Our February OSC of the Month is Christina Tamerlano with Wonderland Homes in Denver, CO! Her team has just brought on a second Online Sales Counselor to help manage lead volume. Read on to learn exactly how they divide responsibilities and schedule their days.
What is your company, role and location?
I am the OSC (New Home Specialist) for Wonderland Homes. We are based out of Denver, Colorado!
How long have you been in your role/or working in new home sales?
I have been working for Wonderland Homes for a little over four years. I am going on my second year as an OSC.
What was your career path to becoming an OSC?
I started out as an onsite sales assistant, then was an onsite sales consultant. I moved into the OSC role early 2017.
How many online leads do you manage monthly?
150-200 a month
What’s the most challenging aspect of your job? What do you do to overcome it?
Work life balance! We hired a second OSC recently so I can take time off to recharge, which has been fantastic!
What is the most useful technology tool to your job?
What/Who are your resources for training and/or support?
Jen Barkan with Do You Convert, my boss Mike Davidson, and our Marketing Coordinator Garrett Boyd – aka G-Money!
Do you have any specific successes you’d like to highlight?
We recently brought on a second OSC, James Mussman, who was formally a superintendent for our company. James provides outstanding customer service and I am so grateful to have him on the OSC team! I can’t wait to see what we do in 2019!
How do you divide responsibilities between two OSCs?
Our schedule looks like this: 3 days on, 2 days off, 4 days on, 1 day off. We alternate having every other weekend off and we never work more than 4 days straight.
On the days we are both working, we evenly split up the distribution of new leads in Lasso. We also set up Round Robin call flow in CallRail to distribute calls 50/50. The OSC taking the day/days off, sets up Lasso & CallRail to send all leads & calls to the other OSC who is working. If one of us has been working with a lead and the lead schedules an appointment on our day off with the OSC who is working, the first OSC who initially spoke with the lead will get credit for the appt. This is where note taking, documenting any communication (phone call, emails, text) becomes crucial – along with being team players and having each other’s back.
Any tips or advice for fellow online salespeople and marketers?
Pick up the phone and call your leads. Listen to them. For most people, buying a home is one of the most exciting things that will ever happen to them – get excited & celebrate with them! But, some are buying a new home due to a job loss, death or a divorce. It may be very stressful time in their life. Be empathetic. Be authentic. Most importantly, be kind.
Favorite thing to do outside of work?
Spending time with my husband and our dog Scarlett, shopping, hanging out with my family & friends, trying new restaurants, shopping, traveling to new places… and did I mention shopping?!
Want to read more OSC of the Month features? View them all here.