Senior Call Center & Customer Growth Manager

Bath Concepts Independent Dealers; Huntington Beach (CA); On-site; USD 45,000 - 65,000; Full time

Job summary

Luxury Bath Designs of Orange County is seeking a driven, organized Call Center & Customer Development Manager to own the front end of our customer-development process. This role focuses on turning leads into qualified appointments with our Design Consultants, while maintaining a clean and up-to-date CRM.

You will respond quickly to new leads from social media and the website, maintain an organized follow-up pipeline, and collaborate with marketing to identify top-performing sources.

Qualifications

• Experience in call centers, appointment setting, inside sales, customer development, home improvement, CRM systems, or social-media lead management is highly valued.

Responsibilities

• Respond quickly to new leads from social media, website inquiries, referrals, previous customers, and other marketing sources.
• Make consistent outbound calls, texts, and follow-ups with new leads, uncontacted prospects, unsold opportunities, and older leads.
• Convert customer inquiries into qualified appointments for our Design Consultants.
• Speak with homeowners to understand their project, priorities, desired improvements, timing, and overall needs.
• Help ensure all appropriate decision-makers will be available for the consultation.
• Confirm appointments and actively work to minimize cancellations and no-shows.
• Provide Design Consultants with useful customer and project information before appointments.
• Maintain accurate CRM records, customer notes, appointment statuses, follow-up dates, call outcomes, and lead dispositions.
• Maintain an organized follow-up pipeline so viable opportunities do not get forgotten or lost.
• Re-engage previous customers, referrals, unsold opportunities, and older leads to generate additional business.
• Provide professional and positive customer communication that properly represents Luxury Bath Designs of Orange County.
• Assist management with selected marketing, social-media, recruiting, scheduling, and customer-development initiatives as needed.
• Identify which lead sources are producing quality appointments and ultimately generating sales.

Skills

Phone communication

CRM management

Lead management

Appointment setting

Time management

Organizational skills

Customer development

Social media lead handling

Tools

CRM software

Job description

Luxury Bath Designs of Orange County is seeking a driven, organized Call Center & Customer Development Manager to own the front end of our customer-development process. This role focuses on turning leads into qualified appointments with our Design Consultants, while maintaining a clean and up-to-date CRM.

You will respond quickly to new leads from social media and the website, maintain an organized follow-up pipeline, and collaborate with marketing to identify top-performing sources.