Appointment & Customer Specialist
Job Brief:
We are on the hunt for a dedicated Appointment & Customer Specialist. This is ideal for an outgoing go-getter keen on managing leads, scheduling appointments and ensuring customer satisfaction. Within this role, you will have the opportunity to play a vital role in driving inbound lead generation and delivering exceptional ongoing customer service. Additionally, you will also have the opportunity to contribute to overall marketing efforts, to include some social media management and event planning support. This is certainly an exciting role for an outgoing and energetic professional!
Founded in 1976 near Philadelphia, Porter Family Exteriors is a family-owned professional enterprise with remarkable growth. Our expertise lies in exterior construction, with a specialization in James Hardie Siding and GAF Roofing products. You'll have the opportunity to join our motivated team that embodies a growth mindset and takes ownership and pride in their work. This position is perfect for an individual who wants to grow their career while supporting a reputable brand and contributing to the success of our company.
Primary Job Responsibilities:
Appointment Center Tasks (32 hours per week)
- Manage and follow up on inbound leads.
- Addresses inquiries regarding products and services; proposes solutions upon identifying the issue.
- Conduct outbound lead setting calls twice daily.
- Engage with rehash customers through phone calls and emails twice weekly, utilizing provided scripts to maximize sales opportunities.
- Efficiently manage the scheduling of appointments to optimize team productivity.
- Manage customer information in CRM.
- Conduct regular follow-ups and check-ins to ensure an exceptional customer experience.
- Compile reports on leads, appointment settings, results, and conversion rates.
- Liaison between customers and sales/production teams.
Marketing Support Tasks (8 hours per week)
- Assist in creating 1 - 2 featured projects per week to highlight the company's services.
- Collaborate with site managers to enhance the company's online ratings through maximized Google reviews.
- Support social media accounts, dedicating 30 minutes daily to lead generation and content ideation.
- Support in the planning and execution of possible marketing events, contributing to the company's visibility and customer engagement.
Qualifications and Skills:
- Proven experience in customer service, call center, or a similar role. 5+ years.
- Conversationalist- can bring your own rapport-building skills while being guided by a scripted presentation, are well-spoken, upbeat, determined, driven, and diligent.
- Ability to interact with all levels of customers.
- Familiarity with CRM systems and Google Suite.
- Strong organizational skills with the ability to manage schedules and follow up on leads diligently.
- Excellent verbal and written communication skills.
- Ability to work independently and as part of a driven team.
- Basic understanding of social media platforms and digital marketing strategies.
- High school diploma required; further education in Marketing, Business, or related field preferred.
- Experience within a construction or service based industry, preferred.
The right candidate will align with our core values:
Accountability - Transparently taking ownership of our work, decisions, and actions.
Commitment- Dedicated to supporting each other to create a positive working environment and customer experience.
Initiative- Tackling challenges now, not later.
Mindset-Growth - If we are not moving forward we are moving backwards, there is no room for complacency here.
Benefits:
We offer an attractive compensation and benefits package which includes-
- 401k with 3% match
- Health Insurance
- Paid Time Off
Job Type: Full-time
Pay: From $55,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Health insurance
- Paid time off
Experience level:
Shift:
Weekly day range:
Work setting:
People with a criminal record are encouraged to apply
Experience:
- Social media marketing: 1 year (Preferred)
- Customer service: 5 years (Required)
- Appointment scheduling: 3 years (Required)
- Warm calling/Outbound Call: 3 years (Required)
Work Location: In person