Regional Call Center Lead

Job not on LinkedIn

🔥 2 minutes ago

🐊 Florida, Texas – Remote

🐊 Florida – Remote 🤠 Texas – Remote

💵 $80k - $90k / year

⏰ Full Time

🟠 Senior

📞 Call Center Representative

👻 Ghost score 0%

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Stonegrove Roofing Partners

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2024

🏗️ Construction

💼 Consulting

📦 Logistics

Construction • Consulting • Logistics

Stonegrove Roofing Partners is a collective and investment platform that brings together premier local residential roofing brands to scale operations while preserving local leadership and brand identity. SRP provides capital, shared operational resources, marketing, purchasing power, and strategic guidance to help partner roofing companies grow, improve efficiency, and serve their communities. The firm positions itself as a partner-first roll-up focused on long-term relationships, operational discipline, and preserving company culture across a national network of roofing brands.

📋 Description

• Lead day-to-day call center activities across multiple partner companies • Balance staffing, call volume, and market needs • Train and coach representatives on call scripts, customer service, appointment booking, objection handling, and follow-up • Conduct call reviews and individual coaching sessions • Coordinate coverage for peak periods, after-hours inquiries, absences, and storm-related demand increases • Drive rapid response to new inquiries and oversee inbound, phone, text, and email follow-up • Manage the three-day contact cadence targeting 13 contact attempts • Help representatives qualify customer needs, confirm service areas, and schedule appointments • Coordinate appointment availability, routing, and customer expectations with local sales teams • Monitor unassigned, aging, canceled, and unscheduled leads • Maintain lead records, dispositions, appointment details, and source attribution in AccuLynx • Oversee Hatch Speed to Lead settings, follow-up campaigns, scheduling workflows, and representative adoption • Monitor call routing, ring groups, voicemail, overflow coverage, and call tracking • Troubleshoot workflow issues with Marketing, Operations, and technology partners • Ensure compliance with customer communication, consent, and opt-out policies • Review activity and results by partner company and representative • Track answer rate, answer time, speed to lead, contact rate, booking rate, appointment outcomes, call quality, call duration, and handle time • Share weekly performance updates, identify root causes, implement corrective actions, and escalate concerns

🎯 Requirements

• Three or more years of experience in a call center, customer service, inside sales, or appointment-setting environment • Previous experience leading, training, or coaching a team • Strong phone communication, organization, problem-solving, and customer service skills • Experience managing performance through call reviews, activity reports, and conversion metrics • Ability to support multiple locations, priorities, and local brands • Comfort working in CRM, call tracking, business phone, and messaging platforms • Roofing, home services, or other appointment-based sales experience preferred • Experience with AccuLynx, Hatch, CallRail, or 8x8 preferred • Candidate needs to live in the Southeast Market, Florida, Georgia, or Texas

🏖️ Benefits

• Bonus potential • Comprehensive health and wellness benefits • Employer-matching 401(k) • Unlimited paid time off • Paid company holidays • Flexible and remote work opportunities for eligible positions • Professional development and career-growth opportunities • Collaborative, people-focused culture