Inside Sales Manager — Call Center (Home Remodeling)
About The Position
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. This role is for 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. 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.
Requirements
- 3+ years managing an inside sales / appointment-setting / call center team
- Home improvement or home services experience strongly preferred
- A track record of managing to results, not activity
- Personally excellent on difficult calls — saves, objections, de-escalation
- 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 — listens to calls, takes the hardest ones yourself, and never manages purely from behind a dashboard
Responsibilities
- Manage 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.
- Lead daily 10-minute morning huddles built on yesterday's numbers and today's appointment inventory.
- Serve as the escalation desk for difficult calls, including cancellation saves, 'just give me a price over the phone,' competitive shoppers, and hesitant spouses. Take calls live when a CSR is out of their depth.
- Ensure calendar recovery: personally or through the team, make sure customers who cancel or ask to reschedule land back on the calendar. Document all recovery efforts.
- Provide coaching based on real calls: conduct scored call reviews for every CSR every week, hold weekly 1:1s, and build coaching based on actual phone interactions.
- Own new-hire development in the department, from day one to fully productive, including scripts, playbooks, and training materials. Continuously improve these based on data and call performance.
- Participate in growing the team as the company scales into new markets, including screening candidates, participating in interviews, and onboarding new CSRs.
- Enforce CRM discipline: ensure no forgotten leads, unresulted appointments, or mystery statuses. Maintain data integrity for the whole company.
- Manage scheduling and coverage: match CSR staffing to lead arrival times, identify and fix discrepancies between lead flow and staffing.
- Provide first-line support for team administration, including logins, access, and phone/queue issues, plus onboarding and offboarding checklists.
- Generate reporting: create a weekly team scorecard and a monthly KPI review with leadership.
Benefits
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
