Inside Sales Manager — Call Center (Home Remodeling)

Clearwater Shower Bath • Clearwater, FL

1d • Onsite

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. 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.

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
• Ability to demonstrate skills during the interview
• Passing a pre-employment drug and background screening

Responsibilities

• 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
• Manage the floor: conduct a daily 10-minute morning huddle built on yesterday's numbers and today's appointment inventory — operational, specific, no fluff
• Serve as the escalation desk for the hardest calls: cancellation saves, 'just give me a price over the phone,' competitive shoppers, hesitant spouses — take the call live when a CSR is out of their depth
• Manage calendar recovery: ensure that when a customer cancels or asks to reschedule before the demo, they land back on the calendar, personally or through your team. Nobody falls off the schedule without a documented recovery effort
• Provide coaching that comes from real calls: conduct scored call reviews for every CSR every week, hold weekly 1:1s, and build coaching based on what actually happens on the phones
• Oversee training and onboarding: own new-hire development in the department, from day one to fully productive — including scripts, playbooks, and training materials, which you'll keep improving based on data
• Grow the team: as we scale into new markets, be a key part of building the team — screening candidates, participating in interviews, and onboarding new CSRs
• Ensure CRM discipline: enforce data accuracy in the CRM, ensuring no forgotten leads, unresulted appointments, or mystery statuses
• Manage scheduling and coverage: match CSR staffing to when leads actually arrive and fix discrepancies between lead flow and staffing
• Handle team administration: provide first-line support for your team's 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

• On-target earnings: $93,000–$100,000
• Health and dental insurance
• Full-time W-2 position
• Growth path: designed from day one to run a multi-market inside sales operation as we expand nationally

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed