Department: Administration
Reports to: Operations Manager
Supports: Production Team and Office Manager and Sales Manager
Positions Under Direct Supervision: Project Managers, Installers, Subcontractors.
Company Mission Statement:
Our company is in business to improve the lives of our customers by providing the highest quality products and workmanship and creating the best possible experience for them. Our company is also in business to improve the lives of our employees by providing personal and financial growth opportunities for them and creating long-term growth, profitability and stability for our company.
Company Vision Statement:
We will strive to become a World Class Company by:
1. Consistently satisfying our customers.
2. Providing growth opportunities for our employees.
3. Encouraging employee leadership.
4. Rewarding employees for outstanding performance.
5. Being a leader in our industry.
6. Being consistently profitable.
7. Making the world a better place because our company exists.
Our Core Values
What we stand for…
-Do first rate quality work and stand behind it
-Treat others as you would want to be treated …do the right thing
-Communicate clearly
-Be fair and honest
-Seeking continual improvement
-Make a decent profit decently
Job Summary: Functional Responsibilities:
· Committed to a world class Customer Experience.
· Committed to 100% customer satisfaction.
· Committed to a WIN – WIN – WIN outcome.
· Committed to following proven processes and training that drive success.
· Safety Management
o Toolbox talks with install team to promote a safety mindset.o Safety meetings for job sites.o Specific safety training classeso Immediately reports safety or injury incidents.
· Customer Experience Management
o 100% responsible for the customer’s Experience and satisfaction.o Jobsite inspections to inspect what is expected from our installation teams.o Preconstruction meetings to ensure that the “Right” job will be installed.o Conflict resolution
· Contract Review Management
o Production firewall§ Reject any job without proper pricing, paperwork, scope or unrealistic expectations· Works with the sales manager to ensure issues don’t recuro Field measure firewallo Ensuring work orders can be followed WITHOUT interpretation, mind reading, continual reminding or babysitting.o Creates the material lists to be ordered.
· Scheduling Management
o PLANS TODAY FOR THE FUTURE.o PROACTIVE AND NOT REACTIVE.o Put the right crew on the right job to ensure profitability and 100% customer satisfaction.
· Production Personnel, Subcontractor and equipment Management
o Proactive Hiring, Training and development field personnel.o Develops and coordinates training program for field personnelo Ensures subcontractors have been trained in the proper installation and customer service standards of Lehigh Gap Exteriors and the manufacturer.o Ensure the Physical and Mental well being of those on your team. Life is hard and sometimes people need a coach to make them better both physically and mentally.o Ensure all equipment is good condition and ready for use. Plan for additional needs.
· Job Quality and Productivity
o Responsible for the quality and productivity of the Production department.o Entering all work into CRM§ All paperwork, drawings, quotes, orders, pictures, notes, meetings, calls etc….o Responsible for install efficiency.o Establishes and maintains production standards.o Assures that the attitude and appearance of the production personnel, vehicles and equipment are maintained at a high level.o Assures that the job site is maintained and cleaned up each day and upon completion.
· Job Profitability & Collections
o AWO’so Inventory managemento Job Costingo Measures the crew’s performance against established quality and production standardso Assures that the Field Supervisor inspects the job and collects payment· P&L Managemento Help create yearly installed revenue budgets and work to achieve themo Forecast labor and equipment needs before you need them so you can acquire them.o Manage job costs and overheado Seek and find efficiencies to improve profitabilityQualifications:
Provide World Class service to customers by providing the best communication, labor & materialsGeneral Knowledge of residential home construction.Resolving complaints before they start or immediately once noticedHigh school diploma or equivalent (associate or bachelor’s degree preferred).Previous customer service experience is a plus.Strong verbal and written communication skills.Ability to work well in a team environment.Excellent problem-solving and conflict resolution skills.Ability to multitask and manage time effectively.Passion for helping others learn, grow and succeed.Proficiency with Microsoft Office and CRM software (e.g., Salesforce, Zendesk) preferred.Positive attitude and a genuine desire to assist customers.
Work Environment:
Office work, Driving, jobsites. Weekdays and weekends if needed.
Compensation:
salary plus BonusPaid Health, 401k with 4% safe harbor match.Bonus Plan:DAP “Done and Paid”Work installed Revenue against budgetBeat The BudgetGross Profit %FTT “First Time Through” rateCustomer Satisfaction
What a Good Job Looks Like:
· Committed to a world class Customer Experience.
· Committed to 100% customer satisfaction.
· Committed to a WIN – WIN – WIN outcome.
· Committed to following proven processes and training that drive success.
· Clean, Neat and Organized workspace [physical and digital].
· Keep bad jobs out of the system.
· Constant customer communication even if it seems like over communication.
· Keep projects within budget and complete on time.
· Meet production revenue goals.
· Zero defects in workmanship and materials on every job.
· Match the right crew for the right job every time.
