Client Appointment Specialist
2 days ago
Knoxville
Job Description Are you feeling micromanaged, underappreciated, or stuck in a job with capped income and no future? Do you know you’re capable of more — but your current environment isn’t giving you the opportunity to prove it? Riverview Decks is looking for motivated, detail-driven individuals who want to be part of a high-performing team with real earning potential, a family-friendly culture, and leadership that actually invests in your growth. If you’re tired of: • Being treated like a number, • Managers who hover instead of supporting, • Companies that limit your income, • A winning team with high standards, • A role where your performance matters and gets rewarded, • Leadership that empowers instead of micromanages, • A workplace built on respect, integrity, and family values, • A compensation model with substantial earning potential The Role: Client Appointment Specialist You’ll be the first point of contact for homeowners, helping them schedule consultations, confirm project details, and guide them into our system with clarity and professionalism. You’ll work inside a supportive, fast-paced environment that rewards accuracy, hustle, and a positive attitude. No sales experience required — just the desire to win and grow. Why Riverview Decks? • A leadership team that actually cares, • A positive, family-centered culture, • Competitive base pay + bonus structure, • A clear path to grow your income, • A stable industry with year-round work, • A team that values you personally and professionally If you’re done settling for mediocre and ready to join a team that’s going somewhere, we want to talk to you. Compensation: $55,300 - $65,400 yearly Responsibilities: Lead Intake & Client Communication • Answer inbound calls, texts, and web inquiries with speed, professionalism, and accuracy., • Respond to all new leads within 5 minutes (speed-to-lead standard)., • Use Riverview’s intake script to gather homeowner details, property information, and project goals., • Confirm homeowner email, address, phone number, and availability., • Score every lead using Riverview’s 5-Factor Lead Scoring System., • Classify leads into the correct tier (Information Gathering → Ready Yesterday)., • Confirm whether all decision makers will be present at the appointment using Riverview’s non-confrontational script., • Verify homeownership (no renters)., • Book appointments using Riverview’s same-day/next-day priority system., • Ensure appointments fall within established time windows and calendar rules., • Confirm appointments with homeowners by call and text., • Assign the correct Deck Consultant based on lead score and territory., • Verify address accuracy and driving logistics between appointments., • Review all appointments scheduled by the AI Booking Agent., • Correct or update any inaccurate information supplied by AI., • Validate the homeowner’s info, score the lead (if missing), and confirm the consultant assignment., • Keep CRM clean, organized, and fully up-to-date at all times., • Enter call notes, homeowner details, decision-maker info, and lead scores., • Maintain zero unresolved tasks by the end of the shift., • Merge duplicates, fix missing data, update statuses, and tag leads accurately. (Instead of browsing phones or the internet) • Re-engage cold leads from the last 30–90 days., • Follow up with no-shows and reschedule appointments., • Request missing photos., • Audit AI-booked leads and identify errors., • Track lead source patterns and appointment quality., • Update scripts and FAQs., • Review and improve client communication templates., • Provide consultants with clear, accurate appointment details., • Send appointment reminders to homeowners., • Prepare notes, routing, and project context for each appointment., • Alert consultants to special instructions or concerns., • Adhere to structured shift format: 7:00 AM – 8:00 PM., • Follow scheduled break times: four 15-minute breaks + one 30-minute lunch., • Stay at the workstation during work periods., • Maintain professional demeanor and focused workflow., • Report directly to the Sales Manager., • Communicate daily updates, issues, and performance results., • Participate in weekly coaching and KPI review sessions. Your performance will be measured on: • Speed-to-lead response time, • Booking-to-set rate (must maintain ≥85%), • Appointment show rate, • Lead scoring accuracy, • Routing & address accuracy, • CRM cleanliness, • Confirmation success rate, • Weekly accuracy and show-rate bonuses These are the non-negotiables. • Outstanding verbal communication skills, • Able to speak clearly, confidently, and professionally on the phone with homeowners., • Fast and accurate typing/data entry, • Must be able to update CRM fields quickly and without errors while speaking with clients., • Organized and detail-oriented, • This role requires precise scheduling, address checks, routing logic, and CRM record accuracy., • Comfortable with structured, disciplined workflows, • Must remain at the workstation and follow the rotational shift, break schedule, and productivity protocols., • Ability to follow scripts while still sounding natural, • Must maintain Riverview’s tone, convey confidence, and avoid robotic delivery., • Strong problem-solving skills, • Able to think through routing conflicts, miscommunication issues, and homeowner objections., • High reliability and punctuality, • This position supports consultants and revenue flow — consistency is EVERYTHING., • Comfortable with accountability and KPIs, • Role includes daily/weekly performance metrics (BTSR, show rate, accuracy, speed-to-lead)., • Basic competency with Google Maps and online tools, • Must verify addresses, routing, and appointment viability quickly., • Ability to sit focused for long periods, • This is a desk-based, communication-heavy role., • Professional, friendly, and solution-focused demeanor, • Must reflect the Riverview brand and set the tone for the client experience. Preferred Qualifications Not required, but a huge plus. • Experience in appointment setting, scheduling, or customer service, • (Call center, dispatch, medical scheduling, contractor services, hospitality front desk, etc.), • Experience with CRMs, • (LeadConnector, GoHighLevel, Salesforce, HubSpot, JobTread, etc.), • Prior experience in home services or trades, • Not needed, but it helps them understand deck projects, timelines, and homeowner concerns., • Experience working in a high-performance environment, • (Sales floor, dealership, service coordinator, real estate office, etc.), • Ability to handle objections gracefully, • Comfortable asking key questions without being confrontational., • Comfort working with AI tools and automation, • Able to review and correct AI-booked appointments and recognize errors. Personal Characteristics That Thrive in This Role This helps filter out the wrong personalities and attract the best. • Self-motivated, not someone who needs babysitting, • Enjoys structure and clear expectations, • Can stay focused without distraction, • Handles pressure while staying kind and professional, • Enjoys helping people and creating clarity for them, • Wants a stable long-term position, • Prefers consistent, predictable, process-driven work, • Likes being part of a winning team, • Feels proud of the accuracy and clean data Cultural Fit Requirements These are special to Riverview Decks (your brand matters). • Must value family-friendly culture, • Must respect team members and homeowners, • Must want to be part of a high-performance environment, • Must be willing to grow professionally, • Must bring positive energy to the team, • Must align with Riverview’s standards of craftsmanship, integrity, and communicationAbout Company, • Prompt & Professional Proactive Communication - We take pride in showing up when we say we will, and treating you with the respect and professionalism that you deserve while communicating with transparency., • Service-minded - We naturally like to find solutions to problems and to generally help people in any way we can. We put clients first., • Listen more than you speak with the intent to understand - We focus directly on what is being said so that we can be sure to address your primary concerns and objectives., • Roll out the red carpet for others as a servant leader - We truly want your experience to be magnificent and filled with joyful milestones that result in an amazing transformation. We are truly here to serve you., • Zero Excuses - We tolerate zero excuses in our environment.