Call Center Agent NSW - PGT Innovations

Call Center Agent’s primary responsibility is to set and confirm appointments by answering inbound calls and making outbound calls. Most of the shift will involve heavy phone work and entering lead information into Lead Perfection. Our system will automatically dial the next lead that needs to be contacted and it is the agent’s responsibility to remain available as much as possible throughout their shifts to handle these calls.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Duties: 

• Answer incoming calls and respond to web leads immediately to set sales appointments
• Confirm all appointments
• Review appointments and lead schedule daily
• Transfer any call that is not a sales call to the appropriate office
• Update appointments as needed

Performance Expectations & Incentives:

• Incentives - Weekly commission based on performance - Increased bonus potential
• Agents will have performance and production goals that will need to be met or exceeded on a daily/weekly/monthly basis – These goals include:
  • Set Percentage – Number of appointments set in comparison to calls received/made
  • Demo Rate – Number of completed demos in comparison to total appointments set
  • Productivity – Number of calls taken or made during each shift.
  • Availability – percentage of time available to receive or make calls during each shift
  • Call Quality – Calls will be recorded and scored to ensure script is being followed correctly and we are maximizing our opportunities

PHYSICAL DEMANDS / WORK ENVIRONMENT   

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Usual office environment with ability to sit or stand for long periods of time.
• Frequent use of eye, hand, and finger coordination enabling the use of office machinery.
• Oral and auditory capacity enabling interpersonal communication as well as communication through automated devices such as the telephone.

• Excellent customer service skills
• ability to use and speak on phone for long periods of time
• Excellent computer skills including using Microsoft Office 

On March 28, 2024, PGT Innovations was successfully acquired by MITER Brands and incorporated into the organization’s portfolio. MITER Brands is a family of leading window and door brands united by a passion for quality and relentless pursuit of 100%.

WHY WE’RE DIFFERENT

We have one purpose: Build the most valued window and door brand in America. But, like all great things, that journey starts by bringing together a team of the most passionate, experienced and dedicated window experts in the industry. From our team to our customers and our communities, we strive to inspire deeper engagements and new possibilities for all. Because we believe that business is always personal.

PEOPLE FIRST ISN'T JUST A CATCHPHRASE.

It's a value we live every day. We make investments for the long-haul, to ensure the success of all. Because when our people win, we all win.

DOING THE RIGHT THING IS IN OUR DNA.

Through best practices, strategic investments and our relentless Pursuit of 100%, we strive for higher quality, greater precision and more efficiency in everything we do.

WE SERVE OUR CUSTOMERS AT A DEPTH THAT OTHERS CANNOT.

We find every opportunity to deliver seamless engagements and the extraordinary experiences that lead to valued, long-lasting relationships.