Inside Sales Center Support Team Lead

Description

Our Vision: "We aspire to be the trusted partner in every homeowner's journey towards a safer, more beautiful, and energy-efficient living space. With a steadfast commitment to excellence, we strive to leave a legacy of transformed homes and delighted families, forever woven into the fabric of our communities".

Renewal by Andersen is a High-End Window and Door Replacement Company – the Elite Product in the Industry. We offer our customers a signature service experience unlike any other. Because our product is top of the line, our customers have high expectations that we must meet or exceed. Our goal is to delight our customers throughout the process and every member of our team should strive to do their best to provide this type of experience for our homeowners.
- Check out this video to see who we are! https://vimeo.com/543689842/eac87297f0

What We Offer:

• An Award-Winning Work Environment - Awarded Top 10 Best Place to Work 3yrs in a row by the Orlando Business Journal and Orlando Sentinel!
• Paid Time Off & Six Paid Holidays
• Health, Dental, Vision, & Life Insurance
• Opportunities for Professional Growth & Advancement
• Hourly Rate: $18hr - $19hr
• Schedule: Sunday – Thursday (Full Time) 10AM-7PM

The Inside Sales Center Support Team Lead assists the Inside Sales Center Team in maximizing the conversion rate of calls/leads/inquiries into scheduled appointments via a prescribed appointment-setting methodology for Renewal by Andersen.

Responsibilities:

• Lead and inspire a team of customer service representatives to meet and exceed performance goals, including call quality, efficiency, and customer satisfaction.
• Generate leads as a result of outbound calling, approaching potential clients at events and setting appointments for showroom walk-in.
• Monitor and evaluate team members' performance, providing regular feedback, coaching, and development opportunities to enhance their skills.
• Collaborate with the Senior Call Center Manager to establish performance metrics, track team progress, and implement strategies for improvement.
• Handle escalated customer inquiries and resolve complex issues, ensuring prompt and satisfactory resolution.
• Conduct regular team meetings to communicate updates, share best practices, and foster a sense of unity and shared purpose.
• Assist in the coaching of new team members, ensuring they are equipped to provide excel
• Analyze call center data and trends to identify areas for improvement, contributing to the development of process enhancements and training initiatives.
• Maintain a deep understanding of our services, and customer needs to provide accurate information and support.
• Uphold company policies and procedures, ensuring team members adhere to guidelines for professionalism, ethics, and customer interactions.
• ISC monthly agent performance reviews conducted and documented.

Requirements

• High School Diploma or Equivalent
• At least 1-2yrs of Customer Service/Call Center Experience
• Prior Experience with Training/Coaching Experience – Monitoring Team Calls & Metrics
• Work with individual agents who have not met their weekly metrics
• Possess exceptional phone etiquette, verbal, and written communication skills.
• Must be well organized and pay attention to detail.
• Ability to maintain a professional and positive attitude.
• Must be able to work independently with little guidance in a fast-paced, changing environment.
• Capable of working with internal and external teams and partners.
• Ability to work to strict deadlines.

**Must be willing to undergo a criminal background check**
**This Company Participates in E-Verify**

Our Company Culture is one that strives "to provide an exceptional employee experience that leads the way to delighted customers. We encourage our employees to achieve their personal and professional goals. Our continuous success is the result of our inclusive, collaborative, and positive environment”.

Renewal by Andersen® careers offers unrivaled opportunity! Our employees bring to life our key core values: integrity, alignment, achievement, balance, and commitment. If these values are also important to you, we want you on our team!

We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. This policy applies to all terms and conditions of employment, including recruiting,