Inside Sales Manager- Previous Customer Outreach
About The Position
Joyce Factory Direct is seeking an Inside Sales Manager to lead its customer engagement and referral program within the Berea, Ohio call center. The Family & Friends program focuses on maintaining relationships with previous customers, generating repeat business, securing referrals, and setting quality appointments for in-home sales teams. This hands-on leadership role combines inside sales, customer relationship management, and program coordination. The manager will lead and develop a team of outreach specialists while personally connecting with previous customers, overseeing program performance and engagement campaigns, and serving as a primary contact for incoming service and warranty inquiries. Compensation is $20 per hour in base pay, with performance bonuses and incentives. Expected total compensation is $30–$35 per hour, including bonuses, based on performance.
Requirements
- Experience in inside sales, call center operations, customer outreach, or a similar performance-driven environment.
- Previous leadership experience and the ability to coach, train, and motivate employees.
- Strong sales and relationship-building skills, including generating referrals and identifying customer needs.
- Confidence engaging previous customers through proactive outreach and maintaining long-term relationships.
- Experience managing performance metrics and driving team results.
- Confidence handling customer concerns, escalations, and service inquiries.
- Strong organizational, communication, and problem-solving skills.
- Ability to manage multiple priorities and collaborate across departments.
Responsibilities
- Lead, coach, and develop a team of outreach specialists to achieve appointment-setting and referral goals.
- Proactively connect with previous customers to maintain relationships, identify additional home improvement needs, and ask for referrals.
- Oversee outreach campaigns focused on generating repeat business, referrals, and quality appointments.
- Conduct regular coaching sessions, call reviews, and performance evaluations.
- Coordinate customer appreciation events, marketing campaigns, and referral promotions.
- Monitor team performance, referral activity, and overall program results.
- Oversee referral reward tracking and coordinate payments with Accounting.
- Handle incoming service and warranty inquiries, document concerns, and connect customers with Production and Service Teams for resolution.
- Collaborate with Sales, Marketing, and call center leadership to improve program performance.
- Manage vendor relationships and support ongoing program improvements.
Benefits
- Health, dental, and vision insurance.
- PTO and vacation.
- 401(k) with a 25% uncapped company match.
- Employee discounts on home improvement services.
- Employee Referral Bonus Program.
- Performance bonuses and incentives based on program results.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
