Reactivation Specialist

Location: Remote

Schedule: Monday–Friday, 11:00 a.m. – 7:00 p.m. ET

Employment Type: Full-Time

Position Overview

The Reactivation Specialist has two primary responsibilities: 1) recovery of window & door sales opportunities that did not close the first time: cancelled appointments and unsold in-home consultations, and 2) re-engaging completed customers to generate referrals and reviews. This role rebuilds the sales calendar from the company's existing pipeline and drives customer advocacy through the ProjectHub referral platform.

Key Responsibilities

• Contact same-day cancellations and reschedules immediately to save or rebook the appointment.
• Work structured call lists of appointments cancelled 30, 60, and 90 days ago and rebook them onto the sales calendar.
• Call homeowners who received an in-home consultation but did not purchase and book follow-up appointments with a sales representative.
• Call new customers to guide them through downloading the ProjectHub app, and maintain customer project stages within the platform.
• Qualify referrals in the Pella ProjectHub platform and convert them into scheduled appointments.
• Call customers after installation to confirm satisfaction and request a five-star Google review.
• Maintain the weekly Installation Visit and Google Review tracker for the sales team.
• Follow multi-touch call, text, and email cadences and document all activity accurately within the CRM.

Qualifications

• Strong English fluency (written and spoken) — this is the most important requirement for the role.
• 2+ years of outbound calling, appointment setting, win-back, or customer service experience preferred.
• Persistent and comfortable with objection handling and multi-attempt follow-up.
• Comfortable following scripts and documenting activity accurately.
• Experience with CRM and dialer systems (such as Lead Perfection, Salesforce, or GoTo) preferred.

Compensation

Base salary plus commission opportunities.

Commission eligibility tied to:

• Rebooking cancelled appointments that run and sell.
• Coordinating rehash sales with the Retail Manager.
• Pella ProjectHub downloads, qualified referrals, and referral-generated appointments and sales.
• Five-star Google, Yelp, Angi and Houzz reviews generated through post-installation outreach.