Who is Southern National

Southern National is a premier roofing contractor, dedicated to setting new industry standards through innovation, technology, and exceptional service. Our mission is to deliver unique and memorable experiences to all we encounter while elevating the benchmark for roofing replacement.

Job Summary

The Manager of Contact Center & Inside Sales is responsible for leading Southern National’s centralized lead management, appointment setting, dispatching, rehash, and inside sales functions. This role owns the customer journey from initial inquiry through appointment confirmation, ensuring high contact rates, quality appointments, and efficient lead conversion. This role also leads Southern National’s unique hiring efforts that help staff the canvassing team. The Manager will build and optimize contact center operations, develop inside recruiting efforts, and partner closely with Marketing and Field Sales to maximize the ROI on Southern National’s lead generation investments.

General Responsibilities:

Contact Center Operations

Build and lead a high-performing contact center team that handles inbound and outbound lead management
Develop and optimize call scripts, lead qualification criteria, and appointment setting processes
Implement workforce management strategies to ensure adequate coverage during peak call times
Monitor and improve key metrics: contact rate, speed-to-lead, appointment set rate, and appointment quality
Manage telephony systems, dialer technology, and CRM integrations to maximize efficiency
Provide overflow support coordination across all markets during high-volume periods

Inside Sales Development

Optimize and scale the process to recruit and hire canvassers and support field sales efforts
Create lead scoring and routing logic to direct leads to the appropriate sales channel (inside vs. field)
Research and implement AI driven capabilities for texting, emailing, and calling customers
Develop re-engagement campaigns for aged leads, cancelled appointments, and unsold estimates

Cross-Functional Partnership

Partner with Marketing to optimize lead flow, campaign performance, and lead source ROI
Work with Field Sales leadership to ensure appointment quality meets expectations and minimizes no-shows
Collaborate with Operations on scheduling optimization and capacity alignment
Coordinate with Regional GMs and market leaders on local lead management needs
Provide feedback loop to Marketing on lead quality by source, campaign, and channel

Team Development & Performance Management

Recruit, hire, and develop contact center talent
Create training and onboarding programs for new representatives
Implement quality assurance programs including call monitoring, coaching, and performance scorecards
Design compensation and incentive structures that drive desired behaviors and outcomes
Foster a positive, high-energy culture that minimizes turnover and maximizes engagement

Other duties as assigned

Preferred Qualifications

Experience in home services, construction, or appointment-based sales industries
Background with multi-location companies requiring centralized lead management
Familiarity with speed-to-lead best practices and lead lifecycle management
Knowledge of workforce management software and contact center analytics platforms

Salary Description

Total compensation between Salary, Bonus and Commission will be based on experience; The range is $80,000 to $125,000 per year. This is a full-time on-site position with full benefits including health, dental, vision and 401(k).

Please note that remote employment will not be considered for this role and that this position requires being in-office Monday through Friday. In addition, supervision of the team during weekend operations will occasionally require Saturday visits to check on your team.

Southern National’s Mission:

Contractors have a bad rep – and let’s be honest, many disreputable contractors over the decades have earned it. Southern National’s mission is to be the Roofing organization of choice and to improve the industry standard. We set the bar high to raise the benchmark.

Southern National’s Vision Statement:

Operational excellence via technology and a relentless focus on KPIs. Basically, everyone should do their best work to make sure operations run smoothly; we utilize technology to help when possible and we will gauge our success by tracking key performance indicators.

Southern National’s Values:

At Southern National we believe in doing the right thing no matter what. Part of being Southern National means owning up to mistakes, being honest and turning away a potential lucrative sale when we know we cannot deliver a desired service. It also means setting up our employees for success

Minimum Qualifications:

Bachelor’s degree and or an equivalent combination of education/experience required
3+ years of experience in contact center operations, inside sales, and lead management
5+ years in a leadership role managing high performing teams of 15+ representatives
Proven track record of improving contact rates, conversion rates, and lead-to-sale metrics
Experience with CRM systems (Improveit 360 preferred) dialers, and contact center technology
Strong analytical skills with ability to use data to drive operational decisions
Excellent leadership and coaching skills; ability to motivate and develop teams
Experience building processes, scripts, and playbooks from scratch or significantly improving existing ones
Ability to problem-solving and use critical thinking
Strong organization and multitasking skills
Ability to handle conflict in a professional and courteous manner
Excellent verbal, electronic, and written communication, and customer service skills
Work with peers and all departments for the common goals of the organization
Reliable in meeting work commitments
Must be flexible and adapt to most any situation
Ability to utilize technology devices, software and application, previous experience with Microsoft Office Suites and basic computer skills required
Ability to work onsite in Charlotte NC
Ability to travel up to 10% to Southern National field offices

Competitive compensation: $80,000 – $125,000 (salary + bonus + commission)

Medical, dental, and vision insurance

401(k) retirement plan

Full-time, stable leadership role

Opportunity to build and lead a high-performing contact center team

Work with advanced CRM, dialer, and AI automation tools

Direct impact on lead generation performance and sales growth

Southern National Roofing

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