Remote Regional Call Center Lead

Stonegrove Roofing; United States; Remote; USD 80,000 - 90,000; Full time

Benefits offered by this job

Bonus potential

Job summary

Stonegrove Roofing Partners seeks a Regional Call Center Lead to oversee multi-brand call handling, lead follow-up, and appointment scheduling in the Southeast. You will coach customer service reps, optimize booking performance, and ensure consistent, professional service reflecting each partner’s local brand.

Work closely with Marketing Managers, regional leadership, and local sales teams to convert inquiries into qualified appointments while maintaining accurate records and follow-through.

Qualifications

• 3+ years in a call center or related role.
• Experience leading or coaching a team.
• Strong communication and customer service skills.
• Familiarity with CRM, call tracking, and messaging platforms.

Responsibilities

• Lead day-to-day call center activities across partner brands.
• Coach representatives on scripts, service quality, and booking performance.
• Ensure prompt, professional service to homeowners and accurate follow-up.
• Coordinate with Marketing Managers and regional teams to align appointment availability and handoffs.
• Monitor KPIs and drive improvements in response and booking rates.

Skills

Leadership

Coaching

Call center operations

CRM & reporting

Tools

AccuLynx

Hatch

CallRail

8x8

Job description

Stonegrove Roofing Partners seeks a Regional Call Center Lead to oversee multi-brand call handling, lead follow-up, and appointment scheduling in the Southeast. You will coach customer service reps, optimize booking performance, and ensure consistent, professional service reflecting each partner’s local brand.

Work closely with Marketing Managers, regional leadership, and local sales teams to convert inquiries into qualified appointments while maintaining accurate records and follow-through.