Call Center Representative - San Diego

About the role

California Bathrooms is an established, multi‑million‑dollar bathroom remodeling company completing hundreds of projects each year. They invest heavily in marketing and generate a steady flow of homeowners interested in remodeling their bathrooms. The Call Center Service Associate will be one of the first people homeowners speak with when they contact the company, providing an excellent first experience while turning qualified leads and previous opportunities into scheduled appointments for the sales team.

Responsibilities

• Answering inbound calls from homeowners
• Calling new leads quickly after they are received
• Asking questions to understand the homeowner's remodeling needs
• Educating homeowners about California Bathrooms and our remodeling services
• Scheduling qualified in‑home appointments for our sales team
• Confirming upcoming appointments
• Following up with leads who haven't scheduled yet
• Rehashing older leads and previous opportunities
• Rescheduling canceled or missed appointments
• Maintaining accurate notes and lead status inside our CRM
• Following established call scripts and lead‑setting procedures
• Communicating with sales and management when issues arise
• Providing a professional, first‑class customer experience from the first phone call

Requirements

• Confident and professional on the phone
• Friendly without sounding scripted
• Comfortable asking questions and guiding a conversation
• Comfortable asking homeowners to schedule an appointment
• Persistent without being pushy
• Competitive and motivated by performance incentives
• Extremely dependable
• Organized and detail‑oriented
• Able to follow a defined process
• Comfortable working inside a CRM
• Able to manage multiple leads and follow‑ups throughout the day
• Coachable and willing to improve
• Performance metrics: speed‑to‑lead, contact rate, appointment‑set rate, appointment confirmation rate, held appointments, rehashed appointments, follow‑up activity, CRM accuracy, call quality

Qualifications

• Previous experience in one or more of the following is preferred: call center, appointment setting, inside sales, home improvement, remodeling, HVAC, roofing, solar, windows, plumbing, real estate, automotive sales/service, customer service
• Home improvement experience is a plus but is not required
• If you're excellent on the phone and know how to build rapport, follow a process and ask for an appointment, we can teach you the bathroom remodeling business

Benefits

• Steady lead flow from heavy marketing investment
• Performance‑based compensation: commissions and bonuses for qualified appointments set, appointments held/demonstrated, and rehashed appointments from previous leads
• Professional systems: established processes