Inside Sales & Appointment Leader — Floor Lead

Joyce Factory Direct; Berea, Northern (OH, KY); Hybrid; USD 34,440,000 - 41,328,000; Full time

Benefits offered by this job

Health insurance

Dental & Vision insurance

PTO & vacation

401(k) with company match

Employee discounts

Job summary

Joyce Factory Direct in Berea, OH seeks an experienced Inside Sales & Appointment Supervisor to lead from the front and drive results within our call center. This role focuses on coaching, training, and ensuring smooth daily operations while producing at a high level.

You will balance personal production with team support, act as a floor leader when the Call Center Manager is away, and help educate homeowners on Joyce products and services. Weekend shifts are required.

Qualifications

• Previous success in call center production, inside sales, appointment setting, or a similar performance-driven role.
• The ability to lead by example and influence others without formal management authority.
• Experience helping train, coach, or support the development of teammates.
• Confidence answering questions, providing constructive feedback, and handling escalations.
• A competitive, goal-oriented mindset with the ability to balance personal production and team needs.
• Strong organizational and time-management skills.
• Availability for one of the listed shifts and at least one weekend day per week.
• Reliable transportation to and from work.

Responsibilities

• Lead from the front by consistently meeting or exceeding your own production goals
• Support onboarding, training, call practice, and skill development for new and existing team members
• Model strong call quality, customer service, urgency, and appointment-setting habits
• Make outbound calls to warm leads and handle inbound customer inquiries as a core part of the role
• Build excitement, overcome hesitation, and create a positive customer experience
• Educate homeowners on Joyce products, services, and value
• Schedule and support high-quality in-home consultation appointments
• Serve as the floor leader when the Call Center Manager is away, keeping workflow, coverage, and communication on track
• Answer team questions, help resolve customer or operational issues, and elevate concerns to the Call Center Manager when needed

Skills

Call center production

Inside sales

Appointment setting

Leadership without authority

Job description

Joyce Factory Direct in Berea, OH seeks an experienced Inside Sales & Appointment Supervisor to lead from the front and drive results within our call center. This role focuses on coaching, training, and ensuring smooth daily operations while producing at a high level.

You will balance personal production with team support, act as a floor leader when the Call Center Manager is away, and help educate homeowners on Joyce products and services. Weekend shifts are required.