Inside Sales & Customer Experience Manager

Robbins Recruiting has partnered with a leader in the roofing industry who is looking for a strategic, hands-on Inside Sales & Customer Experience Manager to build and scale our centralized Customer Service team from the ground up. In this role, you will initially act as an individual contributor, responding to inbound third-party leads while simultaneously developing scripts, workflows, performance metrics, and hiring plans to grow a high-performing CSR team. You will report to our VP of Digital Marketing and work cross-functionally with local branch leaders and the marketing team to drive speed-to-lead, appointment set rate, and close rate improvements across all markets.

The ideal candidate will bring a mix of sales acumen, process-building experience, and leadership potential to create a scalable system that converts leads from sources like Angi, Thumbtack, and Networx etc… into booked appointments and ultimately, revenue. 

• Core Responsibility #1:
• Work Third-Party Leads and Establish a High-Speed, High-Conversion Process
•        Respond to incoming leads from platforms like Angi, Thumbtack, and Networx within 1 minute of submission
•        Develop call scripts, objection handling playbooks, and follow-up cadences to maximize appointment set and close rates
•        Monitor conversion data to refine scripts, adjust workflows, and optimize performance

• Core Responsibility #2:
• Implement and Manage Lead Nurturing Automation Tools
•        Set up, manage, and optimize campaigns in our preferred lead nurturing tool Hatch
•        Design multi-touch follow-up sequences and integrate with lead sources to maintain daily contact for unconverted leads
•        Track automation performance and make continuous improvements to message timing and content

• Core Responsibility #3:
• Build and Lead a Centralized CSR Team Across Brands
•        Hire, train, and manage a team of CSRs responsible for lead intake across multiple brands and markets
•        Establish and enforce KPIs for speed-to-lead, appointment set rate, and daily contact goals
•        Develop reporting dashboards and QA processes to ensure consistency across varying branch workflows and branding

• Experience managing or building inside sales or CSR teams in a home services industry (roofing, HVAC, plumbing, pest control, etc.)
• Experience working leads from third-party sources such as Angi, Thumbtack, Networx, etc.
• Familiarity with “speed-to-lead” workflows and daily lead nurturing follow-up strategies
• Ability to build call scripts, design workflows, and manage conversion KPIs
• Experience with lead automation tools like Hatch, Chiirp, or similar
• Ability to thrive in a fast-paced, remote-first environment

• Preferred:
• Roofing industry experience
• Familiarity with multi-brand or franchise-style organizations
• Strong communication, organizational, and performance coaching skills
• CRM and call center software experience
• Bilingual (especially Spanish) is a plus
• High school diploma or equivalent required; associate or bachelor’s degree preferred
• At least 5 years of experience in a customer service, inside sales, or lead management role
• Experience building or managing a small team highly preferred
• Prior setup and usage of Hatch or comparable tool required