Call Center Coordinator

The Call Center Appointment Coordinator is responsible for responding to inbound homeowner inquiries, engaging prospective customers, and scheduling qualified in-home design consultations for the sales team. This role is a key part of the company’s growth strategy. Every lead represents a homeowner actively considering a bathroom remodel, and the Call Center Appointment Coordinator ensures that each opportunity receives a prompt, professional response and a clear path to the next step in the remodeling process. Success in this role requires strong communication skills, quick response time to new leads, attention to detail, organization, and consistent use of company CRM systems. Core Responsibilities Lead Response & Qualification Respond promptly to inbound leads from various sources including but not limited to: o Website forms o Google Ads o Facebook and social media campaigns o CallRail phone inquiries o Home show and event leads o Referral sources Maintain strong speed-to-lead response times to ensure timely homeowner engagement. Contact homeowners through phone, text message, and email. Gather initial project information and confirm homeowner interest in remodeling services. Verify that leads meet basic company qualification criteria. Appointment Scheduling Schedule in-home design consultations between homeowners and the company’s Design Consultants. Confirm homeowner availability and ensure that required decision-makers will be present during the consultation. Verify property ownership and general project scope when applicable. Ensure scheduled appointments meet internal qualification standards. CRM & System Management Accurately document all communication and activity in HubSpot CRM. Maintain detailed notes regarding homeowner conversations and project interest. Update lead status and dispositions within the CRM system. Assign appointments to the appropriate Design Consultant according to company procedures. Coordinate with internal systems such as Buildertrend when leads progress to the project stage. Maintain accurate records of calls, appointments, and follow-up activities. Customer Experience Serve as the first point of contact for many prospective customers and always represent the company professionally. Provide homeowners with a clear understanding of: Who the company is Why the company is contacting them What the in-home consultation process includes Maintain a positive and helpful tone in all communications. Ensure smooth and professional transfers when connecting homeowners with other team members. Follow-Up & Lead Nurturing Follow up with homeowners regarding: Missed calls Voicemails Appointment confirmations Rescheduled appointments Leads that are not yet ready to schedule Place leads into appropriate nurture workflows when necessary. Maintain consistent communication to maximize appointment opportunities. Follow company lead management procedures and contact cadence standards to ensure timely engagement and appointment scheduling. Performance Expectations Performance in this role will be evaluated based on measurable key performance indicators including: Speed-to-lead response time Lead contact rate Appointment set rate Appointment confirmation rate Appointment show rate Accuracy and completeness of CRM documentation Consistent communication and follow-up activity Required Skills & Qualifications Strong phone and interpersonal communication skills Professional and customer-focused communication style Ability to confidently answer questions and address common homeowner concerns Organized and detail-oriented work habits Ability to manage multiple conversations and tasks simultaneously Basic computer proficiency and comfort using CRM systems Reliable attendance and punctuality Systems & Tools Used This position regularly uses the following systems and tools: HubSpot CRM Buildertrend CallRail Email and SMS communication platforms Vendor portals (Apex, BCI, and others as applicable) Physical & Work Requirements Primarily sedentary work is performed at a desk or workstation. Requires extended periods of phone and computer use. Must be able to communicate clearly with customers by phone and electronic communication. Equal Employment Opportunity American Bathroom Remodelers / Luxury Bath of San Diego is an equal opportunity employer. Employment decisions are made without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, veteran status, or any other protected classification under applicable federal, state, or California law. Employment Status Disclaimer This job description is intended to describe the general nature and level of work performed by employees in this role. It is not intended to be an exhaustive list of all responsibilities, duties, or qualifications required. Management reserves the right to modify duties as business needs change. Employment with American Bathroom Remodelers / Luxury Bath of San Diego is at-will, meaning either the employee or the company may terminate the employment relationship at any time, with or without cause or notice, subject to applicable law. 83VeBmir35