Lead Coordinator

Renewal•Charlotte, NC

About The Position

The Lead Coordinator plays a pivotal role in supporting the Outside Sales Team by ensuring high-quality appointments, optimizing appointment scheduling, and addressing day-of issues with customers. This position requires excellent communication skills, a focus on customer satisfaction, and a proactive approach to managing schedules and problem-solving. Qualification Requirements To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Renewal by Andersen is the full-service window-replacement division of 120-year-old Andersen Corporation, the owner of the most trusted family of window brands in America. Renewal by Andersen was founded with a mission to redefine the industry and to offer a different—and better—window-replacement experience. Renewal by Andersen has 10 company-owned locations and over 50 independently owned “affiliates” across the United States. S&L Windows is a Renewal by Andersen affiliate that operates in three markets: Charlotte, NC; Columbia, SC; and Greenville/Asheville/Spartanburg. S&L Windows prides itself on being an experienced, reliable partner for its customers by offering superior products and operating with a Green Diamond service mindset. As a family-owned and operated business, S&L Windows is an active member of the community and routinely engages in charitable work through more than a dozen nonprofit organizations. Renewal by Andersen and S&L Windows are proud equal-opportunity employers. We are committed to fair hiring practices and to creating a welcoming environment for all team members.

Requirements

High School Diploma or equivalent required.
1-2 years of administrative or customer service experience preferred.
Strong verbal and written communication skills.
Proficient in CRM systems (Salesforce, SAP, etc.) and telephony platforms (Nice, Five9, etc.).
Ability to manage multiple tasks with strong attention to detail.
Comfortable de-escalating conversations and overcoming objections.
Flexible and resilient when handling shifting priorities and business conditions.
Strong interpersonal and customer service skills.
Proficient in Microsoft Office Suite, particularly Excel, Word, and Outlook.
Ability to multitask and work collaboratively in a fast-paced environment.
Demonstrates a problem-solving mindset and proactive communication.
Ability to work independently
Sitting for Extended Period
Visual Acuity
Speaking and Hearing
Communication
Travel

Responsibilities

Manage the quality and capacity of appointments for the Outside Sales Team.
Ensure a 90% or higher confirmation rate for scheduled appointments.
Monitor SMS messaging and promptly respond to homeowner inquiries.
Reschedule canceled appointments quickly via phone or text communication.
Review the appointment calendar daily to optimize scheduling and pull forward appointments as needed.
Follow Renewal by Andersen’s confirmation process to verify appointment details.
De-escalate customer concerns and clarify expectations effectively.
Assist with administrative tasks, including accurate lead checks and notes.
Support a culture of customer and team member delight.
Other job duties as assigned