with any commitments made to clients.

A positive and enthusiastic attitude when speaking with clients must always be displayed, no matter what things may be going in this person's personal life. Most clients will reach out via telephone to set their appointments and answering each call promptly is essential and is the single most important aspect of this position.

• Convert Internet Leads to Opportunities at a rate of 85% or more.
• Call internet leads as soon as they are received.
• Continually call at different times of the day until the lead is converted to an opportunity or the client says they are not interested.
• Send emails and text messages in addition to calling.
• Use Lead Trac in Closet ware to note activity.
• Maintain a cancel and no show rate of 5% or less.
• Send Pardot emails confirming appointments when they are set.
• Send Pardot emails if an appointment is changed.
• Call day before appointment to confirm appointment date and time.
• Understand all advertising that is in the market locally, nationally, and on the internet.
• Accurately depict the lead source of every client.

• Send required paperwork to Costco as soon as the job is complete.
• Account for all money in Closet Ware.
• Reconcile Closet Ware with deposits and credit cards.
• Invoice commercial clients as needed.

• Assign opportunities to the designers with the highest chance of making a sale.
• Use the Designer Performance Analysis report to determine which Designers are making sales.
• Get guidance from the Sales Manager or Owner which designers should be a priority.
• Use geography and location of designers to determine which designers can be assigned to a client.
• Understand the skill level of each designer such as if they have been trained to design wall beds.
• Maintain a correct schedule in Closet Ware.
• Enter opportunities immediately in Closet Ware.

• Keep a full schedule.
• Call pending services until they are set in the schedule.

• Understand all aspects of Closet Ware.
• Enter all activity in Closet Ware after every conversation with or concerning a client using the proper format.
• Use Closet Ware reports to verify all information by all employees has been entered.
• Handle all Closet Ware questions from everyone in the company.
• Make sure Closet Ware accurately reflects the Installation Schedule.
• Scan complete files and store in Closet Ware.
• Update Centah and OMS following Costco Procedures.
• Update Lowe's portal following Lowe's Procedures.

• Answer the phone using Closet Factory Standards.
• Be responsive to all people who call or have contact with the office.
• Encourage designers to sell every appointment.
• Help every client that calls with any issue.

• Review all paperwork for accuracy before processing.
• Process and request all contracts to be sent to clients.

* This is not a complete summary, some other tasks or duties may be assigned.

• High School Diploma or equivalent required.
• Proficient with personal computers, especially MS Word, MS Excel, Google Sheets, Google Docs.
• Excellent phone skills with an eye to looking at the positive and solving problems and challenges.

• Strong organizational skills.
• Strong math skills.
• Attention to detail.
• Cheerful positive, and problem-solving attitude.

• Closet Factory is an Equal Opportunity Employer.
• Employment subject to background check and drug screening.