Appointment Center Representative

POSITION SUMMARY

Has primary telephone contact with our customers, potential customers, and other parties for setting sales appointments leads, scheduling annual maintenance, and following up on a variety of issues. Supports the company’s management, purpose, mission, and values. 

ESSENTIAL JOB FUNCTIONS

1.    Represents the company through telephone contact by answering calls, setting sales appointments, scheduling Annual Maintenances and service calls, and following up on a variety of issues.  

2.    Keeps customer files updated, complete, and accurate.  

3.     Meets or exceeds goals for sales appointments, Annual Maintenances, and lead conversion. 

4.    Performs a variety of administrative tasks to support other departments of the company.  

5.     Provides customers with a remarkable experience. 

6.    Regular, reliable on-site attendance.

NECESSARY KNOWLEDGE, SKILLS, ABILITIES, AND OTHER CHARACTERISTICS

1.    Knowledge of customer service principles and practices. 

2.    Skill in operating a personal computer and programs. 

3.    Skill in verbal communication.

4.    Ability to understand, speak, read, and write English.

5.    Ability to handle a variety of tasks.

6.    Ability to perform accurate data entry. 

7.    Possess talent and personal traits:

•    Communication                        ●    Motivation

•    Customer Focus                        ●    Planning & Organization

•    Detail-Oriented                        ●    Self-Management

•    Diplomacy & Tact                         ●    Stress Management

•    Empathetic Outlook                    ●    Teamwork

•    Interpersonal Skills                        

EDUCATION AND EXPERIENCE

1.    High school diploma or GED preferred;  

2.    1 years of experience in customer service; or,

3.    A combination of education and experience that illustrates a proven track record in this field.

PHYSICAL REQUIREMENTS     0-24%     25-49%                           50-74%   75-100%

Detect/recognize information in written materials and on computer screen                                                                                                                                                                                X

Communicate accurately on the telephone and in person with others                                                                                                                                                                                        X

Move about/Traverse     X            

Accurately operate a computer and calculator                X

Ascend/Descend/Move self to lower position to inspect items under, on, or close to floor level   X            

Ability to drive a vehicle     X            

Ability to enter and work in a crawlspace     X            

Ability to travel overnight, up to 5 days a week    X            

PHYSICAL DIMENSIONS FOR LIFTING, CARRYING, PUSHING, PULLING

Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to move objects. Job involves maintaining a stationary position most of the time. Jobs are sedentary if moving about is required only occasionally.