Acorn Stairlifts, Inc.

Appointment Setter

• Contact new and/or existing clients to discuss solutions offered to assist with difficulties on the stairs
• Work with warm client leads only; no cold calling
• Set up appointments for field Surveyors
• Follow up with clients
• Maintain up-to-date client contact information and conversation notes in the company database
• Contribute toward individual and team efforts to meet pre-established business targets

Call Center Representative

• Contact existing customers to remind them to renew annual service agreements
• Follow up with customers who have outstanding balances
• Process credit card and check payments over the phone
• Document customer interactions, payments, and account updates accurately
• Explain service agreement coverage and plan limitations
• Create service support tickets when needed
• Resolve payment issues and follow up on outstanding accounts
• Meet sales goals and key performance indicators (KPIs)
• Maintain accurate records while adhering to company policies and procedures
• Help customers maintain protection and peace of mind through annual service agreements

Call Center Sales Agent

Agent

• Make a high volume of outbound calls to existing stairlift owners to promote annual service agreements
• Handle inbound calls as the first point of contact, identify customer needs, and convert opportunities into sales
• Deliver a positive and empathetic customer experience
• Document interactions, update customer information, and ensure correct follow-up actions and dispositions
• Partner with the Service department when customers report breakdowns or require maintenance
• Meet or exceed sales metrics, including conversion rates, call volume, and quality standards

Service Agreement Agent

Sales

• Work with warm client leads only; no cold calling
• Conduct preset appointments arranged by the Appointment Setter team
• Assess customers’ staircases onsite
• Present products and provide quotes onsite
• Follow up with clients
• Maintain current client contact information and conversation notes in the company database
• Contribute to individual and team efforts to meet pre-established business targets

Appointment Setter

Call Center Sales Agent

Service Agreement Agent

In-Home Sales Representative