Appointment Setter/ Sales focused CSR

This is a remote position.

About the Company:

Our client is a leading US-based company specializing in innovative daylighting and ventilation solutions for residential spaces. With a well-established presence in the market, they operate both through a corporate-owned retail and installation division as well as a network of certified dealers. The company is focused on providing high-quality products and exceptional customer service, supporting homeowners through every stage of their purchase and installation journey.

About the Role:

The Customer Service Representative / Appointment Setter role is primarily responsible for converting leads into scheduled appointments for the company’s Field Sales Representatives (FSRs) and Certified Installation Consultants (CICs). The role plays a crucial part in driving sales and customer satisfaction by ensuring timely follow-ups, answering inquiries, and booking appointments efficiently.

This is a remote role with US Pacific Time coverage, requiring high-volume outbound calling and excellent communication skills. The ideal candidate is self-motivated, empathetic, and capable of managing a structured pipeline while maintaining a positive and professional tone in all customer interactions.

Key Responsibilities:

1. Lead Conversion & Appointment Setting
   

• Convert inbound and outbound leads into scheduled appointments for FSRs and CICs
  
• Independently close prospects via phone using approved scripting and consultative sales guidelines
  
• Apply a “One Call Close” mindset to book appointments on the first contact whenever possible
  
• Qualify prospective customers and explain product benefits clearly and persuasively
  

1. Customer Follow-ups & Communication
   

• Perform high-volume outbound calls to follow up on leads from web inquiries, events, or other sources
  
• Respond to customer questions regarding initial inquiries in a timely and professional manner
  
• Maintain organized records, notes, and pipeline activity in the CRM system
  
• Collaborate with peers, supervisors, and management to ensure a seamless customer experience
  

1. Pipeline Management & Reporting
   

• Maintain follow-up discipline and pipeline momentum using structured schedules and workflows
  
• Complete all required reports accurately and on time
  
• Attend meetings and training sessions as required to maintain product and process knowledge
  

1. Administrative & Safety Responsibilities
   

• Perform all duties safely and in accordance with company policies
  
• Carry out all related duties as assigned to support sales operations
  

Requirements

Experience & Requirements

• Proven experience in customer service, telesales, or appointment setting, preferably handling warm leads
  
• Strong verbal communication skills with a professional and empathetic phone presence
  
• Comfortable with high-volume outbound calling (70–80 dials/day)
  
• Experience using CRM systems to track leads and manage pipeline activity
  
• Ability to work independently, maintain organization, and manage time effectively
  
• Availability to cover US Pacific Time hours, including evenings and weekends
  

• Prior experience in home improvement, sales support, or residential services
  
• Familiarity with appointment scheduling software or sales management platforms
  
• Demonstrated ability to convert leads into sales or appointments efficiently
  
  

To perform this role successfully, the candidate should demonstrate:

• Communication: Clearly conveys information and engages customers positively
  
• Attention to Detail: Maintains accurate records and pipeline updates
  
• Time Management: Prioritizes workload effectively to meet scheduling targets
  
• Problem Solving: Resolves customer inquiries and obstacles efficiently
  
• Autonomy & Accountability: Works independently while maintaining ownership of outcomes
  
• Customer Focus: Understands customer needs and provides an excellent experience