Inside Sales Manager — Call Center (Home Remodeling

Inside Sales Manager — Call Center (Home Remodeling)

Every project we build starts with a phone call Somewhere in the middle of a busy day, a homeowner decides they're finally done with the bathroom they've been putting up with for years — and they reach out to us.

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.
No cold calling — every call your team makes is to a homeowner who has already reached out to us.

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.

• 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
• The floor: a daily 10-minute morning huddle built on yesterday's numbers and today's appointment inventory — operational, specific, no fluff
• The hardest calls: you are the escalation desk. Cancellation saves, 'just give me a price over the phone,' competitive shoppers, hesitant spouses — when a CSR is out of their depth, you take the call live, and you're good at it
• Calendar recovery: when a customer cancels or asks to reschedule before the demo, you make sure — personally or through your team — that they land back on the calendar. Nobody falls off the schedule without a documented recovery effort
• Coaching that comes from real calls: scored call reviews for every CSR every week, weekly 1:1s, and coaching built on what actually happens on the phones — not "book more appointments"
• Training and onboarding: you own new-hire development in the department, from day one to fully productive — including the scripts, playbooks, and training materials, which you'll keep improving based on what the numbers and the calls tell you
• Growing the team: as we scale into new markets, you'll be a key part of building the team — screening candidates, participating in interviews, and onboarding new CSRs
• CRM discipline: the data in our CRM runs the company. No forgotten leads, no unresulted appointments, no mystery statuses. You are the enforcement authority for data the whole company relies on
• Scheduling and coverage: you'll match CSR staffing to when leads actually arrive — the kind of manager who notices when lead flow and staffing don't line up, and fixes it before anyone asks
• Team administration: first-line support for your team's logins, access, and phone/queue issues, plus onboarding and offboarding checklists
• Reporting: a weekly team scorecard and a monthly KPI review with leadership — numbers and decisions, not play-by-play

Leadership almost never has to ask:
Why wasn't this lead called? Why did this appointment cancel? Did anyone call them back? Who's covering the phones? Why are demos down this week?

You already know — and you show up with the diagnosis, the cause, and the fix you've already made.

• 3+ years managing an inside sales / appointment-setting / call center team — home improvement or home services strongly preferred
• A track record of managing to results, not activity — you know that a rep who books 60 appointments with 54 that hold beats one who books 70 with 45 held, and you can explain why in your sleep
• Personally excellent on difficult calls — saves, objections, de-escalation. You'll demonstrate this in the interview
• 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…