Inside Sales Operations Coordinator

Meet Leaf Home, the leading provider of technology-driven home solutions that is on a mission to make homeownership easy. With more than 50% of consumers worried about the cost and effort of home maintenance, we focus on delivering remarkable, end-to-end experiences. Trusted by more than 1 million homeowners across US and Canada, Leaf Home is America’s largest Direct to Consumer full-service provider of branded home services and products. Leaf Home and its products, including the patented LeafFilter gutter protection system, have earned numerous awards and recognition from Good Housekeeping, Qualified Remodeler, Angi, Consumer Reports, This Old House and other consumer review platforms.

Powered by people, Leaf Home's innovative products and services are delivered with convenience, trust, and quality via 200+ regional sales and installation offices along with comprehensive field support offices in New York and Hudson, Ohio. We believe we win together. Leaf Home has been consistently named one of the fastest growing private companies by Inc 5000 and recognized as a top employer nationally. Benefits of working at Leaf Home are wide-ranging and include: 

Industry-best compensation packages | Fully paid health, dental, vision insurance | 401k with company match | Paid Time Off including paid parental leave | Individualized career development programs | On-demand lunch program | Childcare assistance | Free gym membership | Employee assistance programs, including legal, financial planning, and counseling | Employee discount marketplace | Employee Resource Groups such as VetConnect, DEI Committee, Women’s Committee

Apply today and together we will unlock millions of customers' dream homes and your dream career at Leaf Home.

Position Summary: The Inside Sales Operations Coordinatoris responsible for overseeing the daily operations for a group of remote offices. The Inside Sales Operations Coordinator will need to demonstrate a high-level of professionalism while acting as a liaison between the Inside Sales Center and the managers in the field.

Essential Duties and Responsibilities:

• Manage all facets of appointment calendars for a given group of offices.
• Produce daily documentation outlining each office’s goals.
• Monitor existing and newly added calendar appointments for accuracy.
• Daily communication with customers to confirm estimate appointments.
• Act as the direct contact for our in-field Operations Managers to investigate and resolve calendar issues, availability, and conflicts.
• Routinely monitor the leads in the CRM to ensure capacity alignment.
• Observe, review, and analyze processes to identify inefficiencies.
• Provide daily and weekly feedback on office performance to both call center management and operations management.
• Recognize trends and offer suggestions to streamline efficiency.
• Support contact center inbound/outbound call operations when calendar maintenance is up to date.
• Conduct outbound dials and receive inbound when not performing other duties.
• Performs other duties as assigned by supervisor.

 Experience and Minimum Qualifications:

• High school diploma or equivalent.
• Experience in a high-volume contact center or equivalent.
• Proven customer service experience.
• Leadership and team management skills.
• Ability to juggle various work activities and shift their attention from one task to another to meet the demands of different stakeholders without “dropping the ball.”
• Ability to thrive in a fast-paced, high-energy, team-oriented environment and have a “roll up your sleeves” and “win every day” mentality.
• Hold oneself accountable and responsible while being self-driven in accomplishing goals.
• Detail-oriented and can focus on task at hand by finding the most efficient and effective pathway to completion.
• Excellent verbal and written communication skills at all levels to communicate with internal and external stakeholders articulately.
• Ability to logically connect ideas, scrutinize and evaluate arguments, find inconsistencies and errors in work, solve complex problems, and engage in reflection.
• Ability to provide timely and empathetic service through all communication channels keeping peer and customer needs first.
• Proficiency using Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, Project, and/or Access).
• Must be legally authorized to work in country of employment without sponsorship for employment visa status (e.g., H1B status).

Preferred Knowledge, Skills, Abilities or Certifications:

• Experience with large and geographically diverse home remodeling or construction company.
• Experience in management or team lead capacity.

 Travel Requirements:

• No travel required. 

Overtime/Additional Hours Requirements:

• May be requested to work overtime on evenings and weekends dependent on business need.

 Physical Requirements:

• Normal office environment.
• Performs indoor work in a climate-controlled environment.
• Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time.

Diversity and Inclusion Statement

Leaf Home is committed to creating a diverse environment and is proud to be an equal opportunity employer. We strive to create an environment that embraces differences and fosters inclusion.

Equal Opportunity Statement

Leaf Home will recruit, hire, train, and promote persons in all job titles without regard to race, color, ancestry, national origin, gender identity or expression, sexual orientation, marital status, religion, age, results of genetic testing, veteran status, or physical/mental disability (except where the disability prevents the individual from being able to perform the essential functions of the job and cannot be reasonably accommodated in full compliance with the law).