ISC Coach

Assist Inside Sales Center Manager in maximizing the conversion rate of calls/leads/inquiries into scheduled appointments via a prescribed appointment setting methodology for Renewal by Andersen. To be supervisor on duty in times manager or supervisor is not present specifically in the evenings and weekends as well as live coaching on the agent floor during majority of working hours.  

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.  

Live Coaching – spend approximately 75% of shift at the live coaching station working with the team on duty. This involves doing live confirmations, positive feedback as well as constructive criticism given to all agents as needed. This includes listening in live to calls via the phone system and possibly taking over a call that gets escalated. 

Training – Assist Manager with initial and ongoing training of Inside Sales team. Assist in continuous refinement of formal training guides and tutorials for Inside Sales Agents. Ensure new and existing Agents are fully trained on procedures and processes. Train on core job responsibilities, product, sales process and marketing. Conduct 3:1 training as needed with all Agents on particular areas of need. 

Call Handling – Assist with the inbound, Canvassing/Events and outbound calls of homeowner inquiries into Renewal by Andersen. Properly qualify and schedule in-home consultations. Follow the five-step methodology for scheduling appointments. 

Call Reporting – Update Inside Sales Center KPI information from phone system and also customer management system (E+). 

Process improvement – Assist to 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. 

Outbound warm-calling – Assist in developing training, infrastructure, processes and procedures for Renewal by Andersen to conduct outbound warm-calling of contacts. 

Work with IT to ensure the customer management system is working properly. Report any issues to IT and follow up until resolved. 

Ensure that minimum expectations are met for email capture rate, all party sits, appointment lead time, etc. for the entire team and particularly for your designated team. If not being met, train and coach Inside Sales Agents to meet minimum standards. 

Call Monitoring and Quality Assurance - Utilize call monitoring system and scorecard to ensure process compliance. Provide continuous feedback to individual agents as necessary. 

Regularly assist ISC Manager with Agent 1 on 1’s and assist with sales meetings as needed. 

Assist with evening and weekend supervision. Reference the document “Acting Floor Manager Protocols” for details. 

Assist with confirmation calls and taking bad phone calls as needed. 

Monitor and complete various ISC reports as needed. 

Other duties as assigned. 

Supervisory Responsibilities 

This job will have 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  

Bachelor’s degree in business or an equivalent combination of education and experience. Sales and marketing experience preferred. Minimum of one year inside sales or 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. Must be familiar with Microsoft Excel.  

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 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.  

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, or any other federal, state or local protected class. We are committed to recruiting, hiring, training and promoting qualified people of all backgrounds.