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 Pella 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 Pella 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.