Inside Sales – Previous Customer Outreach Specialist

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 hiring a full-time Inside Sales – Previous Customer Outreach Specialist to generate repeat business and referrals through our Family & Friends program. You’ll connect with homeowners who have already purchased from Joyce, uncover their next home improvement needs, and turn those conversations into qualified in-home appointments.

This role requires a consultative sales approach and strong relationship-building skills. We’re looking for someone who can ask thoughtful questions, recognize buying opportunities, communicate value, address hesitation, and confidently ask for the appointment or referral while protecting the trust our customers have placed in Joyce.

Compensation

This position offers an hourly base rate plus commission and performance incentives.

·         $17 per hour base rate

·         Monthly bonuses for previous-customer and referral appointments you set that run

·         Average total earnings of $25–$30 per hour based on performance

What You’ll Do

·         Proactively call previous customers using assigned lists and approved scripts to generate repeat business and referrals while building rapport and strengthening long-term customer relationships

·         Use consultative questions to uncover home improvement needs across our product lines, including windows, sunrooms, baths, and doors

·         Explain the value of Joyce’s products and services, address objections, and secure qualified in-home appointments

·         Ask for referrals, explain our Referral Rewards Program, and accurately record referral information

·         Conduct outreach through text and email campaigns and follow up with customers responding to email, text, direct mail, and event campaigns

·         Handle service and warranty calls from previous customers, ask questions to understand the concern, and troubleshoot basic needs using company guidance

·         Make invitation and RSVP calls for showroom and customer appreciation events

·         Record every call, outcome, appointment, and follow-up note in the CRM the same day

·         Meet established daily activity and appointment goals

You’ll Be a Good Fit If You Have

·         Previous success in inside sales, outbound sales, customer re-engagement, or another role focused on generating business through customer conversations

·         Strong consultative sales and persuasion skills, including uncovering needs, communicating value, and handling objections

·         Confidence asking for appointments and referrals and guiding conversations toward a clear next step

·         A goal-oriented mindset, persistence, and ownership of your results

·         A warm, confident phone presence, strong listening skills, and sound judgment

·         The ability to balance sales goals with a thoughtful, respectful customer experience

·         Strong organization, accurate CRM data entry, and consistent follow-through

·         A coachable attitude and the ability to work independently while collaborating with other teams

·         Strong problem-solving skills to troubleshoot basic service and warranty needs and recognize when escalation is appropriate

·         Clear written communication skills for professional text and email outreach

Experience with previous-customer outreach, referral programs, or home improvement sales is especially helpful. Call center or appointment-setting experience with demonstrated sales results is also valuable.

Benefits

·         Health, Dental, and Vision Insurance

·         401(k) with a 25% uncapped company match

·         Paid vacation

·         Paid training and ongoing coaching

·         Employee discounts on home improvement services

·         Employee Referral Bonus Program

Why Joyce

·         Over 71 years of proven success as a third-generation, family-owned and operated company

·         High-quality, American-made products

·         An established customer base and dedicated Family & Friends marketing support

·         A team-oriented environment focused on growth and long-term success

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