Call Center Agent

Purpose of Position:

                   Answer incoming calls from the Sirva call center (warm transfers), prospective customers, and customers to set in-home survey appointments, answer inquiries and questions, and provide information.  Make outbound calls to set in-home survey appointments on Lead Management Program leads, after hour, and other voice messages.

 Key Responsibilities:

 Answer calls professionally and build rapport with the customer.

1. Accept warm transfers from Sirva call center professionally and build a rapport with the customer.
2. Establish the credibility of A-1 Freeman and North American Van Lines.
3. Establish the credibility of the Moving Consultant.
4. Establish the viability of the customer.
5. Run the CRM appointment dialogue and collect moving details including demographic and media information.
6. Set appointment for the in-home estimate in Hubspot.
7. Continue daily attempts to contact an LMP lead by phone until move date is passed or customer is reached.
8. Check call center voicemail and respond accordingly.
9. Update LMP notes with attempt efforts or results.
10. Update LMP with appointments set.
11. Update CRM with direction from Sales agent to reschedule or cancel appointment. Communicate with A-1 Freeman consumer sales people and assist where needed in order to help them toward success.
12. Route non-appointment calls to appropriate resource
13. Email leads to salespeople on opportunities where appointment is not set.
14. Track daily activity.
15. Support marketing efforts during low volume periods by:
• Contact leads from various lead lists and qualifying leads for relocation, moving, O&I moving, and logistics.
• Update qualifying information into Hubspot record and email Dallas GM for lead assignment.
• Assign lead upon email reply with lead assignment.
16. Other duties as required.