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Rehash and Cancellation Specialist contacts homeowners who declined or canceled pool service projects, identifies concerns, presents approved offers, and closes or saves sales. The role requires rapid follow-up, objection handling, conflict resolution, accurate CRM documentation, and coordination with field sales and operations teams. Success depends on phone-based selling, persistence, empathy, urgency, and maintaining organized records for scheduling and commissions.

Own the company-wide business systems stack, including Salesforce CRM, in-home sales, project management, integrations, data governance, market launches, and AI standards. Lead system configuration, integration reliability, reporting integrity, intake prioritization, and cross-functional governance. Manage and expand the systems team, select and implement platforms across markets, establish shared data definitions, and ensure systems scale with geographic and brand expansion.

Leads multi-location field operations, managing field managers, project managers, crews, schedules, budgets, materials, and logistics. Ensures safe, timely, quality project delivery while monitoring performance metrics and implementing process improvements. Partners with regional leadership and HR, Finance, and Supply Chain teams on staffing, budgeting, and planning. Develops operational leaders, supports business-unit integration, and drives customer satisfaction, profitability, and operational excellence across outdoor services.

Handles inbound and outbound homeowner inquiries, qualifies service opportunities, schedules in-home consultations, follows up with leads, confirms appointments, answers basic service questions, and documents interactions in CRM systems. The role focuses on building rapport, delivering a positive customer experience, meeting call and appointment performance metrics, and coordinating smooth handoffs to the sales team.

Performs job-level costing, profitability and margin analysis, pricing model maintenance, and operational financial analysis. Owns the LEAP/SalesPro pricing tool, validates data across systems, updates cost assumptions, reconciles job costs, and partners with finance, accounting, operations, and estimating teams. Provides actionable insights, executive-ready reporting, ad hoc analysis, and pricing recommendations to improve profitability.