Call Center Representative

About Renewal by Andersen

Renewal by Andersen - SLC is the window replacement subsidiary of Andersen Corporation, a company that has revolutionized the window and door business for more than 110 years. Drawing on the Andersen tradition of over 100 years of quality, innovation and craftsmanship, Renewal by Andersen was founded with the objective to stand apart in the products we provide and, in our standard, to give our client’s the best window and door replacement experience.

Since opening our first store in Minnesota in 1995, Renewal by Andersen Corporation has rapidly grown to more than 100 markets in the U.S., becoming one of the largest replacement window companies in the country.

As an organization, we take pride in our outstanding leadership, innovation, expertise, customer service and we are excited to bring on a team member who shares these same values.

Job Overview

Renewal By Andersen has an immediate opening for a full-time, in-office Call Center Representative. Call Center Representatives play a crucial role in identifying and qualifying potential customers (leads) through inbound/outbound calls (No Cold Calling), text messages, and emails. Their main objective is to generate qualified leads for the sales team by scheduling appointments for consultations about window and door replacements.

These representatives handle both inbound and outbound phone traffic, set up consultations for window and door replacements, and direct incoming calls to the appropriate department. They are essential in delivering an outstanding experience to homeowners by being professional, efficient, and polite.

Position Type: Full-time, benefited, non-exempt, at-will position.

Salary: Base pay starts at $18 per hour. With a generous bonus plan, full-time call center representatives average up to $25 per hour. Pay is subject to fluctuation based on seasonal demands and performance.

Schedule: The position requires 40 hours per week in the office. Shifts are 8 hours, Monday through Friday, with 1-2 rotating Saturday shifts per month. Holiday shifts as needed.

Best Candidate Qualities:

• Fun, friendly, and positive attitude.
• Outgoing personality and ease when talking with the public.
• Outstanding customer service in being courteous and polite.
• Clear and concise written and verbal communication.
• Good organizational and communication skills.
• Dependable and timely.

Duties & Responsibilities:

• Reports directly to the Inside Sales Manager.
• Communicate positively and professionally with homeowners and potential customers through phone calls (no cold calling), emails, and texts to gauge interest and qualify leads.
• Answer and screen inbound phone calls.
• Coordinate and confirm consultation appointments for homeowners and initial meetings between qualified leads and the sales team.
• Inform sales representatives of any changes to their schedules.
• Maintain accurate information regarding leads and their interactions in the company’s Customer Relationship Management (CRM) system.
• Review all online schedulers and duplicate leads as they are received by email.
• Meet phone and lead generation quotas during each shift, and monitor key metrics related to lead generation performance to identify areas for improvement.
• Learn, execute, and follow scripting accurately and respectfully to give homeowners the highest customer service.
• Enter appointments accurately and promptly from lead sheets received from the Events and Proximity Marketing teams.
• Keep shared workspaces clean, sanitized, and free of clutter and trash.
• Maintain an average of 25 attempts per hour for inbound and outbound calls.
• Organize tasks and meet daily deadlines.
• Provide call center coverage as need
• Perform other duties as assigned.

Requirements and Qualifications:

• High school diploma or equivalent.
• Effective listening and communication skills.
• Strong persuasive abilities.
• Detail-oriented and organized.
• Phone communication skills.
• Comfortable with lead communication, outreach, and appointment scheduling.
• Previous sales and/or customer service experience is preferred. Experience in reception or office management is a plus!
• Type at minimum 45 wpm.
• Bilingual is a plus!
• Employment offer contingent on a clean, basic background check.

Working Conditions:

• Working in indoor office space with regular noise levels consistent with a business environment.
• Work with a group or as part of a team.
• Work near other people, but usually have a few feet of space separating them from coworkers.
• Workspace is communal with members of the call center team.

Physical Requirements:

• Able to remain stationary in the desk cubicle area for extended periods of time.
• Able to communicate verbally and interpret customer needs through exchange of information.
• Manual dexterity to enter text or data into a computer or other machine by means of a traditional keyboard or telephone keypad.
• Able to hold, grasp, turn, and lift objects for work purposes (such as office equipment).
• May be required to use mobility of upper body, as well as have mobility to move within office space as required.
• Able to lift and/or move up to 25 lbs (as necessary).

Supplemental Information:

• Generally have a set schedule each week.
• Paid training and NO COLD CALLING!
• Ability to arrive to scheduled shifts in a timely manner.

Benefits:

• Health insurance
• Health savings account
• Dental insurance
• Vision insurance
• 10k paid group life insurance
• Life insurance
• 401(k)
• 401(k) matching
• Paid time off
• Employee break room snacks

EEO Statement

Chisl, Inc dba Renewal By Andersen - SLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.