Lead Intake & Conversion Specialist
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Job Description
Lead Intake & Appointment Specialist for 321 AIM, initiating contacts with high-intent roofing leads. Ensuring fast outreach, qualifying opportunities, and securing appointments for clients.
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
- 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
- Assist in onboarding new clients (understanding their service, availability, qualification criteria)
- Learn and adapt to different client workflows
- Communicate feedback on lead quality and conversion issues
- Coordinate with clients on scheduling preferences and updates
Requirements:
- A clear, warm, and professional phone presence — you can quickly build rapport with homeowners and make them feel heard
- Strong communication skills: you follow a script accurately while still sounding like a real person, not a robot
- A genuine sense of urgency — you understand that the fastest responder wins, and you operate accordingly
- Ability to handle objections and guide conversations toward booking
- Comfortable asking for commitment (booking the appointment)
- Ability to balance script adherence with natural conversation
- Adaptability, coachability, ownership mindset
- High attention to detail: you capture homeowner information correctly, follow qualification criteria consistently, and never skip the CRM entry
- Basic computer proficiency: able to navigate CRM tools, calendar scheduling software, and communication platforms simultaneously
- Reliability and consistency: you show up on time, you follow through on follow-ups, and you hit your daily targets
- A calm, empathetic demeanor — roofing leads frequently involve stressed homeowners dealing with storm damage or insurance claims; patience and professionalism matter
- 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
- High school diploma or equivalent required
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
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