The Customer Engagement Associate is responsible for handling all inbound requests from potential customers interested in Marvin's Digital Business Venture's product and service offerings with the goal of converting these leads into sales appointments. This role is essential to enabling sales representatives to close sales and drive revenue for the business, as key responsibilities include: communicating with potential customers via phone, text, email, and web chat; educating potential customers on our business and determining whether or not we have the right product/service for them; following up on potential customer inquiries; and coordinating with sales representatives to confirm and prepare for sales appointments. The Customer Engagement Associate is typically the first employee that a potential customer will communicate with, so they must represent the business’s brand with a positive and professional attitude and offer a best-in-class customer experience from the start. The ideal candidate has previous work experience in a customer-facing role, possesses strong communication skills and a persistent work ethic, and is excited by the opportunity to help drive sales by interacting with potential customers early on in their purchase process. Job Expectations: Receive phone calls from potential customers who are interested in our business’s product and service offerings in order to: Determine the potential customer’s project needs and whether our business can serve them Educate them on the products and services we offer Steer them to book an appointment Receive digital forms that are populated through our website and determine whether we can serve the potential customers who submitted them Manage inbound calls from prospective customers Leverage website’s chat feature to answer questions from potential customers Capture contact information and project details and input into Salesforce when necessary Email appointment booking links, educational content, and marketing materials to potential customers as part of the lead nurturing process Manage automated touchpoints of appointment reminders Route unserviceable leads to other partnering businesses that can serve the potential customer Assign sales representatives to appointments based on existing schedule, appointment location, and sales rep capacity Coordinate with sales representatives to ensure schedule and customer/project information is accurate and that sales representative is prepared for appointment Follow-up with customers who do not confirm appointments or are “no-shows” during scheduled appointments Aid sales representatives with additional lead nurturing until sale is complete Send seasonal follow-up emails to past customers in an effort to identify additional sales opportunities Become proficient in product and service knowledge through corporate training and collaboration with Business Operations team members Be creative and collaborate closely with the Digital Product Management team in order to identify opportunities to automate and enhance lead management functions Have a professional, positive behavior with a focus on providing best-in-class customer experience Provide daily reporting on lead generation, qualification, and appointments to the team Experience/Skills/Qualifications: College degree or equivalent experience 2+ years of customer service, sales, or marketing experience in a customer-facing role; direct-to-consumer home improvement or similar industry preferred Excellent communicator and creative thinker Fast learner and problem solver Hands-on experience with any of the following systems would be helpful: Microsoft Office Suite, Salesforce, Zendesk, Webflow, Typeform, Klaviyo, Calendly EOE