NYC Glass

Position Overview

This role is focused on converting incoming leads into paying customers.

You will answer inbound calls, follow up on web inquiries, respond to emails and text messages, qualify prospects, build trust, overcome objections, and schedule estimates for our sales team.

The ideal candidate is confident on the phone, persuasive, customer-focused, and driven by results.

Key Responsibilities

Sales & Lead Conversion

• Answer inbound sales calls.
• Convert incoming leads into scheduled appointments.
• Follow up with unsold estimates and pending proposals.
• Build rapport and trust with prospective customers.
• Identify customer needs and recommend appropriate services.
• Explain company processes, warranties, and service options.
• Consistently achieve monthly sales goals.

Lead Management

• Respond to all new inquiries within 5 minutes.
• Qualify leads and gather project information.
• Request photos, measurements, and project details.
• Maintain accurate records in CRM.
• Track all opportunities through the sales pipeline.

Customer Communication

• Handle phone calls, emails, text messages, and online inquiries.
• Keep customers informed throughout the sales process.
• Follow up on missed appointments and open estimates.
• Resolve customer concerns professionally.

Business Development

• Follow up with previous customers.
• Generate referral opportunities.
• Request online reviews after project completion.
• Build relationships with property managers, homeowners, contractors, architects, and business owners.

Requirements

Must Have

• Excellent spoken and written English.
• Strong sales and closing skills.
• Outstanding phone etiquette.
• Ability to build trust quickly.
• Strong negotiation skills.
• Self-motivated and goal-oriented.
• Experience using CRM systems.
• Reliable internet connection and quiet work environment if remote.

Preferred

• Experience in:
  • Home improvement sales
  • Window and door industry
  • Glass industry
  • Construction sales
  • Property management
  • HVAC, roofing, plumbing, or restoration sales
• Experience with:
  • GoHighLevel
  • Google Workspace

You will be the first point of contact for our customers. Your primary responsibility is to answer incoming calls, respond to emails, text messages, website inquiries, and online chat requests while providing outstanding customer service and ensuring every lead is properly qualified and scheduled.

This is not a typical call center position. We are looking for someone who is proactive, empathetic, organized, and capable of representing our company with professionalism and confidence.

Key Responsibilities

Customer Communication

• Answer inbound phone calls professionally and courteously.
• Respond promptly to emails, text messages, and website inquiries.
• Handle emergency glass, window, and door service requests.
• Maintain a friendly, helpful, and positive attitude with every customer.

Appointment Scheduling

• Gather project information from customers.
• Schedule estimates, service calls, and installations.
• Coordinate schedules with technicians and project managers.
• Confirm appointments and follow up with customers.

Lead Qualification

• Understand customer needs and project requirements.
• Collect photos, measurements, addresses, and relevant project details.
• Identify high-priority and emergency service requests.
• Ensure all leads are properly entered into the CRM.

Customer Experience

• Keep customers informed throughout the entire process.
• Follow up on pending estimates and proposals.
• Resolve customer concerns professionally and efficiently.
• Maintain high customer satisfaction and online review ratings.

Administrative Support

• Update CRM records accurately.
• Document customer conversations and service requests.
• Assist with dispatching technicians when needed.
• Maintain organized records and communication logs.

Requirements

Must Have

• Excellent spoken and written English.
• Exceptional communication skills.
• Strong customer service mindset.
• Ability to remain calm under pressure.
• Strong organizational skills.
• Reliable internet connection and quiet work environment (for remote positions).
• Experience using CRM software and scheduling platforms.

Preferred

• Previous experience in:
  • Home services
  • Construction
  • Glass and window industry
  • Property management
  • HVAC, plumbing, roofing, or related trades
• Experience with:
  • Housecall Pro
  • GoHighLevel
  • Google Workspace
  • Microsoft Office

Ideal Candidate

The ideal candidate:

• Loves helping people.
• Can handle difficult customers professionally.
• Is highly organized and detail-oriented.
• Takes ownership of customer issues.
• Can multitask without sacrificing quality.
• Has a positive attitude and strong work ethic.
• Understands that every call is an opportunity to create a lifelong customer.