The Customer Engagement Specialist interacts directly with homeowners seeking our services, provides

support related to the sales process/team, assists with leads management, and provides administrative

support.

Phone Support & Lead Setting

Field inbound phone calls and direct to appropriate team members.
Use company provided script to set inbound leads for sales team with a goal of setting 2-legged appointments
Use company provided script to confirm appointments for sales team
Follow-up with online and website inquiries using 4-3-2-1 method of follow-up
Update daily scheduling email with confirmation statuses and coordinate with Office
Administrator around sales assignments and dispatching of sales schedule

2. Sales Support

Monitor Support inbox and fulfill tasks and requests, in order of priority, to include but not limited to:

Managing Spotio/canvassed leads and appointments
Distributing measurement reports and responding to measurement report requests
Storing submitted documents in Salesforce database
Responding to calendar updates and requests from sales team

Update Salesforce schedule for reps, order measurement reports, check credit ratings, verify home ownership, and prep lead information for the following day
Monitor GPS locations for sales staff to insure timeliness of arrival for all appointments
Enter new leads set by outside parties, including social media and outbound call center teams
Meet with Admin team and supervisor on a weekly basis to review call performance and call recordings

3. Follow-Up and Customer Care

Reset demos for appointments as needed for sales team
Complete customer care surveys after Demo / No Sale appointments
Contact cancelled appointments to reset opportunities

Software Used: Salesforce, Ring Central, Outlook, among others.

Requirements

Qualifications

Communication & Customer Service: A qualified candidate will possess excellent verbal and written communication skills for fielding inbound phone calls, setting and confirming sales appointments using company scripts, following up on online inquiries, and providing empathetic customer care including completing surveys and contacting cancelled appointments to reset opportunities.
Administrative & Sales Support: The ideal candidate will provide comprehensive administrative and sales support by monitoring a support inbox, managing Spotio/canvassed leads, distributing measurement reports, storing documents in Salesforce, responding to calendar updates, preparing lead information, entering new leads from various sources, and monitoring GPS locations for sales staff to ensure timely arrivals.
Technical Proficiency & Performance: Proficiency in software such as Salesforce, Ring Central, and Outlook is essential, alongside a willingness to meet with the Admin team and supervisor weekly to review call performance and call recordings to ensure continuous improvement and effective coordination of sales assignments and dispatching of sales schedules.

Benefits

Work remotely Monday - Friday, 40 hours a week (no weekends)
Vacation: 10 business days a year
Holidays: 5 National Holidays a year
Company Holidays: 5 Company Holidays a year (Christmas Eve, Christmas Day, New Year's Eve, New Year's Day, Zipdev Day)
Parental Leave
Health Care Reimbursement
Active Lifestyle Reimbursement
Quarterly Home Office Reimbursement
Payroll Deduction Purchase Plans
Longevity Bonus
Continuous Learning Bonus
Access to Training and Professional Development Platforms
Did we mention it's REMOTE?!!

One of our core values at Zipdev is "Be authentic." that's why we encourage you to answer the application form in your own words; we are interested in getting to know you, not a digital assistant.

Wondering how our remote environment or our payment method work? We've put together some helpful answers in our FAQs at the bottom our our career site. Take a look and let us know if you have any other questions!

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