· Ensure proper materials are ordered
· Production Firewall, Field Firewall & Field measurements done withing 72hrs of sale.
· Materials ordered within 7 days of sale.
· Install date communicated with customer within 10 days of sale.
· Ensure installers can understand scope of work WITHOUT ANY INTERPRETATION OR GUESSING.
· CRM is updated with all communications, meetings, notes, Paperwork, Drawings, orders, quotes and milestones as they are made or received.
· The installation team morale is up, customer focused and dressed accordingly.
· Trucks, equipment and warehouses are clean, neat, orderly and ready for work.
· Production is assisting in jobsite marketing on every job.
· 100% jobsite cleanliness and cleanup.
· 100% complete installer paperwork and deliverables.
· 100% CRM job completion when job is finished.
· Materials are returned the same day or on the next truck.
· Stock inventory is full for the next 2 weeks of upcoming jobs.
Key Performance Indicators {KPI’s}
· Responsible for the below KPI’s
o Work installed Revenue against budget§ This is the $ installed over a given period regardless of if they are paido Gross Profit % [GP%]§ This is the total profit remaining after materials, labor and commission are deducted.o First Time Through [FTT]§ The number of jobs that were completed correctly and completely during a period is divided by the total number of jobs in that period.o Customer Satisfaction:§ This will be measured by a customer survey. Scored 1-10Company DescriptionWe are a family owned and operated company that has a Win-Win-Win Philosophy.
Company Mission Statement:
Our company is in business to improve the lives of our customers by providing the highest quality products and workmanship and creating the best possible experience for them. Our company is also in business to improve the lives of our employees by providing personal and financial growth opportunities for them and creating long-term growth, profitability and stability for our company.
Company Vision Statement:
We will strive to become a World Class Company by:
1. Consistently satisfying our customers.
2. Providing growth opportunities for our employees.
3. Encouraging employee leadership.
4. Rewarding employees for outstanding performance.
5. Being a leader in our industry.
6. Being consistently profitable.
7. Making the world a better place because our company exists.
Our Core Values
What we stand for...
-Do first rate quality work and stand behind it
-Treat others as you would want to be treated ...do the right thing
-Communicate clearly
-Be fair and honest
-Seeking continual improvement
-Make a decent profit decently
Call Center Sales Representative (Appointment Setter)
Lehigh Gap Exteriors — Walnutport, PA
Full-Time | Weekdays | Performance-Based Compensation
Read This First
This is not a traditional “customer service” job.
This is a revenue-driving position.
At Lehigh Gap Exteriors, our call center fills the airplane seats — meaning we fill our sales representatives’ calendars with qualified, committed homeowners.
If you:
enjoy competitionlike tracking your numbersmove fastand can confidently guide conversationsYou will thrive here.
If you:
dislike being measuredavoid asking for commitmentor prefer inbound support onlyThis role will frustrate you.
What This Role Actually Does
You are responsible for:
Converting inbound leads into confirmed sales appointmentsRehashing past demos that did not sellNurturing cold and aging leadsMaking outbound callsSelling the value of meeting with our sales teamThe sales process starts with you.
You are not just booking time slots.
You are selling the appointment.
What Success Looks Like
A top performer in this role:
Responds to new leads in seconds, not minutesPicks up the phone before the second ringMaintains a 90%+ answer rateConfirms appointments with all decision-makers presentFollows up relentlessly on missed callsTracks every interaction in the CRMUses AI and automation tools intelligentlyHits and exceeds daily set-rate targetsYou understand that:
Speed to lead = revenue.
Behavioral Expectations
1. You Sell Commitment
You don’t ask:
“Would you like to schedule?”
You confidently guide:
“Let’s get you scheduled so we can solve this.”
You secure:
homeowner verificationdecision-maker attendancetime commitmentalignment of needsWithout those four commitments, the sales team loses.
2. You Thrive on Metrics
You will track:
Speed to LeadContact RateSet RateCancel RateDemo RateRehash RevenueOutbound Call VolumeIf seeing your numbers daily motivates you — you belong here.
If it stresses you out — this is not the right role.
3. You Can Handle Objections Calmly
Homeowners will:
hesitatedelaycomparequestionYou listen with empathy.
You use pain/pleasure framing.
You build urgency.
You remain human — not robotic.
4. You Follow Systems
We provide:
scriptsautomationCRM trackingAI toolsstructured follow-up systemsYou must execute them consistently.
High performers improve the system — but they follow it first.
Daily Responsibilities
Answer inbound calls, forms, chats immediatelyTrack lead sources accuratelySet appointments within 24–48 hours whenever possibleSend pre-approach materials after bookingConfirm next-day appointmentsRehash no-salesNurture aging leadsMake outbound cold callsCollaborate with marketing and salesYou are the bridge between marketing and revenue.
