Call Center & Costumer Development Manager

Bath Concepts Independent Dealers•Anaheim, CA

5d•Onsite

About The Position

Luxury Bath Designs of Orange County is seeking a driven, organized, and customer-focused Call Center & Customer Development Manager to manage the initial stages of their customer development process. This role goes beyond basic call answering, focusing on professionally engaging homeowners, building rapport, consistent follow-up, and converting interest into qualified sales appointments. The primary goal is to create a steady stream of quality appointments that lead to sales opportunities and company growth. The ideal candidate will be comfortable with phone, text, and email communication, highly organized, and diligent about maintaining an accurate CRM.

Requirements

Confident and professional on the phone
Comfortable speaking with homeowners
Persistent without being pushy
Highly organized and detail-oriented
Strong with follow-up and time management
Comfortable working inside CRM software
Able to communicate effectively through phone, text, and email
Accountable and motivated by measurable goals
Positive, energetic, and solution-oriented
Able to work independently while being part of a growing team
Interested in taking on greater responsibility as the company expands
Experience in call centers, appointment setting, inside sales, customer development, home improvement, CRM systems, or social-media lead management is highly valued.

Responsibilities

Respond quickly to new leads from various marketing sources (social media, website inquiries, referrals, previous customers).
Make consistent outbound calls, texts, and follow-ups with new leads, uncontacted prospects, unsold opportunities, and older leads.
Convert customer inquiries into qualified appointments for Design Consultants.
Speak with homeowners to understand their project, priorities, desired improvements, timing, and overall needs.
Ensure appropriate decision-makers are available for consultations.
Confirm appointments and work to minimize cancellations and no-shows.
Provide Design Consultants with useful customer and project information before appointments.
Maintain accurate CRM records, customer notes, appointment statuses, follow-up dates, call outcomes, and lead dispositions.
Maintain an organized follow-up pipeline to prevent opportunities from being lost.
Re-engage previous customers, referrals, unsold opportunities, and older leads to generate additional business.
Provide professional and positive customer communication representing the company.
Assist management with selected marketing, social-media, recruiting, scheduling, and customer-development initiatives.
Identify lead sources that produce quality appointments and sales.