Call Center Coordinator

Luxury Bath Technologies•San Diego, CA

About The Position

The Call Center Appointment Coordinator is responsible for responding to inbound homeowner inquiries, engaging prospective customers, and scheduling qualified in-home design consultations for the sales team. This role is a key part of the company’s growth strategy. Every lead represents a homeowner actively considering a bathroom remodel, and the Call Center Appointment Coordinator ensures that each opportunity receives a prompt, professional response and a clear path to the next step in the remodeling process. Success in this role requires strong communication skills, quick response time to new leads, attention to detail, organization, and consistent use of company CRM systems.

Requirements

Strong phone and interpersonal communication skills
Professional and customer-focused communication style
Ability to confidently answer questions and address common homeowner concerns
Organized and detail-oriented work habits
Ability to manage multiple conversations and tasks simultaneously
Basic computer proficiency and comfort using CRM systems
Reliable attendance and punctuality

Responsibilities

Respond promptly to inbound leads from various sources including but not limited to: o Website forms o Google Ads o Facebook and social media campaigns o CallRail phone inquiries o Home show and event leads o Referral sources
Maintain strong speed-to-lead response times to ensure timely homeowner engagement.
Contact homeowners through phone, text message, and email.
Gather initial project information and confirm homeowner interest in remodeling services.
Verify that leads meet basic company qualification criteria.
Schedule in-home design consultations between homeowners and the company’s Design Consultants.
Confirm homeowner availability and ensure that required decision-makers will be present during the consultation.
Verify property ownership and general project scope when applicable.
Ensure scheduled appointments meet internal qualification standards.
Accurately document all communication and activity in HubSpot CRM.
Maintain detailed notes regarding homeowner conversations and project interest.
Update lead status and dispositions within the CRM system.
Assign appointments to the appropriate Design Consultant according to company procedures.
Coordinate with internal systems such as Buildertrend when leads progress to the project stage.
Maintain accurate records of calls, appointments, and follow-up activities.
Serve as the first point of contact for many prospective customers and always represent the company professionally.
Provide homeowners with a clear understanding of: · Who the company is · Why the company is contacting them · What the in-home consultation process includes
Maintain a positive and helpful tone in all communications.
Ensure smooth and professional transfers when connecting homeowners with other team members.
Follow up with homeowners regarding: · Missed calls · Voicemails · Appointment confirmations · Rescheduled appointments · Leads that are not yet ready to schedule
Place leads into appropriate nurture workflows when necessary.
Maintain consistent communication to maximize appointment opportunities.
Follow company lead management procedures and contact cadence standards to ensure timely engagement and appointment scheduling.