Call Center & Customer Development Manager

Luxury Bath Designs of Orange County

Luxury Bath Designs of Orange County is growing, and we are looking for a driven, organized, customer-focused Call Center & Customer Development Manager to take ownership of the front end of our customer-development process.

We are looking for a driven, organized, customer-focused Call Center & Customer Development Manager to take ownership of the front end of our customer-development process. This is not simply a receptionist or call-answering position. We are looking for someone who understands that every lead represents an opportunity and knows how to professionally engage homeowners, build rapport, follow up consistently, and turn interest into quality sales appointments.

You will be responsible for managing customer opportunities from the moment a lead enters our company through the setting and confirmation of a qualified appointment with one of our Design Consultants.

Your primary goal is simple:

Create a consistent flow of quality appointments that sit, create sales opportunities, and help grow the company.

The right person will be comfortable on the phone, confident communicating by text and email, highly organized with follow-up, and disciplined about keeping our CRM accurate and up to date.

• Respond quickly to new leads from social media, website inquiries, referrals, previous customers, and other marketing sources
• Make consistent outbound calls, texts, and follow-ups with new leads, uncontacted prospects, unsold opportunities, and appropriate older leads
• Convert customer inquiries into qualified appointments for our Design Consultants
• Speak with homeowners to understand their project, priorities, desired improvements, timing, and overall needs
• Help ensure all appropriate decision-makers will be available for the consultation
• Confirm appointments and actively work to minimize cancellations and no-shows
• Provide Design Consultants with useful customer and project information before appointments
• Maintain accurate CRM records, customer notes, appointment statuses, follow-up dates, call outcomes, and lead dispositions
• Maintain an organized follow-up pipeline so viable opportunities do not get forgotten or lost
• Re-engage previous customers, referrals, unsold opportunities, and older leads to generate additional business
• Provide professional and positive customer communication that properly represents Luxury Bath Designs of Orange County
• Assist management with selected marketing, social-media, recruiting, scheduling, and customer-development initiatives as needed
• Identify which lead sources are producing quality appointments and ultimately generating sales

This is a performance-driven position.

A daily activity and performance report is required for the previous business day’s activity and will include:

New Leads Received

• Calls Made
• Customers Contacted
• Appointments Set
• Appointments Confirmed
• Follow-Ups/Callbacks
• No-Contact Leads
• Lead Dispositions
• Customer Issues
• Opportunities Requiring Management Attention

We believe in measuring activity, but more importantly, we measure results.

Success in this position will ultimately be measured by:

Quality Appointments Set → Appointments That Sit → Sales Opportunities Created → Sales Generated → Consistent Follow-Up → Organized Pipeline Management

Our ideal candidate is:

• Confident and professional on the phone
• Naturally comfortable speaking with homeowners
• Persistent without being pushy
• Highly organized and detail-oriented
• Strong with follow-up and time management
• Comfortable working inside CRM software
• Able to communicate effectively through phone, text, and email
• Accountable and motivated by measurable goals
• Positive, energetic, and solution-oriented
• Able to work…