Inside Sales & Appointment Supervisor

Joyce Windows, Sunrooms & Baths; Berea (KY); On-site; USD 34,000 - 41,000; Full time

Benefits offered by this job

Health, Dental, and Vision Insurance

PTO and vacation

401(k) with 25% uncapped company match

Employee discounts on home improvement

Employee Referral Bonus Program

Job summary

Joyce Factory Direct in Berea, KY is seeking an experienced Inside Sales & Appointment Supervisor who will lead from the floor, train teammates, and drive results without direct reports. This role blends production with coaching to keep daily operations on track and ensure high-quality customer interactions.

The position requires standing in for the Call Center Manager as needed, managing escalations, and guiding the team toward strong appointment scheduling and sales performance.

Qualifications

• Previous success in call center production or inside sales.
• Ability to lead by example without formal management, and coach teammates.
• Experience training, coaching, or supporting others in a fast-paced environment.

Responsibilities

• Lead from the front and meet personal production goals.
• Support onboarding, training, and call practice for new and existing members.
• Model high call quality, customer service, urgency, and appointment setting.
• Make outbound calls to warm leads and handle inbound inquiries.
• Educate homeowners on Joyce products and schedule high-quality in-home consultations.
• Serve as floor leader in manager's absence, ensuring workflow and coverage.
• Address questions and escalate issues to the Call Center Manager when needed.

Skills

Call center production

Inside sales

Appointment setting

Team leadership by example

Job description

Who We Are

Joyce Factory Direct has been an industry leader in home remodeling since 1955, specializing in sunrooms, windows, baths and doors. We proudly serve multiple markets including Cleveland, Pittsburgh, Charlotte, Columbia, Asheville, and Greenville. We are a third-generation, family-owned and operated company, committed to quality craftsmanship and long-term customer relationships. At Joyce, we take pride in manufacturing the majority of our own products, allowing us to deliver superior quality while supporting the communities we serve.

Position Overview

Lead from the front and produce alongside the team. Joyce is seeking an experienced, high-energy Inside Sales & Appointment Supervisor who will personally generate results while helping our Inside Sales and Appointment Specialists perform at their best. This working supervisor role does not have direct reports.

You will support training and skill development and serve as the trusted floor leader when the Call Center Manager is out. Success requires balancing personal production with sound judgment, team support, and smooth daily operations.

Schedule

We are hiring for multiple full-time shifts at our Berea call center:

Available shifts: 8:00 AM - 4:00 PM | 10:00 AM - 6:00 PM | 1:00 PM - 9:00 PM

Weekend availability is required. All team members must work at least one weekend day per week.

Compensation

Your results drive your earnings through an hourly base rate plus commission and performance incentives.

Compensation Includes:

• $18 per hour for the 8:00 AM - 4:00 PM and 10:00 AM - 6:00 PM shifts; $20 per hour for the 1:00 PM - 9:00 PM shift, including a $2 per hour shift differential
• Commission and performance bonuses based on appointments set and lead quality
• Total earning potential of $25-$30 per hour or more, based on performance

What You'll Do

• 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 escalated concerns to the Call Center Manager when needed

You'll Be a Good Fit If You Have:

• 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

Benefits

• Health, Dental, and Vision Insurance
• PTO and vacation
• 401(k) with a 25% uncapped company match
• Employee discounts on home improvement services
• Employee Referral Bonus Program

Why You'll Love Working at Joyce

• 71+ years of success as a family-owned and operated company
• A visible leadership opportunity without leaving production
• High-quality, American-made products
• Strong marketing support and brand recognition
• An upbeat team that recognizes strong performance and leadership

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