Job Description

Job Description Req/Job ID: 1002916BR
Employing Entity: Transform SR Home Improvement Products LLC
Employment Category: Regular, Full-time
Job Function: Call Center
Store ID: 24620: SHP Lake Mary FL Call Ctr

GENERAL SUMMARY:

The internal candidate must have a proven track record of meeting and exceeding performance metrics and exhibiting leadership qualities in order to be admitted into the Fast Track Market Coordinator Training. The incumbent will be under the general direction of the Market Coordinator mentor, the incumbent will work closely with their mentor to meet the required training, build competencies, and perform all aspects of the Market Coordinator role in order to successfully complete the Fast Track Market Coordinator Training. The incumbents job performance will be evaluated by Management on a weekly basis to ensure the performance and training goals are being met. The successful completion of the Fast Track Market Coordinator Program would result in the incumbent moving into a Market Coordinator position. The incumbent will be required to qualify and set required appointments for the designated market/territory as part of the Fast Track Market Coordinator Program while providing the highest level of customer service to the Sears customer and sales force.

SCOPE OF RESPONSIBILITY:
An annual average district appointment forecast of 10,000.
Protecting the companys investment of approx $1.75 million annually in assigned district by maximizing the conversion of leads for all sources within the market.
Providing appointments to sales force within their assigned market with a result of projected revenue of $12+ million.

JOB RESPONSIBILITIES
Market Management Training
Assist district Market Coordinator in an assigned office to ensure all requests for appointments are met which includes scheduling of appointments and confirmation of pre-set appointments.
Must show ability to perform at desired performance levels weekly progressively throughout the Fast Track Training. Attend all Fast Track program sessions, applying classroom instruction to real market assignments under the mentor and Assistant Manager.
By example, serve as a leader in the room in complying with formal training, company and department SOP and established processes. Appointment Setting
Make and receive calls with the thought that you are forming the customers first impression of the company. Respond in an enthusiastic, courteous, friendly, and caring manner while selling the appointment to maximize lead to appointment conversion.
Schedule appointments for assigned office allowing sufficient time between appointments for the sales presentation and travel times.
Protect the companys investment by maximizing the conversion of leads to appointments.
Complete all assigned responsibilities within standards established for SIT, PNG and productivity percentages.
Disposition all leads according to established guile lines, I.E. Primes, Plus, Run-bys, etc.
Manage lead banks to maximize their performance by the organized working and proper disposition of leads by established guidelines within Appointment Center SOP.
Serve as a liaison between sales force and Searss customer.
Maintain good working relationship with marketing team members and sales force.
Service the customer to achieve the highest level of customer service to include scheduling appointment to see customer as quickly as possible based on appointment availability and customer needs.
Work leads by established process designed to protect the marketing investment.
Satisfy each customer with the highest level of service and communicated daily with management anything that may limit our ability to do so.
May serve as a floater to assist in any market and perform other duties as assigned. Job Requirements Education/Training
High School Education or equivalent required, college degree preferred.
Previous experience as a successful Appointment Specialist in the Appointment Center or proven record of success in a supervisory position or position that required directing/coordinating of others.

Experience
Prior leadership experience in a call center environment preferred or equivalent experience in sales, logistics, scheduling or distribution responsibilities.
Lead by example to motivate, give direction and maintain focus of market team.
Ability to work under pressure, effectively manage time and handle multiple tasks.
Must be flexible to adjust work schedule to meet needs of department. Role specific abilities/skills
Should have desire and show initiative for upward mobility.
Ability to effectively manage time, establish priorities and handle multiple tasks.
Must be self motivated and focused with the ability to work under pressure as a team member within a large group. Must maintain positive mental attitude at all times and handle each customer (internal and external) in a polite, professional manner.
Ability to handle fluid and changing data while achieving specific targets with that data.
Strong ability to organize and prioritize for multiple associates.
Must have computer knowledge to include Word, Excel, and Outlook.
Ability to handle customer/sales force concerns and demonstrate initiative in resolving in a timely manner, while maintaining a positive relationship with all at the same time.
Demonstrate excellent interpersonal skills.
Must demonstrate professionalism and highest level of customer service skills.

HomeServices, CallCenter
24620