Compensation
$25/hour basePaid health insurance401k with 4% match$20 per set appointment1% Commission on Rehash apappointments that sellHigh performers earn significantly more through performance incentives.
You Will Do Well If You:
Speak confidently on the phoneThink fastAre competitiveLike winningFollow up without being remindedAre comfortable asking direct questionsStay positive under rejection
You Will Struggle If You:
Avoid objection handlingPrefer email over phoneDislike metricsFeel uncomfortable asking for commitmentTake rejection personallyCompany DescriptionWe are a family owned and operated company that has a Win-Win-Win Philosophy.Department: Production
Reports to: Operations Manager
Supports: Production Team and Office Manager and Sales Manager
Positions Under Direct Supervision: Installers, Subcontractors.
Company Mission Statement:
Our company is in business to improve the lives of our customers by providing the highest quality products and workmanship and creating the best possible experience for them. Our company is also in business to improve the lives of our employees by providing personal and financial growth opportunities for them and creating long-term growth, profitability and stability for our company.
Company Vision Statement:
We will strive to become a World Class Company by:
1. Consistently satisfying our customers.
2. Providing growth opportunities for our employees.
3. Encouraging employee leadership.
4. Rewarding employees for outstanding performance.
5. Being a leader in our industry.
6. Being consistently profitable.
7. Making the world a better place because our company exists.
Our Core Values
What we stand for...
-Do first rate quality work and stand behind it
-Treat others as you would want to be treated ...do the right thing
-Communicate clearly
-Be fair and honest
-Seeking continual improvement
-Make a decent profit decently
Project Manager / Production Manager – Residential Exterior Construction
Lehigh Gap Exteriors — Walnutport, PA
First — Read This Carefully
--This is not a desk job.
--This is not a superintendent role.
--This is not a “put out fires” job.
--This position is for someone who takes ownership of results.
At Lehigh Gap Exteriors, a Project Manager is responsible for:
customer experiencesubcontractor performancejob profitabilityand installation qualityYou will not be judged on how busy you are. You will be judged on:
whether jobs go smoothlywhether customers are happywhether crews are preparedand whether jobs finish clean and paid.If you prefer reacting to problems instead of preventing them, this will be a frustrating job.
If you naturally plan ahead, hold people accountable, and fix broken processes — you will thrive here.
What Success Looks Like (Behavior Expectations)
A successful Project Manager here naturally:
--Plans Before the Job Exists
--You believe installation day is for execution, not figuring things out.
--You review contracts, measurements, materials, scope, and logistics before crews ever arrive.
--You catch missing details early.
--You push back on incomplete jobs instead of “making it work.”
--You are uncomfortable sending a crew to a job you wouldn’t personally work on.
2. Prevents Problems Instead of Solving Them
You don’t wait for callbacks You:
verify measurementsconfirm materialsreview scope with installersidentify risks ahead of timeWhen something goes wrong, your first question is not “who messed up?”
It is “what process allowed this?”
3. Holds People Accountable (Without Drama)
You can have direct conversations. You:
correct installerscoach subcontractorsaddress quality issues immediatelyand document everythingYou don’t ignore problems hoping they fix themselves.
You believe clear expectations are respectful.
4. Treats Customer Experience as a Production Metric
You understand that:
--A technically correct job that frustrates a homeowner is still a failed job.
--You communicate proactively, not reactively.
--You return calls.
--You keep homeowners informed.
--You make customers feel safe during the project.
5. Owns Financial Outcomes
You are not just managing construction.
You are managing a business process.
You track:
job budgetschange ordersmaterial usagecompletion statusand collectionsA completed job is not finished until it is closed, documented, and paid.
Daily Operating Reality
You will:
inspect jobsites review every project before installationmanage multiple crews and subcontractorsverify materials and scoperesolve warranty issues quicklydocument all communication and project filesensure jobs finish clean and completeand coordinate with sales and office staffEvery day you will prioritize preparation, communication, and follow-through
Project manager Daily tasks
.You Will Do Well In This Role If You:
naturally organize chaosnotice missing details others ignoreare comfortable enforcing standardsdislike unfinished tasksfollow up without being remindedtake ownership when problems occurthink in checklists and processesprefer systems over improvisationYou Will Struggle If You:
avoid difficult conversationsrely on memory instead of documentation“figure it out on site”hate paperworkwait to be told what to doblame other departments for problemsfocus only on construction instead of experienceExperience (Important — but Secondary to Behavior)
Helpful background:
residential remodelingroofing, siding, windows, or exterior constructionsuperintendent or foreman leadershipsubcontractor coordinationproject schedulingBut we will hire a strong operator over a long resume.
Compensation & Growth
Salary + performance incentivesAdvancement tied to performance and leadershipLong-term stability with a growing companyTraining and development providedPerformance is measured by:
customer satisfactionjob qualityefficiencyand profitabilityCompany DescriptionWe are a family owned and operated company that has a Win-Win-Win Philosophy.
