Lead Coordinator

Renewal by Andersen•Charlotte, NC

5d•Onsite

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.

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

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