Manager of the revisit program being done in 6 of the 7 CORO locations as well as affiliate locations that are using the National Inside Sales Center. Direct supervision of the specialists on the team who will be conducting the revisit calls as well as escalated calls that come into the Inside Sales Center. The revisit program will utilize a sales methodology consistent with the selling process done by the outside sales team.
Lead Handling – Direct supervision of up to 15 specialists who make the revisit calls to get an appointment scheduled for a senior product specialist to go out to the home to reconfigure the quote. Specialists will also handle escalated calls that come into the Inside Sales Center as they are more veteran callers. Revisit calls will be made using the prescribed sales methodology. Manager is responsible for key metrics regarding this program such as: calls per hour, set rate, demo rate, and sale rate. Manager is also responsible for making revisit calls to ensure knowledge of methodology as well as leading by example. This will help in coaching the specialists.
Hiring/Training/Performance Management of Specialists - Work with the ISC Manager to promote higher performing agents into the role of specialists as well as recruit from the outside for this critical position. This will be a fast growing program and we will need to continue to build the team to ensure we are able to meet demand for the program. Revisit manager will be in charge of training the new hires as well as performance management of the team. Work with the ISC Training Specialist for ongoing training of specialists. Ensure new and existing specialists are fully trained on procedures and processes.
Account Management - Work with various markets (CORO and ARO) on promoting the revisit program as well as communicating results of how it is going. Will be necessary to hold markets accountable for correct assignment of leads as well as resulting accuracy.
Work with ISC director on strategic planning and budgeting for the revisit program. Will need to determine a price to charge the ARO markets for this program which will reflect a profit margin.
Become versed in all other aspects of the Renewal by Andersen retail operation (including in-home selling, installation, operations, and customer service) to fully understand their impact on the customer experience and profitability.
Direction of others
Direct supervision of a minimum of six specialists and up to 15 specialists in the inside sales center who are responsibly for making calls for the revisit program.Qualifications
Bachelor’s degree in business or an equivalent combination of education and experience.
Sales or customer service management experience required.
Computer skills and training of team on Enabled Plus required.
Planning and goal setting skills
Strong communication skills
Demonstrated ability to overcome objections, negotiate positive outcomes and present positive image of the company