Call Center Coordinator

Luxury Bath; Chula Vista (CA); On-site; USD 52,000 - 68,000; Full time

Job summary

A leading home improvement company based in California is seeking a Call Center Appointment Coordinator to engage with prospective customers, respond to inquiries, and schedule design consultations. The ideal candidate will have strong communication skills, be detail-oriented, and proficient in CRM usage. This role is vital for driving the company's growth and ensuring a smooth customer experience throughout the remodeling process.

Qualifications

• Ability to confidently answer homeowner questions and address concerns.
• Ability to manage multiple conversations and tasks simultaneously.
• Reliable attendance and punctuality.
• Organized and detail-oriented work habits.
• Ability to manage multiple conversations and tasks simultaneously.
• Basic computer proficiency and comfort using CRM systems.
• Reliable attendance and punctuality.

Responsibilities

• Respond promptly to inbound leads from various sources.
• Schedule in-home design consultations between homeowners and Design Consultants.
• Accurately document all communication and activity in HubSpot CRM.
• Maintain a positive and helpful tone in all communications.
• Maintain professional, clear communication to ensure a positive customer experience.

Skills

Strong phone and interpersonal communication skills

Professional and customer-focused communication style

Organized and detail-oriented work habits

Basic computer proficiency and comfort using CRM systems

Multitasking

CRM proficiency

Punctuality

Tools

HubSpot CRM

Email and SMS communication platforms

BCI

Job description

The Call Center Appointment Coordinator is responsible for responding to inbound homeowner inquiries, engaging prospective customers, and scheduling qualified in-home design consultations for the sales team.

This role is a key part of the company’s growth strategy. Every lead represents a homeowner actively considering a bathroom remodel, and the Call Center Appointment Coordinator ensures that each opportunity receives a prompt, professional response and a clear path to the next step in the remodeling process.

Success in this role requires strong communication skills, quick response time to new leads, attention to detail, organization, and consistent use of company CRM systems.

Core Responsibilities

Lead Response & Qualification

• Respond promptly to inbound leads from various sources including but not limited to:
  • Website forms
  • Google Ads
  • Facebook and social media campaigns
  • Home show and event leads
• Maintain strong speed-to-lead response times to ensure timely homeowner engagement.
• Contact homeowners through phone, text message, and email.
• Gather initial project information and confirm homeowner interest in remodeling services.
• Verify that leads meet basic company qualification criteria.

Appointment Scheduling

• Schedule in‑home design consultations between homeowners and the company’s Design Consultants.
• Confirm homeowner availability and ensure that required decision‑makers will be present during the consultation.
• Verify property ownership and general project scope when applicable.
• Ensure scheduled appointments meet internal qualification standards.

CRM & System Management

• Accurately document all communication and activity in HubSpot CRM.
• Maintain detailed notes regarding homeowner conversations and project interest.
• Update lead status and dispositions within the CRM system.
• Assign appointments to the appropriate Design Consultant according to company procedures.
• Coordinate with internal systems such as Buildertrend when leads progress to the project stage.
• Maintain accurate records of calls, appointments, and follow‑up activities.

Customer Experience

• Serve as the first point of contact for many prospective customers and always represent the company professionally.
• Provide homeowners with a clear understanding of:
• Who the company is
• Why the company is contacting them
• What the in‑home consultation process includes
• Maintain a positive and helpful tone in all communications.
• Ensure smooth and professional transfers when connecting homeowners with other team members.
• Follow up with homeowners regarding:
• Missed calls
• Rescheduled appointments
• Leads that are not yet ready to schedule
• Place leads into appropriate nurture workflows when necessary.
• Maintain consistent communication to maximize appointment opportunities.
• Follow company lead management procedures and contact cadence standards to ensure timely engagement and appointment scheduling.

Performance Expectations

Performance in this role will be evaluated based on measurable key performance indicators including:

• Appointment set rate
• Appointment show rate
• Accuracy and completeness of CRM documentation
• Consistent communication and follow‑up activity

Required Skills & Qualifications

• Strong phone and interpersonal communication skills
• Professional and customer‑focused communication style
• Ability to confidently answer questions and address common homeowner concerns
• Organized and detail‑oriented work habits
• Ability to manage multiple conversations and tasks simultaneously
• Basic computer proficiency and comfort using CRM systems
• Reliable attendance and punctuality

Systems & Tools Used

This position regularly uses the following systems and tools:

• Email and SMS communication platforms
• Vendor portals (Apex, BCI, and others as applicable)

Physical & Work Requirements

• Primarily sedentary work is performed at a desk or workstation.
• Requires extended periods of phone and computer use.
• Must be able to communicate clearly with customers by phone and electronic communication.

American Bathroom Remodelers / Luxury Bath of San Diego is an equal opportunity employer. Employment decisions are made without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, veteran status, or any other protected classification under applicable federal, state, or California law.

Employment Status Disclaimer

This job description is intended to describe the general nature and level of work performed by employees in this role. It is not intended to be an exhaustive list of all responsibilities, duties, or qualifications required. Management reserves the right to modify duties as business needs change.

Employment with American Bathroom Remodelers / Luxury Bath of San Diego is at‑will, meaning either the employee or the company may terminate the employment relationship at any time, with or without cause or notice, subject to applicable law.