Welcome Call Expert Job Description
The Welcome Coordinator is a critical link between sales and service. Your mission is to ensure every new customer feels valued and fully prepared for their upcoming appointment. By auditing accounts, verifying agreements, and securing payments, you set our Field Experts (FE) up for success and ensure a seamless "Day 1" experience for our clients.
Core Responsibilities:
You are the first point of contact after a customer signs an agreement. You must reach out immediately to:
- Verify signed agreements, identify the correct point of contact, and check for existing Autopay credentials.
- Confirm service expectations and agreement terms with the customer.
- Collect payment methods and obtain explicit approval to charge the card on file.
- Facilitate any outstanding signatures required before service begins.
Efficiency is driven by your ability to stay ahead of the schedule:
- Priority is given to calling all customers scheduled for service that day who have not yet received a welcome call.
- Priority is given to calling all customers scheduled for 8:00 AM the following day.
- If a customer is unavailable, you are responsible for scheduling a specific callback time and creating a personal task to ensure no lead is left behind.
- Keep Field Experts (FE) informed of Welcome Call statuses and any pending items.
- Mark internal checklists and leave detailed notes using the universal code: “Welcome Call Note”.
Requirements & Skills:
- A "hit the ground running" mindset to reach customers the moment an agreement is signed.
- Ability to spot missing signatures or billing errors during account audits.
- Comfortable handling outbound calls and managing a busy follow-up calendar.
- Clear, friendly phone presence with the ability to explain complex agreements simply.
Compensation: 17
