Contact Center Conversion Agent

Position Summary 

As a Conversion Team Sales Agent, you’ll play a key role in delivering exceptional service and driving sales across our 1,848 locations. You’ll engage with prospective and existing customers over the phone, convert from lead to booking appointments, and schedule repairs. Your ability to communicate clearly, negotiate effectively, and handle objections with empathy will ensure every customer feels valued and supported, while maximizing conversion opportunities. 

Key Responsibilities 

• Respond to inbound calls and initiate outbound cold calls to potential and existing customers to meet individual and team sales goals. 

• Deliver prepared and customized sales scripts to educate, persuade, and convert customers into scheduled estimates or repairs. 

• Schedule appointments and book repair orders while explaining the collision repair process and Caliber’s unique benefits. 

• Apply strong negotiation and rebuttal aptitude to overcome objections, close sales, and retain customers. 

• Document all customer interactions and details accurately in line with standard operating procedures. 

• Resolve customer concerns with professionalism and empathy, escalating when needed. 

• Proactively follow-up on open assignments and estimates to reduce leakage and improve conversion rates. 

• Participate in ongoing training to refine skills in sales, negotiation, collision, ADAS, and glass repair knowledge. 

• Adapt to evolving customer needs and support cross-functional service initiatives as required. 

Skills & Qualifications 

• Minimum of 2 years in customer service or sales experience. 

• Strong communication, problem-solving, and multitasking skills. 

• Ability to identify customer needs, recommend repair solutions and convert leads. 

• Competence with contact center software, Microsoft Office Software preferred. 

• Ability to type 30–40+ WPM and use call center software (ACD experience preferred). 

• High emotional intelligence and a customer-first mindset. * 

Work Environment & Requirements 

• Office-based, fast-paced, team-oriented setting with variable noise levels. 

• Frequent computer and phone use; must manage emotionally diverse customer interactions.