Lead Conversion Specialist – Appointment Setting
About The Position
Our call center is the engine that drives our success. As a fast-growing, results-driven team, we use state-of-the-art technology in a modern, centralized office to connect with homeowners interested in our flooring solutions. As a Lead Conversion Specialist, you’ll play a critical role in driving revenue by converting interested homeowners into qualified in-home appointments for our Design Consultants. You’ll engage with warm inbound and outbound leads — no cold calling — uncover customer needs, overcome objections, create urgency, and confidently guide customers to the next step in their flooring project. This is a sales-focused call center role for someone who enjoys building rapport quickly, influencing decisions, meeting goals, and maximizing earning potential.
Requirements
- 1–2 years of sales, inside sales, appointment setting, or call center experience.
- Proven ability to meet or exceed goals in a performance-based environment.
- Confidence handling objections and guiding customers toward a decision.
- Strong communication skills with the ability to build trust quickly over the phone.
- A competitive, goal-oriented mindset with a desire to maximize earnings.
- High energy, resilience, and a positive attitude in a fast-paced environment.
- Strong listening skills, attention to detail, and the ability to ask the right questions.
- Solid computer skills and comfort using CRM systems or call center technology.
- Coachability, reliability, professionalism, and a strong work ethic.
- A customer-first mindset with the ability to balance service and sales.
Responsibilities
- Speak with potential customers through inbound and outbound calls to schedule qualified in-home appointments.
- Engage with homeowners who have requested information about our products and services.
- Build rapport quickly, ask insightful questions, and uncover each customer’s needs and motivation.
- Overcome objections with confidence and guide customers toward scheduling their in-home consultation.
- Create urgency and excitement around taking the next step in their home improvement project.
- Ensure customer needs align with Express Flooring’s services to help maximize successful in-home sales opportunities.
- Use our CRM to record interactions, update customer details, and manage call dispositions.
- Meet or exceed performance-based metrics, including appointment conversion rates, call quality, and customer experience standards.
- Deliver an exceptional first impression and uphold the Express Flooring customer experience.
Benefits
- Comprehensive medical, dental, and vision plan options
- Free virtual healthcare for employees and family members
- Health Savings Account (with HDHP enrollment)
- Health & dependent care flexible spending accounts
- Company-paid basic life insurance
- Voluntary supplemental life insurance
- Company-paid short-term disability insurance
- Voluntary long-term disability
- Company-paid Accident and Hospital Indemnity
- Free Bereavement and Life Planning Support for employees and family members
- 401(k) with company match (Pre-tax & Roth options)
- Paid PTO, bereavement leave, and maternity leave
- 7 company-paid holidays
- Employee Assistance Program (EAP)
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
