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 ownThe 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 CSRThe floor: a daily 10-minute morning huddle built on yesterday's numbers and today's appointment inventory — operational, specific, no fluffThe 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 itCalendar 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 effortCoaching 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 youGrowing 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 CSRsCRM 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 onScheduling 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 asksTeam administration: first-line support for your team's logins, access, and phone/queue issues, plus onboarding and offboarding checklistsReporting: a weekly team scorecard and a monthly KPI review with leadership — numbers and decisions, not play-by-playWhat success looks likeLeadership 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 for3+ years managing an inside sales / appointment-setting / call center team — home improvement or home services strongly preferredA 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 sleepPersonally excellent on difficult calls — saves, objections, de-escalation. You'll demonstrate this in the interviewSerious CRM discipline — hands-on experience running a team inside a modern CRM, treating pipeline data as something an auditor could rely onData literacy: comfortable reading conversion funnels, lead-source reports, and staffing-vs-lead-arrival patterns and acting on themA coach who leads from the front — you listen to calls, take the hardest ones yourself, and never manage purely from behind a dashboardHow we winOur 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 experienceOn-target earnings: $93,000–$100,000Health and dental insurance; full-time W-2 positionGrowth path: this role is designed from day one to run a multi-market inside sales operation as we expand nationallyScheduleFull-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.