2 months ago
Lead Intake & Conversion Specialist
321 the Agency
Orlando, FL (Remote)Full time
Marketing jobs
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Lead Intake & Conversion Specialist
Orlando, FL (Remote)
Salary Not AvailableMid LevelFull time
Posted 2 months ago
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Job Summary
Own a fast-paced, high-velocity lead qualification and appointment-setting workflow for storm-damage roofing leads, converting urgent homeowner inquiries into qualified inspections through rapid outreach, scripted screening, and precise CRM capture.
- Speed-to-contact: initiate calls/texts within minutes of new leads and pursue multi-touch follow-ups to keep prospects engaged.
- Qualification and routing: apply client-specific questions, flag insurance-related leads, and schedule on calendars with accurate details.
- Data discipline: disposition interactions, track outcomes, and surface lead quality patterns to support storm-response operations.
Job Description
Responsibilities
- Monitor the lead queue and initiate outbound phone and/or text contact within minutes of a new lead being received — speed to first contact is your most important daily metric
- Follow established outreach scripts tailored to roofing and home services prospects, including storm damage inquiries, insurance claim leads, and general inspection requests
- Execute multi-touch follow-up sequences for leads that do not answer on first attempt, including scheduled callbacks and text outreach per client protocol
- Maintain a sense of urgency throughout your shift — homeowners in active need of roofing services are often contacting multiple contractors simultaneously
- Conduct brief, structured screening calls to verify homeowner information, confirm interest, and assess eligibility using client-specific qualification criteria
- Apply roofing-relevant qualification questions, which may include: property ownership, roof age or condition, whether recent storm or hail damage is suspected, current insurance coverage, and desired timeline for service
- Identify leads involving active insurance claims and route or flag them appropriately per client instructions — this is a common scenario in roofing and will be covered in training
- Accurately disposition leads that do not qualify (renters, outside service area, no damage present, etc.) per established guidelines without over-disqualifying viable prospects
- Maintain a professional, empathetic tone — many homeowners calling about storm damage are stressed; your calm, helpful approach sets the tone for the client relationship
- Schedule qualified inspection or estimate appointments directly on contractor calendars using provided scheduling tools, confirming accurate address, contact, and availability information
- Confirm appointment details with the homeowner before ending the call and send confirmation communications as required
- Coordinate with client dispatch or intake teams as needed for same-day or urgent inspection requests, which are common following major weather events
- Follow up on no-shows and cancellations per client protocol and attempt to reschedule where appropriate
- Overcome basic objections
- Guide hesitant leads to book
- Position urgency (especially for insurance/home services)
- Log every lead interaction, disposition, and outcome accurately and promptly in AIM's CRM and tracking systems
- Maintain clean, consistent records so that reporting on contact rates, appointment rates, and lead quality is always reliable
- Flag patterns in lead quality, geographic clusters, or post-storm volume surges to your supervisor — this information is operationally valuable for client management
- Meet or exceed daily and weekly activity and conversion benchmarks as established by AIM leadership
Requirements
- High school diploma or equivalent required
- Ability to follow qualification scripts accurately and maintain CRM entries
- Comfort with a fast-paced phone environment and logging interactions in CRM
- Basic computer proficiency with CRM tools, calendar scheduling software, and communication platforms
Preferred
- Prior experience in customer service, call center, reception, or inbound/outbound phone roles is a plus — but not required
- Familiarity with home services, construction, roofing, or insurance claim processes is helpful but not expected; full training will be provided
Benefits
- 100% remote work environment
- Consistent, structured schedule with clear daily expectations
- Paid time off + company-observed holidays
- Health, dental, and vision benefits
- Paid training and onboarding — roofing and home services knowledge provided; no prior industry experience required
- Performance bonus structure with real earning upside, including storm-season volume incentives
- A team that values speed, reliability, and treating every homeowner interaction with professionalism
321 the Agency
321 is a brand and social agency committed to crafting legacies—not just brands—with the belief that a brand’s impact is measured in the conversations it sparks, the communities it builds, and the imprint it leaves behind.
Traffic Signals
Monthly Visitors
2.1K
Traffic Source Mix
Search
30.2%
Direct
46.2%
Referral
5.8%
Social
16.4%
Paid
1.4%
Headcount Trend
Current headcount: ~58
Marketing Team
Marketing Team Size
9 (16% of company)
Median Career Experience
11 years
Median Tenure
7.4 years
