Confirmation Lead

Job Title: Confirmation Lead

Reports to: Inside Sales Manager

Department: Inside Sales Center

Position type: Full Time-Hourly

Shift: M-F, 10:30am-7:00pm w/ on call shifts

As a Lead Confirmer, you will manage and confirm the leads you are assigned, assisting ISC Agents as needed. Our Call Center Lead Confirmer will handle a high volume of outbound and inbound calls. They talk to our customers about our products and services and ultimately give the final approval of the lead before handing it off to the sales department. In this position, we are focused on setting up QUALITY appointments for our sales reps by following our 5 commitments and do’s/don’ts document. Ongoing development, improvements and minimizing mistakes is vital in this role, and being the eyes and ears with our scheduled appointments is a key role. In this role you will deliver exceptional customer service, you will treat potential customers with the utmost respect.

Daily Goals & Responsibilities 

• Communicate and confirm with prospective customers using the company prescribed scripted confirmation and rebuttals.


• Adhere to the outlined Confirmation Process Document


• Confirm and update all essential homeowner information correctly, including names, addresses, phone numbers, email addresses, and secondary contact information as needed. 


• Leave voicemails, emails and send text messages using texting application to drive confirmations. 


• Manage the online bookings with all necessary information and commitments.


• Use “Message Confirm” process when applicable to secure more confirmations.


• Act as cancellation department and reschedule when at all possible.


• Act as ‘voice of Renewal by Andersen’ and communicate with all team members, customers, and prospective customers respectfully and tactfully. 


• Adhere to all Inside Sales policies and procedures including but not limited to Cell Phone usage within the ISC, attendance and punctuality policy, performance policy, dress code policies. 


• Assume responsibility, including follow-up, for all problem resolution and customer satisfaction within your responsibility and authority. 


• Assist in live coaching of fellow agents as needed or requested by ISC Leadership. 


• Exemplify companywide values and use them in daily tasks and interactions both internally and externally.  


• Communicate with ISC, Marketing, and Sales management as needed to ensure we are delivering Signature Service  


• Provide feedback on agent performance based on confirmation process to ISC Leadership.  I.e., improper notes, inaccurate data, poor quality sets.  


• Ensure all confirmation notes reflect the conversation that was had with the homeowner and the notes are clear for sales management to assume responsibility over the scheduled appointment.  


• Manage Renewal by Andersen appointment backfill process to ensure sales consultation times are fully utilized and capacity goals are met.  Request additional capacity if needed to ISC Leadership.


• Quarantine leads as necessary to manage leads and call lists appropriately.  


• Place outgoing phone calls and convert them into qualified sales leads when time permits.


• Any other duties assigned by ISC leadership.

Weekly/Monthly Goals & Responsibilities 

• Maintain a minimum Demo Rate performance of 90% or greater


• Achieve weekly/Monthly issued appointment goal as assigned by ISC Leadership


• Maintain a minimum One-Party rate of 10% or less


• Maintain issue rate of 75% or greater.


• Maintain Call Criteria Confirmation score of 85% or higher

Education and Experience Requirements

• 
  High School Diploma or equivalent required


• Minimum 4 years of customer service experience


• Previous call center experience a plus but not required


• Sales mindset and metrics driven

KSA's

• 
  Ability to multi-task, prioritize and manage time effectively.


• Ability to work in a fast-paced environment and collaborate effectively as a team member


• Exceptional interpersonal skills and a friendly demeanor


• Excellent, respectful and enthusiastic verbal communication skills is a must


• Strong time management skills


• Conflict management skills with the ability to contribute to a positive team culture and create a culturally inclusive environment


• Ability to be empathetic and build trusting team member and customer relationships


• Ability to actively listen and communicate effectively


• Ability to effectively problem solve in a fast-paced environment


• Ability to actively receive and seek Feedback