Make an Impact. Drive Results. Help Homeowners Take the Next Step.
At Renewal by Andersen, we're committed to delivering an exceptional homeowner experience from the very first interaction. As a Bilingual Customer Engagement & Appointment Specialist, you'll play a critical role in maximizing appointment success, supporting our sales team, and ensuring homeowners feel confident and informed before their consultation.
This is more than a customer service role. You'll partner closely with Sales, Marketing, and Operations teams to optimize appointment performance, increase confirmation rates, improve customer engagement, and help drive business growth. By communicating fluently in both English and Spanish, you'll create a seamless customer experience while ensuring every sales opportunity is fully utilized.
If you're energized by connecting with people, solving problems, and making a measurable impact every day, we'd love to hear from you.
ESSENTIAL DUTIES AND RESPONSIBILITIESDrive Appointment Success
- Lead the Renewal by Andersen appointment confirmation process through phone, email, text messaging, and other communication channels.
- Provide professional customer communication in both English and Spanish to support appointment confirmation, scheduling, and homeowner engagement efforts.
- Connect with homeowners to verify information, confirm appointments, answer questions, and create an exceptional customer experience.
- Handle complex and escalated confirmation scenarios, including one-party approvals, sole-owner situations, non-traditional lead sources, and other unique appointment circumstances.
- Proactively identify opportunities to save appointments, overcome objections, and increase confirmation rates.
Maximize Sales Opportunities
- Work closely with the confirmation team to manage the appointment backfill process and ensure consultation schedules remain fully utilized to capacity goals.
- Assist with inbound and outbound consultation setting as business needs require.
- Schedule consultations in accordance with Renewal by Andersen guidelines.
- Conduct outbound calling efforts on one-party appointments, no-demo opportunities, demo-no-sale opportunities, and other lead sources that historically experience lower set rates.
- Engage homeowners generated through television, radio, lead aggregators, digital marketing campaigns, and other marketing sources.
- Support initiatives designed to reduce cancellations, improve show rates, and maximize appointment capacity utilization.
Support Operational Excellence
- Complete daily data entry and maintain confirmation reports.
- Ensure appointment calendars are accurate, optimized, and fully utilized.
- Verify customer information prior to appointments and accurately update records as needed.
- Identify and correct data entry errors and provide daily feedback to ISC Coaches regarding discrepancies.
- Contact Sales Managers daily regarding schedule changes, appointment updates, and capacity management needs.
Partner with Sales Leadership
- Assist in assigning consultations to Design Consultants based on scheduling guidelines, geography, experience level, skill set, opportunity potential, and business needs.
- Collaborate with field sales teams to address homeowner concerns and remove barriers to successful consultations.
- Support Design Consultants while meeting with homeowners by providing information and assistance that may help advance the customer experience.
Drive Innovation & Process Improvement
- Implement and continuously improve Renewal by Andersen's appointment confirmation processes.
- Test and evaluate alternative confirmation methods, including texting, email campaigns, and emerging communication channels to improve confirmation rates.
- Establish and share best practices across the Renewal by Andersen retailer network.
- Actively identify opportunities to improve processes within the Inside Sales Center and strengthen collaboration between Marketing, Sales, and Operations.
- Support the implementation and adoption of new processes, tools, and customer engagement strategies.
Develop Others
- Cross-train Inside Sales teammates on appointment confirmation and backfill processes.
- Assist with onboarding and training of new team members.
- Contribute to a positive, collaborative, and high-performing team culture.
Additional Responsibilities
- Participate in department meetings as requested.
- Perform other duties and special projects as assigned.
SUPERVISORY RESPONSIBILITIES
This position does not have supervisory responsibilities.
QUALIFICATIONS
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.
Education and Experience
- Associate's degree, Bachelor's degree, or equivalent combination of education and experience.
- Minimum of two (2) years of experience in inside sales, appointment setting, scheduling, customer service, or contact center environments.
- Experience working in a performance-driven environment with productivity, quality, or appointment goals preferred.
Language Skills
- Fluent bilingual communication skills in both English and Spanish (written and verbal) are required.
- Ability to effectively communicate with homeowners, colleagues, and business partners in both languages.
- Ability to read and interpret documents such as safety rules, operating instructions, procedure manuals, and business correspondence.
- Ability to write routine reports, correspondence, and professional communications.
- Ability to effectively present information and communicate with groups of customers or employees.
Mathematical Skills
- Ability to add, subtract, multiply, and divide using whole numbers, common fractions, and decimals.
- Ability to compute rates, ratios, percentages, and interpret graphs and reports.
Reasoning Ability
- Ability to solve practical problems and adapt to situations with limited standardization.
- Ability to interpret and follow written, verbal, diagrammatic, and schedule-based instructions.
- Ability to make sound decisions in a fast-paced environment.
Other Qualifications
- Ability to work evenings, weekends, and other non-traditional hours as business needs require.
- Demonstrated ability to overcome objections, negotiate positive outcomes, and represent the company professionally.
- Strong customer service orientation and relationship-building skills.
- Ability to coach, train, and influence others.
- Strong organizational skills and attention to detail.
- Ability to work effectively with diverse individuals and teams.
- Demonstrated strategic thinking, sound judgment, and decision-making skills.
- Ability to communicate ideas and recommendations effectively across all levels of the organization.
WHAT MAKES YOU STAND OUT
- Fluency in English and Spanish with the ability to confidently engage homeowners in both languages.
- Experience with appointment confirmation, outbound calling, scheduling, or sales support functions.
- Strong customer engagement and relationship-building skills.
- A passion for delivering exceptional customer experiences.
- Ability to think creatively, solve problems, and drive continuous improvement.
- Experience supporting sales teams and managing customer interactions in a fast-paced environment.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position.
Employees must maintain regular and acceptable attendance and demonstrate strong interpersonal skills, adaptability, initiative, dependability, communication skills, work standards, and follow-through.
While performing the duties of this position, employees are regularly required to:
- Use hands to handle, finger, or feel objects.
- Reach with hands and arms.
- Talk and hear.
Employees are frequently required to:
Employees may occasionally be required to:
- Climb or balance
- Stoop, kneel, crouch, or crawl
- Lift and/or move up to 10 pounds
Specific vision requirements include:
- Close vision
- Distance vision
- Color vision
- Peripheral vision
- Depth perception
- Ability to adjust focus
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this position.
While performing the duties of this role, the employee may occasionally be exposed to moving mechanical parts and airborne particles. The noise level in the work environment is generally moderate.
WHY JOIN RENEWAL BY ANDERSEN?
- Play a direct role in driving sales performance and customer satisfaction.
- Partner with leaders across Sales, Marketing, and Operations.
- Influence business processes and customer engagement strategies.
- Work in a collaborative, high-energy environment where your contributions matter.
- Build valuable skills in customer engagement, sales operations, and business strategy.
- Make a measurable impact every day.
EMPLOYMENT DISCLAIMER
The State of Texas is an "at will" employment state. I understand that this job description does not create a contract for employment with Renewal by Andersen and that the Company reserves the right to change or modify this job description at any time with or without notice. I understand that my employment is "at will" and the Company or I may end the employment relationship at any time, for any reason or for no reason, with or without notice.
By applying to this job, I agree that I may be contacted at the number submitted, including by autodialed calls and texts, for informational and all other purposes by Renewal by Andersen, and its affiliated companies (collectively, “RbA”).
Pay: $65,000.00 - $70,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Paid training
- Vision insurance
Language:
Work Location: In person
