POSITION IN THE ORGANIZATION

This role is within the Call Center of the Marketing Division and reports to the Call Center Manager. 

RESPONSIBILITIES

• Contact new leads who do not self-schedule within 30-60 seconds of them completing the online application. 

• Qualify new leads using our appointment setting script and schedule them for an appointment with one of our Solar Advisors. 

• Collect their Electric Bill the same day as setting the appointment. 

• Contact all other leads assigned in a similar manner as applicable to schedule them for an appointment. 

• Track your statistics daily by filling out the tracker under “References”.

Your standard process should be as follows when you start your day.

1. Contact all new leads that have arrived since your last shift.

2. Respond to all client communication that came in since your last shift.

3. Respond to all internal communication that came in since your last shift.

4. Contact all leads that did not show up to a scheduled appointment. 

5. Contact all leads you’ve reached out to but have not scheduled an appointment with. 

6. Repeat 4 & 5 at least one to two more times (each lead should be contacted a minimum of two times, three times is ideal). 

REFERENCES

Call Strategy

Day One of a New Lead:

1. New Leads get contacted within 30-60 seconds of submitting an application.

2. If you do not reach them, call them a second time immediately. 

3. If no answer, leave a voicemail and send them a text using our provided template. 

4. Move the lead into the “Follow Up (No Contact)” bucket of our CRM.

5. Call the lead at least one more time, ideally two more times. Each time you call, call twice if they do not pick up. Send them a text if they do not pick up. We recommend calling once in the morning, once at 12pm local time (the lead’s local time), and again between 3pm and 6pm local time. the

6. If contact has still not been made, move the lead into the “Follow Up (No Contact)” bucket. 

Day Two to Day Thirty of a New Lead:

1. Contact them two to three times a day, doing the double-call strategy if they don’t pick up. Leave them a voicemail on the final call you do to them that day. 

2. Each time you attempt to reach them, send a text. Refer to our text scripts for examples. Send selfie videos, send GIFS or Memes, send articles about solar, etc. 

After Day Thirty

These leads will be transitioned to our Aged Leads Campaign, which gets a minimum of 1 call, voicemail, text, and email once a week

Access the Appointment Setting Script here. APPOINTMENT SETTER SCRIPT

How to use our CRM system to interact with clients: 

LINK to video recorded training. 

ADD LEAD TO APPSHEET (SPANISH)

LINK to written CRM tutorials. https://www.berrycast.com/conversations/c0f864a8-d547-5933-affb-725b7c763a14

Fill out your statistics here. (Make a copy of this KPI Tracker for Personal Use)

Policies for this role:

• All new leads must be contacted within 30-60 seconds of submitting their application. The only circumstance where a longer response time is permitted is if you are on the phone with a lead or if the lead’s local time is between 8:01pm and 7:59am (Legally we cannot call before 8am or after 8pm local time, unless it was consented by the lead to be spoken with during those hours). 

• All communication from leads must be responded to as instantaneously as possible. All lead communication must be answered before ending your shift. 

• Keep all promises made to a lead. If you commit to a time for a callback, keep that commitment no matter what. 

• All communication with leads must be done and documented within our company CRM. All of your calls are to be recorded unless a lead requests otherwise. 

KEY DELIVERABLE

Qualified Homeowners interested in going solar and on-time to their scheduled appointment.

KEY PERFORMANCE INDICATORS

• # of Scheduled Appointments Completed (aka Sitdowns)

• # of Appointments Scheduled

• # of Contacts

• # of Dials Out

The expected minimum KPI metrics for a full-time person are:

• 250 Dials a day minimum.

• 20% Appointment Scheduling Rate off of conversations.

• 40% Sit Down Rate.