Remodeling Call Center Manager

ROLE:

Remodeling Call Center Manager Location:

Arizona Company:

StressLess Remodeling & Concrete Coating Pay:

$55,000

• $60,000 per year + performance bonus Full-time | Monday-Friday and some Saturdays ____________________________________________

WHAT WE DO

At StressLess Remodels, we make living meaningful. We don't just say that, we mean it and we do it every day. And oftentimes, working at StressLess Remodels is much like running a small business. There will be long days and incredible challenges, but the reward will be contributing to something that is larger than yourself. We want you to bring the hustle, grit, and passion to everything you do here. You will be expected to take high ownership and improve yourself constantly. You will be held accountable to our 4 Core Values and will be expected to hold your teammates accountable as well. The values are what unify us and allow us to make the impact that we do. They are crucial on our mission to make the top 50 in the QR 500. We create beautiful, functional spaces that improve how people live — from driveways and garages to kitchens and showers. Every project is built around our belief in a

Win-Win-Win:

a win for the customer, a win for the employee, and a win for the company. We're one of the fastest-growing home improvement companies in the Southwest, specializing in Rubber Stone and Vuba Stone coatings. Our culture is built on pride, craftsmanship, and purpose. Our 5-Year Goal is bold: Make the Top 50 in the Qualified Remodeler 500. We're growing fast, and we're looking for a Project Coordinator who can help us reach that level of excellence.

WHO WE ARE

(Our core values) We hold ourselves accountable to our core values that we live and breathe by. These values make up how we do the work here at StressLess Remodels. They enable us to be who we are and stay committed to our team and our customers.

We Are Caring:

We Uplift Others By Being Honest & Bringing Purpose To What We Do. We See The Person Behind The Project. We Create Meaningful Connections.

We Are Ambitious:

We Constantly Pursue Personal, Professional And Company Growth. We Set Big Goals And Take Bold Action And Measure Our Success Through Progress. We Never Settle, We Change Ourselves To Raise The Bar Everyday.

We Are Solution Minded:

We Focus On Finding Answers, not Excuses, Every Challenge Has A Solution. We Create Win, win, win Outcomes With A Win For The Customer, A Win For The Employee And A Win For The Company. We Approach Obstacles With Creativity, Accountability And Optimism.

We Take Extreme Ownership:

We Take Pride In Our Work And Take Full Responsibility For Results, No Blame, No Shortcuts. We Do What Say We Will Do And Finish What We Start. We Hold Ourselves Accountable To The Highest Standards.

WHY JOIN OUR TEAM

We really care about making living meaningful. The stories we could tell you of how our work has impacted the homes and people who live in them is what drives us everyday. We care to have a very meaningful impact on everyone associated with our business, including our team members, our customers, our vendors and our community. By joining our team, you will get to do this kind of impactful work with our awesome team where: Your Voice Counts

• Team members may own specific roles, but everyone has a say when we set goals and make plans. We value your input and experience. High Trust
• We create a high trust & transparent environment where you can be yourself. We aim to provide clarity, ownership and the opportunity to do meaningful work. Opportunity for Growth
• Be a part of a talented team where you will be challenged each and every day. We have fun and we make BIG things happen together. We are growing and need innovative ideas. It is a chance to get in and make an impact. Work with Great People
• Be a part of a talented team where you will collaborate on fun & exciting work, and excel in a highly motivating environment. Company Culture
• Our team makes us who and what we are and helps pave the path to the future. We meet together regularly to talk about what we need to start doing and stop doing, we read books together to find new ideas, have company parties, and laugh a lot together. Learn Always
• You will be pushed to expand and grow beyond your current skillset today, given that we have a big goal that we are charging towards. Meaningful Impact
• Be a part of something bigger than yourself, and join us in the impact that we are making for making living meaningful.

Additionally… Competitive pay + performance bonuses Opportunities for professional growth as we scale nationwide Supportive, purpose-driven team culture Paid time off Be part of a company that's truly making living meaningful

WHO YOU ARE

Do you love to… Remove obstacles and barriers? Train & Lead team members to incredible outcomes? Creatively problem solve? Get Sh

• Done?

Figure out solutions and do whatever it takes to get jobs done on time? Look for ways to simplify, implement & manage processes? Work through complex puzzles? Play chess not checkers? Connect with others? Step in and help when someone is in need? Help stressful situations become less stressful by your calm and confident approach? If you find yourself loving all of these, then keep reading! This job may be just the job for you! (

Pro-tip:

If you don't love to do all of those things, this may be time to part ways in this job description. Good luck to you in your future role!) Are you ... Able to multitask in a very fast pace setting? Good at taking feedback from others around you and trying things different ways? A lover of learning and problem-solving? Able to keep a calm and respectful approach in conversations that may be uncomfortable? Incredibly efficient-can act quickly and effectively? Someone who can alleviate anxious client's concerns and help them feel more comfortable? Impeccably organized? Able to anticipate needs of those around you and be self guided? Someone who has excellent communication skills? Can stay on task while having interruptions throughout the day? Able to look a few steps ahead and problem solve? A team player with the goal of making things better for all those around you? Able to take a low performing team member and motivate them to reach goals consistently? Highly proficient in Payroll and AR/AP systems? We're looking for someone to help our team and our customers reach the highest levels of success. If you're driven, goal-oriented and consider yourself a great office manager, this is the position for you!

