ABOUT THE POSITION
At Vermont Gas Systems (VGS), we do important work. We deliver climate-forward energy services safely and affordably to over 56,000 customers in Chittenden, Franklin, and Addison counties. The Customer Solutions Coordinator serves as the central coordination point of our HVAC installation business, supporting customers and coordinating activities from initial inquiry through project completion, helping ensure continuity, clear communication, and timely progression across each step. This role connects customers, sales staff, installers, and management to ensure projects run smoothly, documentation is complete, and customers receive an exceptional experience.
The Customer Solutions Coordinator is highly organized, customer focused, comfortable working in a fast-paced environment, with strong critical-thinking skills and a collaborative approach to problem solving.
WHAT ARE THE DUTIES AND RESPONSIBILITIES FOR THIS POSITION?
Customer Service & Sales Support
- Respond to customer inquiries via phone, email, text, and in person.
- Answer questions regarding HVAC systems, services, financing, rebates, and other company programs (e.g. Efficiency, Service Plans).
- Qualify leads, schedule sales appointments, and support sales follow-up activities.
- Maintain accurate customer and opportunity records in Salesforce.
Project Coordination
- Reviews handed-off sales for completeness, files the parts/material list, and provides it to the warehouse/procurement for ordering; sets up and maintains the customer's project file.
- Collect down payments from customers, coordinate scheduling and communication between customers, sales staff, and installers.
- Collaborates with Field Service team on filing permits, managing documentation, and fulfilling administrative requirements throughout the project lifecycle.
- Assist Customer Solutions leadership with monitoring project progress and help ensure timely completion.
Customer Follow-Up & Project Closeout
- Conduct post-installation customer follow-up, including satisfaction surveys and project feedback.
- Answer basic customer questions regarding system operation and coordinate technical support when needed.
- Prepare customer completion packets and warranty registrations.
- Timely creation of service orders at the time of job scheduling, including detailed notes regarding the install and billing (which account to charge), tracking field completion and ensuring this is done in a timely manner.
- Assist with the installation billing process, including reviewing job codes for labor and parts/equipment accuracy.
Office Administration
- Support invoicing, billing, and payment tracking.
- Maintain organized digital and physical filing systems.
- Assist with reporting, vendor communications, rebates, and general office administration.
- Identify opportunities to improve processes and customer experience.
WHAT ARE THE REQUIRED SKILLS FOR THIS ROLE?
- Stay organized and manage multiple tasks and schedules in a fast-paced environment that adapts to shifting priorities.
- Provide outstanding customer support through active listening, empathy, and relationship-building, guiding customers toward solutions that meet their needs.
- Demonstrate strong critical-thinking and problem-solving skills, with the ability to assess information, identify issues, and recommend practical solutions.
- Maintain a reliable, professional presence and meet established deadlines and service expectations.
- Utilize technology and systems proficiently, including CRM (Customer Relationship Management) platforms, Microsoft Office, and workflow tools, while maintaining accurate data across multiple platforms.
- Thrive in a fast-paced, highly collaborative environment that requires flexibility, organization, and frequent reprioritization to meet customer and business needs.
PREFERRED EDUCATION AND EXPERIENCE
- Basic working knowledge of HVAC system components and controls (e.g., thermostats, mini-split remote controls, common operational settings) sufficient to answer simple customer questions and accurately triage more complex technical issues.
- 1-3+ years in sales operations, support, or customer service.
PHYSICAL DEMANDS/WORK ENVIRONMENT
- Frequent work on computers and screens.
- This is considered a hybrid position. Office environment is open and desks offer sit/stand features.
- Occasional travel for customer site visits, vendor meetings, conferences, training sessions, and sales events.
DIVERSITY AND INCLUSION STATEMENT
We are committed to building a work community that is inclusive and represents a vibrant diversity of background, experience, perspective and thought. Chances are, if you are considering applying for this position, you have transferable skills that will help you be successful in this role. Candidates across all markers of identify (age, race, gender, ability, communication styles, etc.) are highly encouraged to apply, even if every skill requirement does not match perfectly, because we believe in continuous improvement and support our employees in achieving goals and objectives.
