Call Center Agent

Call Center Agent’s primary responsibility is to set and confirm appointments by answering inbound calls and making outbound calls. Most of the shift will involve heavy phone work and entering lead information into Lead Perfection. Our system will automatically dial the next lead that needs to be contacted and it is the agent’s responsibility to remain available as much as possible throughout their shifts to handle these calls.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Duties: 

• Answer incoming calls and respond to web leads immediately to set sales appointments
• Confirm all appointments
• Review appointments and lead schedule daily
• Transfer any call that is not a sales call to the appropriate office
• Update appointments as needed

Performance Expectations & Incentives:

• Incentives - Weekly commission based on performance - Increased bonus potential
• Agents will have performance and production goals that will need to be met or exceeded on a daily/weekly/monthly basis - These goals include:
  • Set Percentage - Number of appointments set in comparison to calls received/made
  • Demo Rate - Number of completed demos in comparison to total appointments set
  • Productivity - Number of calls taken or made during each shift.
  • Availability - percentage of time available to receive or make calls during each shift
  • Call Quality - Calls will be recorded and scored to ensure script is being followed correctly and we are maximizing our opportunities

PHYSICAL DEMANDS / WORK ENVIRONMENT   

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.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Usual office environment with ability to sit or stand for long periods of time.
• Frequent use of eye, hand, and finger coordination enabling the use of office machinery.
• Oral and auditory capacity enabling interpersonal communication as well as communication through automated devices such as the telephone.

• Excellent customer service skills
• ability to use and speak on phone for long periods of time
• Excellent computer skills including using Microsoft Office