WHAT YOU WILL BE DOING

DAILY

EXECUTION EXCELLENCE

The Remodeling Call Center Manager is responsible for leading, managing, and holding accountable the Inside Sales Team to maximize lead conversion, appointment setting, and rehash performance. This role ensures every qualified lead is contacted quickly, followed up consistently, and pursued until they either purchase or opt out. The Call Center Manager will oversee inbound and outbound call performance, develop and improve scripts, monitor KPIs, coach team members, and work closely with Marketing and Sales to ensure a steady flow of qualified appointments that drive company revenue. Previous call center management experience and proven appointment-setting success are required. Core Responsibilities1. Lead, Manage & Hold the Inside Sales Team Accountable (EOS LMA) Recruit, train, coach, and develop Inside Sales Representatives. Conduct regular one-on-one coaching sessions. Hold team members accountable to daily, weekly, and monthly KPIs. Maintain a high-performance culture focused on results and customer experience. Address performance issues quickly and implement improvement plans when needed. Ensure all team members follow company processes and core values. 2. Appointment Setting & Conversion Optimization Drive appointment-setting performance across all lead sources. Monitor lead-to-appointment conversion rates. Improve set rates through coaching, training, and call reviews. Ensure all qualified leads receive multiple contact attempts and follow-up sequences. Create accountability around daily call volume, talk time, and appointment production. 3. Inbound Lead Response & Call Handling Ensure rapid response times on all inbound inquiries. Monitor call quality and customer interactions. Establish best practices for lead qualification and appointment scheduling. Reduce lead leakage and missed opportunities. Ensure every inbound lead receives professional and timely communication. 4. Rehash Program Management Oversee all rehash efforts for unsold estimates and aged leads. Develop campaigns and follow-up strategies to revive dormant opportunities. Ensure rehash leads are worked consistently and systematically. Track rehash appointment and sales performance. Maximize return on marketing investments through lead recovery efforts. 5. Performance Tracking & Reporting Maintain accurate scorecards and reporting dashboards. Monitor daily, weekly, and monthly KPIs. Provide leadership with performance updates and recommendations. Identify trends, bottlenecks, and opportunities for improvement. Ensure CRM data integrity and reporting accuracy. 6. Script Development & Continuous Improvement Develop, test, and improve call scripts. Listen to recorded calls and provide coaching feedback. Create objection-handling processes and training materials. Implement best practices that improve conversion rates and customer experience. Continuously refine appointment-setting strategies. 7. Collaboration with Sales & Marketing Work closely with Marketing to improve lead quality. Partner with Sales Management to improve appointment-to-sale performance. Provide feedback regarding lead sources, campaigns, and customer objections. Assist in creating promotions and reactivation campaigns. Ensure alignment between Marketing, Inside Sales, and the Sales Team. QualificationsRequired Previous call center management experience. Experience managing appointment-setting teams. Strong coaching and leadership abilities. Excellent communication and customer service skills. Experience using CRM systems and reporting dashboards. Proven track record of hitting appointment-setting goals. Strong organizational and time-management skills. Preferred Home improvement, remodeling, construction, or home services experience. Experience managing remote or virtual appointment setters. EOS experience is a plus. Key Performance Indicators (KPIs)

Primary KPI Ran Appointments Monthly Goal:

Achieve the company target for completed in-home appointments generated by the Inside Sales Team. Secondary KPIs Appointment Set Rate Show Rate (Set to Ran Percentage) Speed to Lead Response Time Rehash Appointments Generated Outbound Calls Completed Lead Contact Rate Success in This Role Looks Like The Inside Sales Team consistently hits or exceeds appointment goals. Every qualified lead receives professional and persistent follow-up. Marketing leads are converted into revenue-producing appointments. Rehash opportunities generate measurable additional sales. Accurate reporting and accountability drive continuous improvement. The team operates in alignment with the company's CAST Core Values and mission to "Make Living Meaningful."

THIS JOB IS FOR

Someone who has… Minimum of 3-5 years of office management or administrative experience, preferably in construction or a related industry Strong knowledge of accounting and payroll processes Proficiency with construction and accounting software (e.g., QuickBooks, Procore, Buildertrend, or similar) Excellent organizational, communication, and time-management skills Ability to manage multiple priorities in a fast-paced environment High attention to detail and accuracy Proficient in Microsoft Office or Google Workspace A caring, accountable, and solution-oriented approach Comfortable Working in a Fast-Paced Environment Self-Motivated and Goal Driven Excellent Customer Service Skills Works Well in a Team Environment

THIS JOB IS NOT FOR

Someone who is… Defensive and unable to take constructive feedback from their team members. Not willing to look for ways to improve. Not willing to put time into understanding and exploring better ways to do things. Only willing to do what is "my job" and not looking to help others. Complacent, waits to be told what to do. Not able to communicate well with teammates and clients. Not looking to contribute to the overall direction of our company. (We want your input!) Not a problem solver and waits for direction.

Job Type:

Full-time Benefits:

Employee assistance program Employee discount Paid time off Parental leave Referral program Relocation assistance

Work Location:

In person If you're an organized, results-driven leader who wants to grow with a company built on purpose — apply today. Help us deliver a StressLess experience that makes living meaningful.

Pay:

$54,787.68

• $65,980.

86 per year

Benefits:

Employee assistance program Employee discount Paid time off Professional development assistance Referral program Relocation assistance

Work Location:

In person