Req/Job ID: 1000278BR
Employing Entity: Transform SR Home Improvement Products LLC
Employment Category: Regular, Full-time
Job Function: Call Center
Store ID: 24620: SHP Lake Mary FL Call Ctr
The Marketing Coordinator is responsible for ensuring the assigned district market has the requested appointment book requests fulfilled each day as identified by company forecast and District Sales Manager requests. Incumbent will achieve targeted appointment books through Appointment Specialists that turn multi-marketing source leads into appointments. The Market Coordinator will also review performance results that are tied to department and business performance including Sit Ratios, Close Ratios, Accountability, and PNG Ratios.
Receives all calls with the mindset that they are in part responsible for the customer's first impression of the company.
Responds in an enthusiastic, courteous, friendly and caring manner while selling the appointment to maximize lead to appointment conversion
Reviews daily performance with District Sales Manager (DSM) to understand appointment performance and translates feedback into Improved district performance.
Works with DSM (District Sales Manager) to ensure out of market appointment requests are set properly with strong communication to ensure traveling reps are productive.
Reviews appointment books set by Appointment Specialists and will "re-pair" the appointments that have overlapping times or appointments that have not confirmed
Performs ongoing analysis with DSM (District Sales Manager) on lead flow by area and product to ensure understanding of appointment results and how sit rates can be improved .
Establishes a written market profile of your market indicating unusual drive times and special considerations for the market
Works with District Sales Manager to set the proper volume and timing of overnight Project Consultant trips to minimize expense and maintain the most efficient use of resources
Serves as liaison between sales force and Sears's customers by managing company (sales) and customer expectations as it relates to appointment time, in-home demonstrations, travel, volume, and product presentation
Manages resources within the market to ensure budgeted number of appointments is met
Documents and tracks trends for appointments that do not result in a successfully completed estimate Provides routine verbal and written feedback to District Sales Manager and APC (Appointment Center) Assistant Manager based on trends to drive improvement in customer experience and in the appointment setting process.
Supports other markets as needed to fill in for absences or to mentor other Market Coordinators
Provides leadership in establishing and maintaining key relationships with the sales force by continuous close communication and feedback processes in place
Reviews appointment requests daily by area and product.
Keeps Assistant Manager apprised of any training issues for the region as they arise
Performs other duties as assigned
Ability to lead by example, and to motivate, give direction and maintain focus.
Ability to effectively manage time, establish priorities and handle multiple tasks
Ability to be self-motivated and focused, with the ability to work under pressure as a team member within a large group
Ability to maintain a positive mental attitude at all times, and to handle each customer (both internal and external) in a polite, professional manner
Ability to handle fluid and changing data while achieving specific targets
Strong ability to organize and prioritize for multiple associates
Intermediate computer knowledge, including Word, Excel and Outlook
Ability to handle customer/sales force concerns, and to demonstrate an initiative in resolving in a timely manner, while maintaining a positive relationships at the same time
Excellent interpersonal and communication skills
Ability to demonstrate professionalism and the highest level of customer service skills
Ability to work a varied work schedule to meet the needs of the department