Call Center Coordinator

Who You Are

• Warm. You are friendly and easy to talk to, and callers feel taken care of from the first hello. Homeowners often reach out when something in their home is not right, and your tone puts them at ease.
• Competitive. You like having a number to hit and you keep an eye on where you stand. A goal on the board motivates you rather than stresses you, and you would rather beat last month than coast.
• Decisive. Your instinct on every call is to get the appointment on the calendar. You ask for it directly instead of waiting for the customer to suggest it, and you know how to work through a hesitation without pushing.
• Responsive. You return calls and messages quickly and do not let leads sit. You understand that the first company to call back usually wins the appointment.
• Steady. Several requests coming in at once does not rattle you. You can triage a full queue of calls, texts, and web inquiries, decide what gets handled first, and keep your voice calm through all of it.
• Efficient. You are thorough without letting calls run longer than they need to. You gather what the estimator needs, confirm the details, and close the call rather than letting a five-minute conversation stretch to eleven.
• Knowledgeable. You have a working familiarity with the parts of a house and the words that go with them, so a customer describing a wet basement, a rotted deck board, or a crawl space issue is not speaking a foreign language to you.
• Dependable. You understand your role on the team and follow the process, even when someone asks you to bend it. You will not skip a step or shade a record to make a teammate’s day easier, because you know the whole schedule depends on the information being right.
• Coachable. You welcome call reviews and feedback as a way to improve. You take a critique of a call as useful information rather than a personal criticism.
• Professional. You represent DBC’s Core Values in every interaction, with diplomacy, tact, empathy, and resilience. You are the first impression of the company, and you treat that as part of the job.

Success Determined By

•          Lead to appointment monthly conversion rate quotas across all divisions
•         Responsible for achieving cancellation, upsell, rehash, and hunter role monthly conversion quotas per company KPIs across all divisions.
•          Same-day follow-up to all leads, with 98% accuracy of scheduled appointments and customer file maintenance.
•          Speed to lead: new inquiries returned in under 2 minutes during business hours.
•          Call efficiency: average handle time of 5 minutes or less while maintaining call quality standards.

Essential Job Functions

•  This is a hands-on role; active participation in appointment scheduling is required.
• Meet goals for the day, week, month, and quarter. Update the scoreboard with the prior week’s data.
• Run cancellation reports and follow up to reset.
• Follow up on leads that did not yet book to get them schedule.
• Schedule appointments between new customers and estimators using the company’s scheduling software.
• Monitor and manage incoming leads from phone calls, text messages, emails, online inquiries, and social media.
• Ask qualifying questions and accurately capture the scope of the customer’s project so the right estimator is schedule.
• Listen to and review calls for feedback and coaching purposes.
• Monitor scheduling software daily to ensure 98% accuracy.
• Submit requests for credits to lead sources regarding problem leads.
• Track and schedule service and annual maintenance appointments for past customers.
• Conduct follow-ups with potential customers to gather feedback on their experience with estimators, sharing insights with the Sales Manager.
• Assist in scheduling appointments at home shows and other events, coordinating the appointment-setting schedule with relevant team members.
• Coordinate with backup / weekend on-call appointment setters.
• Support the distribution of pre-mailers for upcoming appointments.
• Participate in weekly training meetings at DBC and other required training sessions.
• Other duties as assigned.

Essential Skills

• Exceptional verbal and written communication skills and customer service abilities.
• A clear, warm, confident phone presence. This role is the voice of the company.
• Proven ability to convert inbound interest into booked appointments.
• Basic working knowledge of the parts of a house and the terminology that goes with it (foundations, basements, crawl spaces, roofs, decks, kitchens, baths, windows, and the like). Prior remodeling, construction, or home services experience is a benefit but not a requirement.
• Strong organizational and time management skills, with the ability to prioritize competing requests without losing track of any of them.
• Ability to collaborate effectively with multiple teams while holding the line on process and accuracy.
• Proficiency in Microsoft Office, scheduling software, and/or customer relationship management software.
• Proven experience in appointment scheduling and management.
• Growth-oriented mindset with a willingness to learn and adapt.
• Ability to remain calm and composed under pressure.
• Strong attention to detail.

Tools Necessary to Complete Job

• A smartphone for necessary company apps
• Reliable transportation to the office

Education and Experience

• High School diploma.
• 5+ years of customer service, call center, or management experience required.
• Experience in a goal-based or quota-carrying environment strongly preferred.

Compensation & Hours

• This position is non-exempt and paid bi-weekly
• Hours: 8 a.m. to 5 p.m.
• Weekend on-call and trade shows, as needed

Benefits

• Paid Time Off (available after 60-day probationary period): Two weeks, 10 major holidays, 1 birthday day off
• Company health, dental, and vision plan available after 60 days
• 401k with up to 4% employer match - available after six months of employment

This position does require the ability to pass a background check and drug screening. DBC is an Equal Opportunity Employer.