Appointment Setter (Telemarketer) - CW IT SUPPORT INC

Telemarketing Job Description

Company:  CW IT Support is the leading IT Support company in Eastern NC.  We focus on providing outstanding customer support and cyber security solutions to our growing customer base.  We have aggressive growth targets and need assistance in building our client base.  We currently employ over 20 team members.  We were founded initially in 2010 as The Computer Warriors.  In 2016, we split off our residential division from our B2B division and CW IT Support was born.  We are strictly B2B at this point in time.

Purpose:  The purpose of this position is to help build, clean, and maintain our list of potential prospects in our CRM, as well as calling upon them to book sales appointments for our sales team to close.  This role is also responsible for confirming appointments and rescheduling appointments.  This will ensure that we are constantly building our database, keeping our database maintained, as well as growing the business by reaching prospects that are in need of IT Support Services and/or Cyber Security protection.

Hours:  This position will be starting out as a part-time role.  Depending upon how things go and our future needs, this may stay part-time, or progress to full time in the future.  Expectations are 30 hours a week, to report to work from the hours of 9:30am to 4pm EST with a 30 minute lunch daily, M-F.

Compensation:  This position starts at $16/hr and has the following bonus structure:

$100 per every qualified, sat appointment (SAT means the prospect shows up.  Qualified means they have the means to invest financially in our services, and have 8 computers or more in their organization (Windows based computers).  They would also need to show some level of interest in our services.  Strong arming people into an appointment when they have zero desire to talk to us would not be considered a qualified appointment.  The sales person will help determine if the prospect is qualified or not.

$250 for every qualified SAT appointment you set that results in a closed contract client.

Equipment and other requirements:  CW IT Support will provide a company issued Laptop and Headset which will need to be maintained and treated with respect.  This will be company property that you can use during your employment.  If for any reason employment ends, you would be required to ship this equipment back to us.  We will cover shipping expenses.  You will be required to have a second monitor that you purchase / provide on your own with an HDMI input to connect as a secondary monitor for efficiency purposes.  You will be required to have a quiet working area free from distraction with reliable internet connectivity.  Ideally this would be hard-wired with Ethernet connectivity, not over WiFi.  WiFi can create problems in voice quality.  Poor quality calling and the inability to fix it with your own technology could result in termination of employment.

Meetings / Training:  You will be required to attend a weekly 1 on 1 with your manager, as well bi-weekly meetings with Technology Marketing Toolkit geared to help you improve your process with prospecting.  We provide scripts and training to get you up to speed, as well as access to the CRM system and dialing program.  You should be trained and ready to make calls within your first week of employment.

Expectations and Quota:

You will be calling upon 130 prospects weekly, sometimes calling them up to 3 times in any given week.  This will average about 80 to 100 dials per day.  There will be a quote of at least 1 appointment per week to show success in the role.  Goal would be 2+ appointments per week.

Company Core Values:

We believe in constant and never-ending improvement and development - We strive to continually improve ourselves, both personally and professionally. We believe if you aren't growing, you are dying. We must continue to improve in all that we do and become better every day.

We deliver outstanding customer service - We must over-deliver and exceed client expectations if we expect to grow, retain clients, and receive referrals. We focus on proactive communication, meet our deadlines, and have exceptional follow-up. We work with integrity, and do what we say we are going to do. When we fail to deliver, we go above and beyond to make it right.

We add more value to our clients than ANYONE else in our industry - We focus on value delivered, and find ways to continually improve our offerings, delivering service at competitive prices, and ensuring that our clients are better protected and better served than they can get anywhere else. This also means we never stop finding ways to improve the quality of our client's systems and lives.

We focus on growth and profitability, for the sake of our employees, our clients, our community, and the world! - Without profit, there is no life in a business. Revenue is vanity, profit is sanity. With profit, we can change lives, improve, grow, and fulfill our mission. Without it, it doesn't matter how good we are, we will not survive to help anyone.

We believe in Extreme Ownership - Coming from Jocko Willink's book, Extreme Ownership, this leadership principle is about taking ownership up and down the chain of command, accepting responsibility for our actions (or lack of action), and avoiding blaming others, making excuses, or living in denial.

We are hungry and always strive to do more - Hunger is a key element of what we believe makes team members and companies successful. Always striving to be more productive, to take on new challenges and tasks, and to perform at the highest level. Laziness is not tolerated here. It is important to carry your own weight, so that the team can rely on you.

We focus on results first - Results matter. Period. As a company, and as individuals, we focus on results, measuring our performance, and pushing to hit our goals.