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

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 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 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 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 Desirable: 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 Competencies 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