Inside Sales Center Coach

RbA is the exclusive start-to-finish retail window and patio door replacement division of Andersen Corporation -the most recognized window brand in North America.

We are looking for an Inside Sales Center (ISC) Coach in the Wichita, KS area! This role will play an important role in managing the performance of the Inside Sales Center team. You'll be partnering with the Manger of the ISC on process improvements and strategic initiatives to drive increased production and enhance the customer experience.

PRIMARY RESPONSIBILITIES:

• Responsible for coaching, motivating, encouraging, and guiding Agents to meet their performance goals, deliver the RbA methodology without compromise, recognize all opportunities on the call to sell the value of solid appointments that result in demos, and develop excellent delivery that includes but is not limited to providing assurance of help, developing trust, credibility, urgency, and rapport with the callers.

• Be a Team Coach & Leader! Consistently communicate & partner with ISC Director on both team goals & agent goals and coach the Agent’s sales process both “Live & One on One” to help them increase setting solid appointments that demo.

• Provide encouragement, energy, reinforcement, recognition for positive performance, coaching and assistance on how to deal with difficult or escalated customer situations.

• Identify opportunities to establish and improve processes internally and externally & communicate those to ISC Director and communicate with the ISC Director on any performance or behavioral issues while always maintain a positive attitude – be always courteous & professional.

• Partner with ISC Director and assist with training and coaching new hire and effectively communicate to all team members, customers and prospective customers respectfully and tactfully representing Renewal by Andersen.

Starting Pay is $18-$20/hourly depending on experience. Potential bi-weekly bonuses up to $550, Quarterly bonuses of $900, and increase on hourly wages and an End of Year bonus up to $1000 if specific capacity goals are met and are meeting minimum expectations. Schedule is either Mon-Fri (10a-7p) or Mon-Fri (11a-8p) whichever you prefer!

QUALIFICATIONS:

• Being in office - 8033 E Douglas Wichita, KS 67207 (reliable transportation and valid driver’s license)

• High School Diploma or equivalent required

• 3+ years in Call Center/Leadership or Supervisor Positions

• Effective communication, both written and verbal, positive attitude

• Professional phone voice with proficiency with computers, especially with CRM software, and strong typing skills

• Experience with coaching and developing multiple individuals with different learning styles to meet & exceed performance expectations,

PROCEDURES & GOALS:

• Reinforce and represent RbA family culture this includes but is not limited to all interactions & communication with the ISC team as well as all other RbA employees. Retain job knowledge regarding processes including but not limited to:

Outbound Scripts/ Enabled Plus Notes and Customer Profile Management/ Accurate Sourcing Information/ Qualifications/ Rebuttals

• Be aware of and report all HR infractions including: - Bullying/ Harassment/ and all other HR concerns

• Follow direction from ISC Director regarding any procedures, provide input and ideas to help increase performance and morale.

• Be open to feedback and ensure that feedback is implemented; ask questions if clarification is needed on any feedback that is given.

• Verify the quality and accuracy of all scheduled appointments by following Renewal by Andersen’s Confirmation Process.

• Actively track and review individual performance to analyze success and evaluate areas for improvement.

• Achieve a minimum 85% - 95% Demo Rate on confirmed appointments as a team (Sales + Demo No Sales / Leads Issued = Demo Rate)

• Assume responsibility, including follow-up, for all problem resolution and customer satisfaction within your responsibility and authority.

Ethical Workplace: Renewal by Andersen values and expects employees to act with fairness, honesty, and integrity. We recognize that the way in which you are paid can be manipulated through Enabled Plus. You should expect that your manager and team leaders will be checking your work on a regular basis. Any manipulation of the system will not be tolerated and will result in immediate termination.

By applying to this job, I agree that I may be contacted at the number submitted, including by autodialed calls and texts, for informational and all other purposes by Renewal by Andersen, and its affiliated companies (collectively, “RbA”).