Call Center Lead

Renuity, LLC; Vancouver (WA); On-site; USD 28,000 - 40,000; Full time

Job summary

Renuity, LLC is seeking a Call Center Lead (Dispatch) in Vancouver, WA to manage the in-home sales appointment schedule and ensure full coverage across markets. You will route leads, coordinate with Sales, and serve as the main contact for customers and internal teams when changes occur.

The role emphasizes dispatch proficiency, strong communication, and the ability to train new team members. This position is on-site in Vancouver, WA with a base pay of $25 per hour plus bonus, with opportunities

Qualifications

• 2+ years of dispatch, scheduling, or appointment coordination experience.
• Tech savvy, with the ability to navigate relevant software.
• Outstanding organization and multitasking abilities.
• Advanced sound judgment and critical thinking skills.
• Effective communication skills.
• High school diploma or GED.

Responsibilities

• Review the assignment page several days in advance to confirm adequate sales rep coverage.
• Coordinate with Sales to add a rep or transfer a rep when schedule is booked out to open blocks for the call center.
• Monitor sales rep availability across all markets to ensure coverage and capacity for new bookings.
• Review all outliers to determine if they can be paired and run together on the same day.
• Communicate with customers regarding late arrivals, cancellations, and schedule changes to save the appointment.
• Reroute and reassign leads so every sales rep has an appointment at 9:00 AM and at 1:00 PM or 5:30 PM, with a minimum of two appointments per rep per day.
• Pull reporting to identify where sales reps were added or removed from the schedule.
• Fill each appointment slot when gaps occur with call center agents, Inside Sales, and Costco managers.
• Assist the Verification team as needed.
• Provide training to new team members on dispatch processes, systems, and scheduling standards.
• Additional duties as assigned.

Skills

Dispatch experience

Scheduling

Tech savvy

Organization

Multitasking

Communication

Judgment

Training capability

Education

High school diploma or GED

Tools

LeadPerfection

Five9

RingCentral

Microsoft Office

Job description

Call Center Lead (Dispatch) Vancouver, WA

$25/hr + Bonus!

Job Summary:

The Dispatch Lead manages the in-home sales appointment schedule across all Renuity West markets. This role ensures we have enough sales rep coverage to support booking demand, keeps every rep’s day full and efficiently routed, and serves as the point of contact for customers and internal teams when appointments change.

Essential Functions:

• Review the assignment page several days in advance to confirm adequate sales rep coverage.

• When the schedule is booked out more than two days, coordinate with Sales to add a rep or transfer a rep in order to open blocks for the call center to fill.

• Monitor sales rep availability across all markets to ensure coverage is in place and capacity remains available for new bookings.

• Review all outliers to determine whether they can be paired and run together on the same day.

• Communicate with customers regarding late arrivals, at-the-door cancellation attempts, and other schedule changes, using the resources and tools provided to save the appointment and prevent cancellations.

• Reroute and reassign leads so that every sales rep has an appointment at 9:00 AM and at either 1:00 PM or 5:30 PM, with a minimum of two appointments per rep per day.

• Pull reporting to identify where sales reps were added to or removed from the schedule.

• When a gap needs to be filled, work with call center agents, Inside Sales, and Costco managers to ensure every appointment slot is filled.

• Assist the Verification team as needed.

• Provide training to new team members on dispatch processes, systems, and scheduling standards.

• Additional duties as assigned.

Qualifications:

• 2+ years of dispatch, scheduling, or appointment coordination experience, preferably in in-home sales or home improvement.

• Tech savvy, with the ability to navigate relevant software.

• Outstanding organization and multitasking abilities.

• Advanced sound judgment and critical thinking skills.

• Effective communication skills.

• High school diploma or GED.

Computer Operations:

To perform this job successfully, an individual should have strong knowledge of Microsoft applications and the ability to learn and effectively use software applications such as LeadPerfection, Five9, RingCentral, and other various applications used in the performance of job duties.

Training:

Every new call center associate must successfully complete the training period. Training will be a mixture of “in-class” and shadowing periods. If management determines that the trainee is not ready, he/she may be required to spend additional time training. The management team also reserves the right to dismiss a trainee from the program if it is determined that they are not excelling within the training.

Renuity and its affiliates are committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members.If you have a disability under the Americans with Disabilities Act or similar law, and you need an accommodation during the application process or to perform these job requirements, or if you need a religious accommodation, please contact [e-mail].