Service Coach

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 experienceu202fu202f

Daily Duties:

• Communicate all scheduling considerations to the Support Coach promptlyu202f

• Approve the schedule as produced by the Support Coach within 48 hours of receiptu202f

• Conduct client calls as scheduled by the Support Coachu202f

• Responsible for completing/clearing client calls in contact management softwareu202fu202f

• Create and review client management plans with the Senior Coach and work on the plan with clients.u202f

• Create and communicate client call plansu202f

• Review/offer insight on the financial statements as produced by the Support Team with the client on call following receipt of documentsu202f

• Recommend process improvements to clients and /or additional training where needed for staff to help reduce the time needed to perform servicesu202f

• Assist the client in writing procedures, approve write-up as part of BDR philosophy, and implement with the team.u202f

• Write clear, concise call summaries with measurable action items using the Profit Coach templateu202f

• Complete call summaries as specified in the associated procedureu202f

• Request clients' email verification of completed items or review/confirm during a client callu202fu202f

• Follow up with clients within agreed time frames.u202fu202f

• Review/train the client on how to use BDR resourcesu202f

• 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 deadlineu202f

• Maintain accurate records of outbound and inbound correspondence with clients, including timely updates to companies' CRM/scheduling and completed call processu202f

• Maintain client binders and appropriate electronic documentationu202f

• Write clear and concise business case studies, ROI Reports, and Improvement results, along with opportunity dollars based on successful adaptation and implementation.u202f

• Inform the Senior Coach when there is a concern with the progress or status of an existing client promptlyu202f

• Treat all clients and coworkers with respectu202f

• Respond to all emails within 24 hours of receipt, even if this means saying further research is neededu202f

• Maintain computers as directed by the IT Departmentu202f

• Use the tools and resources as provided within the guidelines specifiedu202f

• Maintain an organized workspaceu202f

• Maintain sufficient office supply stock (Off-site coaches only)u202f

• Complete all reporting as directedu202f

• Write business articles with engaging and compelling content for our multiple audiences using proper outline and sentence structureu202f

• Contribute to training sessions as requestedu202fu202f

• Be available for Senior Coach meetings as scheduledu202f

• Attend client events as directedu202f

• Attend and participate in training sessions as scheduledu202f

• Other duties as assigned

Why work for Us?:

• Named in Seattle Business Magazine for Washington's Best Companies to Work For list for 2022!!!!

• Our average employee tenure is over 5 years, so we are a great place to work!

• Our team is truly passionate about helping our clients be successful

• Caring ownership and management

• Clear expectations and communication

• Great place for career advancement with training and support from the team

• Lots of long-term clients

• Fun! Yet professional

WE ARE A 100% DRUG-FREE AND TOBACCO-FREE EMPLOYER