Call Center Manager

Nelson Exteriors
Call Center Manager

We kindly request you not to call the office, as we are unable to accommodate all inquiries. If your application is shortlisted, we will reach out to you with details regarding the hiring process. You will have the opportunity to ask any questions during the interview sessions.

Can You Lead a Call Center From the Front -- Coaching the Team AND Setting Appointments Yourself?

Our call center is the front door of the company. Every lead, every appointment, and every homeowner's first impression starts here. We're not looking for a manager who leads from a desk and a dashboard -- we need a player-coach
: someone who leads the CSR team, models the standard on live calls, coaches to it, and personally drives the numbers that fill our sales calendar.

If you love being on the phones, you know how to turn an inbound call into a booked appointment, and you can develop a team that does the same -- this is your role.

For over 48 years,
Nelson Exteriors has been a trusted family-owned exterior remodeling business in Atlanta, Georgia. We've helped over 10,000 homeowners fall in love with their homes again, specializing in siding, roofing, windows, doors, decks, painting, gutters, and outdoor living spaces. Our reputation speaks for itself: we maintain an average 4.8-star rating across Google, Facebook, and Nextdoor because we stand by our promise:  Love the way your home looks.

At Nelson Exteriors
, WE CARE
:

• Communication:
  We listen with intent.
• Authenticity:
  We do what's right, not just what's easy.
• Reliability:
  We build lasting relationships.
• Execution:
  We deliver high-quality results.

If you share these values and want to lead the team that fills the calendar for a growing, award-winning company, this is your opportunity.

Learn more about us at:

As Call Center Manager
, you report directly to the General Manager and lead our call center team (currently 2-3 CSRs, and growing). This is a player-coach role: you coach and manage the team and personally handle inbound and outbound calls every day. You own script adherence, lead intake, appointment setting for the in-home sales team, and the metrics that keep our sales pipeline full.

This is an in-office role based in Marietta. You lead from the front -- the standard you set on your own calls is the standard the team follows.

Your success is measured on four call-center metrics -- the same numbers your monthly performance bonus is built on:

• Speed-to-Lead -- Every new inbound lead contacted fast, during business hours, and worked through the full follow-up cadence so no lead is dropped.
• Lead-to-Appointment Set Rate -- Contacted, in-area leads turned into confirmed appointments by enforcing the script and owning a clean lead-intake protocol.
• Demo Rate -- Booked appointments that actually sit and become a full product-and-pricing demonstration for the sales consultant, driven by tight confirmation discipline.
• Sales Capacity Utilization -- The reps' open appointment slots are filled each month so sales capacity is never left on the table.

Lead & Coach the CSR Team

• Manage, train, and coach a team of 2-3 CSRs (growing) -- set expectations, monitor call quality, and hold the team accountable to their numbers.
• Run the daily rhythm of the call center; recognize top performers and coach up the rest.
• Hire and onboard new CSRs as the team grows.

Handle Calls (Player-Coach)

• Personally take inbound calls and make outbound follow-up calls alongside the team.
• Model the script, tone, and standard on live calls -- you don't just tell the team how, you show them.

Lead Intake & Appointment Setting

• Ensure every lead is logged, contacted, and followed up on within established time frames.
• Set and confirm appointments for the in-home sales team; own a clean lead-to-appointment handoff.

Script Adherence & Quality

• Enforce the company call script on every inbound and outbound call.
• Review calls and coach CSRs on rapport, objection handling, and appointment setting.

Metrics & Reporting

• Track and report call volume, speed-to-lead, set rate, demo rate, sales capacity utilization, missed calls, and script compliance to leadership.
• Identify bottlenecks in the lead-to-appointment pipeline and fix them.

Systems

• Manage daily workflows in Job Nimbus (CRM) and Go High Level .

• 2+ years in a call center, phone-based sales, or customer-service environment, with 1+ year leading or coaching a team
  .
• Proven ability to set appointments or convert leads over the phone -- and to teach others to do it.
• Comfortable carrying a call load daily -- this is a player-coach role, not a desk job.
• A coaching, accountability-driven leadership style.
• Comfortable with CRM and communication platforms (Job Nimbus and Go High Level  a plus).
• Excellent phone presence and communication skills.
• Clean background check.

• Construction or home improvement experience -- we'll teach you our services.
• A college degree.
• Prior experience with our specific systems…