Inside Sales Manager- Previous Customer Outreach

Inside Sales Manager – Previous Customer Outreach

Who We Are

Joyce Factory Direct has been an industry leader in home remodeling since 1955, specializing in sunrooms, windows, baths and doors. We proudly serve multiple markets including Cleveland, Pittsburgh, Charlotte, Columbia, Asheville, and Greenville. We are a third-generation, family-owned and operated company, committed to quality craftsmanship and long-term customer relationships.

At Joyce, we take pride in manufacturing the majority of our own products, allowing us to deliver superior quality while supporting the communities we serve.

Position Overview

Joyce Factory Direct is seeking an experienced Inside Sales Manager – Previous Customer Outreach to lead our customer engagement and referral program within our Berea, Ohio call center.

Our Family & Friends program focuses on building lasting relationships with previous customers, generating repeat business, and securing referrals and quality appointments for our in-home sales teams.

In this role, you'll lead and develop a dedicated team of outreach specialists while actively connecting with previous customers to maintain relationships, identify new opportunities, and generate referrals. You'll also oversee program performance, coordinate customer engagement campaigns, and serve as a primary point of contact for incoming service and warranty inquiries.

This is a hands-on leadership position combining inside sales, customer relationship management, and program coordination.

What You'll Do

• Lead, coach, and develop a team of outreach specialists to achieve appointment-setting and referral goals
• Proactively connect with previous customers to maintain relationships, identify additional home improvement needs, and ask for referrals
• Oversee outreach campaigns focused on generating repeat business, referrals, and quality appointments
• Conduct regular coaching sessions, call reviews, and performance evaluations
• Coordinate customer appreciation events, marketing campaigns, and referral promotions
• Monitor team performance, referral activity, and overall program results
• Oversee referral reward tracking and coordinate payments with Accounting
• Handle incoming service and warranty inquiries, document concerns, and connect customers with Production and Service Teams for resolution
• Collaborate with Sales, Marketing, and call center leadership to improve program performance
• Manage vendor relationships and support ongoing program improvements
• You'll Be a Good Fit If You Have: Experience in inside sales, call center operations, customer outreach, or a similar performance-driven environment
• Previous leadership experience with the ability to coach, train, and motivate employees
• Strong sales and relationship-building skills, including generating referrals and identifying customer needs
• Confidence engaging previous customers through proactive outreach and maintaining long-term relationships
• Experience managing performance metrics and driving team results
• Confidence handling customer concerns, escalations, and service inquiries
• Strong organizational, communication, and problem-solving skills
• The ability to manage multiple priorities and collaborate across departments