Call Center Agent

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 part-time, in-office Call Center Representative. Call Center Representatives are primarily responsible for screening inbound calls and scheduling appointments for window and door replacement consultations. Call Center Representatives manage both inbound and outbound phone traffic, are responsible for setting window and door consultations, and directing incoming calls to the appropriate department. Call Center Representatives are crucial in providing our homeowners with an outstanding experience by being professional, efficient, and providing a polite conversation.

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

Salary: Base pay starts at $16 per hour. With a generous bonus plan, call center representatives average $17-$24 per hour.

Schedule: Position requires 20-25 hours per week in the office. Shifts from 2 pm to 7 pm, Monday through Friday, with two rotating Saturday shifts per month from 9 am to 4 pm.

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:
-Answer and screen inbound phone calls.
-Take customer calls and provide accurate, satisfactory answers to their queries, needs, and concerns.
-Communicate in a positive and professional manner with homeowners and customers via text message and email.
-Learn, execute, and follow scripting in a concise and respectful manner to give the highest level of customer service to our homeowners. Set appointments with a high level of understanding of a potential customer's project.
-Confirm appointments to ensure accurate data entry and homeowner commitment.
-Enter appointments accurately and in a timely manner from lead sheets sent in by Events and Proximity Marketing teams.
-Review all Online Scheduler and Duplicate leads as received by email.
-Notify Sales Reps about any schedule changes to their schedules.
-Keep shared work spaces clean, sanitized, and free of clutter and trash.
-Schedule and confirm consultation appointments for homeowners.
-Maintain an average of 18 attempts per hour between inbound and outbound calls.
-Coordinate with events and proximity marketing templates to ensure accurate data entry.
-Must be able to organize tasks and meet deadlines on a daily basis.
-Provide call center coverage, as needed.
-Other duties as assigned.

Qualifications:
-18 years or older
-Reliable transportation
-Clear background check.
-Effective listening and communication skills.
-Previous customer service experience (preferred).
-Previous reception or office management experience (1-2 years, preferred)
-Type at minimum 45 wpm.
-Bilingual is a plus!

Working Conditions:
-Work in an indoor office space.
-Work or be exposed to continuous sounds or noise levels.
-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.
-Work and communicate with coworkers and customers daily by phone, email, and in person.

Physical Requirements:
-Able to sit for extended periods of time.
-Able to talk or hear.
-Able to use hands and fingers to enter text or data into a computer or other machine by means of a traditional keyboard -or telephone keypad.
-Able to use hands to seize, hold, grasp, turn, and lift involving the hands.
-Able to walk and reach with hands and arm (as necessary).
-Able to lift and/or move up to 25 lbs (as necessary).
-Able to speak, express, or exchange ideas by means of spoken word.
-Able to hear, understand, and distinguish speech and/or other sounds.

Supplemental Information:
-Generally have a set schedule each week.
-Paid training and NO COLD CALLING!

Benefits:
-401(k)
-401(k) matching
-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.