Job description

THIS IS AN INTERNAL HIRE POSITION

Renewal by Andersen

Job Title: I S C Confirmation Specialists
Reports To: RL Brooks
FLSA Status: Non-Exempt
Prepared By: Human Resources

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

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. 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 deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Other Qualifications
Able to work non-traditional hours as needed (evenings and weekends). Demonstrated ability to overcome objections, negotiate positive outcomes and present positive image of the company. Ability to coach and train others. Ability to work with all levels and types of people and to appreciate diversity. Strong decision-making skills, demonstrated strategic business focus, and the ability to present and sell ideas to senior management.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The employee must maintain regular and acceptable attendance. Employees must display strong interpersonal skills, adaptability, initiative, dependability, oral and written communications skills, work standards and follow up.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee frequently is required to stand, walk, and sit. The employee is occasionally required to climb or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts and fumes or airborne particles. The noise level in the work environment is usually moderate.

The State of Texas is an "at will" employment state. I understand that this job description does not create a contract for employment with Renewal by Andersen and that the Company reserves the right to change or modify this job description at any time with or without notice. I understand that my employment is "at will" and the Company or I may end the employment relationship at any time, for any reason or for no reason, with or without notice.

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