Inside Sales Manager- Previous Customer Outreach

Joyce Windows, Sunrooms & Baths•Berea, OH

19h•Onsite

About The Position

Joyce Factory Direct is seeking an experienced Inside Sales Manager to lead its customer engagement and referral program within the Berea, Ohio call center. The Family & Friends program builds relationships with previous customers, generates repeat business, and secures referrals and quality appointments for in-home sales teams. This hands-on leadership position combines inside sales, customer relationship management, and program coordination. The manager leads and develops outreach specialists while personally connecting with previous customers, overseeing engagement campaigns, monitoring program performance, and serving as a primary contact for incoming service and warranty inquiries. Compensation includes a $20 per hour base wage and performance bonuses and incentives. Expected total compensation is $30–$35 per hour, including bonuses, based on performance. Joyce Factory Direct is a third-generation, family-owned home remodeling company that manufactures most of its products and serves markets including Cleveland, Pittsburgh, Charlotte, Columbia, Asheville, and Greenville.

Requirements

Experience in inside sales, call center operations, customer outreach, or a similar performance-driven environment.
Previous leadership experience and 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 outreach specialists to achieve appointment-setting and referral goals.
Proactively contact previous customers to maintain relationships, identify additional home improvement needs, and request referrals.
Oversee outreach campaigns that generate repeat business, referrals, and quality appointments.
Conduct 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.