Strategic Call Center & Customer Growth Manager

BCI Acrylic Inc.; Santa Ana (CA); On-site; USD 65,000 - 90,000; Full time

Job summary

Luxury Bath Designs of Orange County is growing and seeking a driven Call Center & Customer Development Manager to own the front end of our customer-development process. This role requires turning leads into qualified appointments with our Design Consultants, maintaining a precise CRM, and driving consistent sales opportunities.

You will manage inbound/outbound communication, engage homeowners, and stay organized to minimize no-shows and maximize conversions.

Qualifications

• 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 appropriate 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.
• Maintain accurate CRM records, customer notes, appointment statuses, follow-up dates, call outcomes, and lead dispositions.
• Re-engage previous customers, referrals, unsold opportunities, and older leads to generate additional business.

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 appropriate 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

Lead follow-up

Sales mindset

Organization

Tools

CRM software

Lead tracking tools

Job description

Luxury Bath Designs of Orange County is growing and seeking a driven Call Center & Customer Development Manager to own the front end of our customer-development process. This role requires turning leads into qualified appointments with our Design Consultants, maintaining a precise CRM, and driving consistent sales opportunities.

You will manage inbound/outbound communication, engage homeowners, and stay organized to minimize no-shows and maximize conversions.