SunBelt Home Solutions
Customer Retention Agent
SunBelt Home Solutions, St. Petersburg, Florida, United States, 33739
Join to apply for the
Customer Retention Agent
role at
SunBelt Home Solutions
SunBelt Home Solutions
is a trusted home improvement company providing high-quality windows, doors, and exterior solutions to homeowners. We pride ourselves on a strong team culture, proven sales systems, and delivering an exceptional customer experience.
We are currently looking for an
Customer Retention Agent
to join our team—someone who enjoys talking with customers, setting appointments, and working in a fast-paced, performance-driven call center environment.
Job Title Customer Retention Agent
Department Marketing
Reports To CRM and Floor Supervisor
Pay Status Hourly
Summary Customer Retention Agents are responsible for managing and working the CRM pipeline to set and confirm appointments across all lead sources, including rehash, reset, media-generated, aged data, referrals, and same-day and next-day confirmations. This role requires clear, confident, and professional communication, with a strong focus on qualifying prospects and setting accurate expectations to ensure high-quality appointments.
Key Responsibilities
Drive appointment issuance across all lead sources weekly (Rehash, Reset, Media, Referrals, and Aged Data).
Qualify prospects and set clear expectations.
Call same-day and next-day unconfirmed appointments.
Exemplify company culture through professional interactions.
Mastery of all outbound.
Apply strong qualifying and discovery skills to ensure quality appointments.
Identify and overcome common prospect objections during the appointment-setting process.
Set clear expectations with prospects regarding appointment timing, duration, and next steps.
Maintain consistent appointment-setting activity throughout the workday.
Confirm appointments, ensuring accuracy and quality.
Receive incoming calls from sales reps in appointments as well as customers/prospects.
Scrub and verify leads using pre-approved scripts.
Maintain accurate and complete data in LeadPerfection including notes, deed pulls, Ygrene eligibility and appointment information.
Communicate efficiently and timely with all inbound text/email communications via hatch and LeadPerfection.
Respond to prospect submissions in a timely manner.
Performance Measurement Standards
Maintain lower than a 15% no-opp rate on all confirmed appointments.
Minimum of 2 Net Issued Rehash Appointments per week.
Minimum of 5 Net Issued Appointments from Customer Data per week.
Consistently demonstrate accuracy, attention to detail, and follow-through.
Maintain a high level of professionalism and emotional control when on the phone with customers.
Mastery of Rehash, Reset and Inbound appointment scripts.
All work performed timely.
Excellent public speaking presentations for group meetings and management.
A high sense of urgency is essential to this position.
Maintains excellent knowledge and call quality across all lead sources and scenarios.
Always maintains a Professional & Pleasant demeanor and Appearance.
Work Schedule
Monday – Friday 8:00 AM - 2:00 PM
Saturday & Sunday – OFF
Seniority, Employment Type & Industry
Seniority Level: Entry level
Employment Type: Full-time
Industry: Construction
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Customer Retention Agent
role at
SunBelt Home Solutions
SunBelt Home Solutions
is a trusted home improvement company providing high-quality windows, doors, and exterior solutions to homeowners. We pride ourselves on a strong team culture, proven sales systems, and delivering an exceptional customer experience.
We are currently looking for an
Customer Retention Agent
to join our team—someone who enjoys talking with customers, setting appointments, and working in a fast-paced, performance-driven call center environment.
Job Title Customer Retention Agent
Department Marketing
Reports To CRM and Floor Supervisor
Pay Status Hourly
Summary Customer Retention Agents are responsible for managing and working the CRM pipeline to set and confirm appointments across all lead sources, including rehash, reset, media-generated, aged data, referrals, and same-day and next-day confirmations. This role requires clear, confident, and professional communication, with a strong focus on qualifying prospects and setting accurate expectations to ensure high-quality appointments.
Key Responsibilities
Drive appointment issuance across all lead sources weekly (Rehash, Reset, Media, Referrals, and Aged Data).
Qualify prospects and set clear expectations.
Call same-day and next-day unconfirmed appointments.
Exemplify company culture through professional interactions.
Mastery of all outbound.
Apply strong qualifying and discovery skills to ensure quality appointments.
Identify and overcome common prospect objections during the appointment-setting process.
Set clear expectations with prospects regarding appointment timing, duration, and next steps.
Maintain consistent appointment-setting activity throughout the workday.
Confirm appointments, ensuring accuracy and quality.
Receive incoming calls from sales reps in appointments as well as customers/prospects.
Scrub and verify leads using pre-approved scripts.
Maintain accurate and complete data in LeadPerfection including notes, deed pulls, Ygrene eligibility and appointment information.
Communicate efficiently and timely with all inbound text/email communications via hatch and LeadPerfection.
Respond to prospect submissions in a timely manner.
Performance Measurement Standards
Maintain lower than a 15% no-opp rate on all confirmed appointments.
Minimum of 2 Net Issued Rehash Appointments per week.
Minimum of 5 Net Issued Appointments from Customer Data per week.
Consistently demonstrate accuracy, attention to detail, and follow-through.
Maintain a high level of professionalism and emotional control when on the phone with customers.
Mastery of Rehash, Reset and Inbound appointment scripts.
All work performed timely.
Excellent public speaking presentations for group meetings and management.
A high sense of urgency is essential to this position.
Maintains excellent knowledge and call quality across all lead sources and scenarios.
Always maintains a Professional & Pleasant demeanor and Appearance.
Work Schedule
Monday – Friday 8:00 AM - 2:00 PM
Saturday & Sunday – OFF
Seniority, Employment Type & Industry
Seniority Level: Entry level
Employment Type: Full-time
Industry: Construction
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