Contact Center Conversion Agent

Position Summary

As a Conversion Team Sales Agentyoullplay a key role in delivering exceptional service and driving sales across our 1848 locations.Youllengage with prospective and existing customers over the phoneconvert from lead to booking appointmentsand schedule repairs. Your ability to communicate clearly negotiate effectively and handle objections with empathy will ensure every customer feels valued and supported while maximizing conversion opportunities.

KeyResponsibilities

• Respond to inbound calls andinitiateoutbound cold calls to potential and existing customers to meet individual and team sales goals.

• Deliver prepared and customized sales scripts to educate persuade and convert customers into scheduled estimates or repairs.

• Schedule appointmentsand book repair orders while explaining the collision repair process and Calibers unique benefits.

• Apply strong negotiation and rebuttalaptitudeto overcome objections close sales andretaincustomers.

• Document all customer interactions and details accurately in line with standard operating procedures.

• Resolve customer concerns with professionalism and empathy escalating when needed.

• Proactively follow-up on open assignments and estimates to reduce leakage and improve conversion rates.

• Participatein ongoing training to refine skills in sales negotiation collision ADAS and glass repair knowledge.

• Adapt to evolving customer needs and support cross-functional service initiatives as.

Skills & Qualifications

• Minimum of2yearsincustomer service or sales experience.

• Strong communication problem-solving and multitasking skills.

• Ability toidentifycustomer needs recommend repairsolutionsand convert leads.

• Competence with contact center software Microsoft Office Software preferred.

• Ability to type 3040 WPM and use call center software (ACD experience preferred).

• High emotional intelligence and a customer-firstmindset.*

Work Environment & Requirements

• Office-based fast-paced team-oriented setting with variable noise levels.

• Frequent computer and phoneuse;must manage emotionally diverse customer interactions.