Job description
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.
Key Responsibilities:
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
Qualifications:
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
