Inside Sales Center Confirmation Specialists

The Confirmation Specialists is responsible for the appointment confirmation process, confirming customer information, and ensuring consultation times are fully utilized to capacity goals.

(Base pay of $18/hourly plus bonuses/Average annual salary expected to be between 65k and 70k)

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.

Work with Confirmation Supervisor to manage Renewal by Andersen appointment confirmation process including email and phone communication with homeowners. In particular handle the escalated confirmation calls, such as non-traditional media types, one party approved, sole owner and any other different circumstances on the original appointment.

Outbound calling on one parties, no demos and demo no sales as well as other media types that we experience lower set rates. This could include television, radio, lead aggregators or others.

Work with confirmation team to manage the Renewal by Andersen appointment backfill process to ensure sales consultation times are fully utilized to capacity goals. Assist with inbound and outbound consultation setting as necessary. Schedule consultations as per Renewal by Andersen guidelines.

Completes data entry for the confirmation reports daily. Ensures appointment calendar is managed and full-on daily basis.

Verify customer information is accurate and correct prior to appointment. Correct data entry errors and notify the ISC Coaches daily to provide feedback of any data entry errors.

Participate in department meetings as requested.

Implement Renewal by Andersen appointment confirmation process including email and phone

communication with homeowners. Establish best practices to share across Renewal by Andersen retailer network.

Continuously test alternative methods for confirmation (ie. Texting, emailing, etc.) to achieve desired confirmation rate.

Contact the Sales Manager daily with any changes in schedules. Assist in the assignment of the consultations to the proper sales consultant as per guidelines. Considering distance between appointments, sales consultant tenure, sales consultant skill set, job potential, etc. Converse with Design Consultants about a customer’s concern while they are visiting a customer’s home to assist the close.

Training – Cross train other Inside Sales Agents on confirmation and backfill process. Also assist in the onboarding process for new reps.

Process improvement – actively identify opportunities to establish/improve processes internally within the inside sales center as well as with respect to the inside sales center’s interaction with field sales and marketing. Drive process acceptance and implementation amongst inside sales center. Other duties as assigned.

Supervisory Responsibilities

This job will have no supervisory responsibilities.

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and/or skills required of the individuals classified in this position.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

Associate or Bachelor’s degree in business or an equivalent combination of education and experience. Minimum of two+ years of inside sales/call center experience.

Language Skills

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

Mathematical Skills

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability

Ability to solve practical problems and…