Inside Sales Manager Call Center (Home Remodeling)

Inside Sales Manager Call Center (Home Remodeling)

Every project we build starts with a phone call Somewhere in the middle of a busy day, a homeowner decides they're finally done with the bathroom they've been putting up with for years and they reach out to us. Clearwater Shower Bath is a fast-growing bath and shower remodeling company with thousands of completed projects and a national expansion underway. Our Inside Sales team is where every one of those transformations begins: homeowners who have already raised their hands, a CSR team that turns that interest into appointments, and Design Consultants who close in the home No cold calling every call your team makes is to a homeowner who has already reached out to us. We're hiring the leader who makes that team exceptional. This is not a 'senior CSR' role and it's not a figurehead title. You will run a team of appointment-setting CSRs and be accountable for one thing above all: how many booked appointments actually turn into held, in-home sales demonstrations. Booking an appointment that cancels, no-shows, or turns out to be out of scope doesn't count. You'll be measured on appointments that survive.

What you'll own

• The lead-to-appointment funnel, end to end: speed-to-lead, contact rates, booking rates, appointment quality (right-scope, well-qualified, confirmed), cancellations, saves, and held demos by CSR
• The floor: a daily 10-minute morning huddle built on yesterday's numbers and today's appointment inventory operational, specific, no fluff
• The hardest calls: you are the escalation desk. Cancellation saves, 'just give me a price over the phone,' competitive shoppers, hesitant spouses when a CSR is out of their depth, you take the call live, and you're good at it
• Calendar recovery: when a customer cancels or asks to reschedule before the demo, you make sure personally or through your team that they land back on the calendar. Nobody falls off the schedule without a documented recovery effort
• Coaching that comes from real calls: scored call reviews for every CSR every week, weekly 1:1s, and coaching built on what actually happens on the phones not 'book more appointments'
• Training and onboarding: you own new-hire development in the department, from day one to fully productive including the scripts, playbooks, and training materials, which you'll keep improving based on what the numbers and the calls tell you
• Growing the team: as we scale into new markets, you'll be a key part of building the team screening candidates, participating in interviews, and onboarding new CSRs
• CRM discipline: the data in our CRM runs the company. No forgotten leads, no unresulted appointments, no mystery statuses. You are the enforcement authority for data the whole company relies on
• Scheduling and coverage: you'll match CSR staffing to when leads actually arrive the kind of manager who notices when lead flow and staffing don't line up, and fixes it before anyone asks
• Team administration: first-line support for your team's logins, access, and phone/queue issues, plus onboarding and offboarding checklists
• Reporting: a weekly team scorecard and a monthly KPI review with leadership numbers and decisions, not play-by-play

What success looks like

Leadership almost never has to ask: Why wasn't this lead called? Why did this appointment cancel? Did anyone call them back? Who's covering the phones? Why are demos down this week?

You already know and you show up with the diagnosis, the cause, and the fix you've already made.

What we're looking for

• 3+ years managing an inside sales / appointment-setting / call center team home improvement or home services strongly preferred
• A track record of managing to results, not activity you know that a rep who books 60 appointments with 54 that hold beats one who books 70 with 45 held, and you can explain why in your sleep
• Personally excellent on difficult calls saves, objections, de-escalation. You'll demonstrate this in the interview
• Serious CRM discipline hands-on experience running a team inside a modern CRM, treating pipeline data as something an auditor could rely on
• Data literacy: comfortable reading conversion funnels, lead-source reports, and staffing-vs-lead-arrival patterns and acting on them
• A coach who leads from the front you listen to calls, take the hardest ones yourself, and never manage purely from behind a dashboard

How we win

Our growth runs on reputation, referrals, and five-star reviews and that customer experience starts with the first phone call, long before we're in anyone's home. Your team is Clearwater Shower Bath's first impression. Building a team that's proud of that coached, accountable, and genuinely good to customers is the job.

Compensation and benefits

• $58,000$65,000 base salary, depending on experience
• On-target earnings: $93,000$100,000
• Health and dental insurance; full-time W-2 position
• Growth path: this role is designed from day one to run a multi-market inside sales operation as we expand nationally

Schedule

Full-time, on-site at our Clearwater, FL office. This is not a remote position. The call center covers lead flow into the evening; you'll set the team's schedule.

Employment with Clearwater Shower Bath is contingent upon passing a pre-employment drug and background screening. We are committed to maintaining a safe, healthy, and drug-free workplace.