Lead Catcher - NY and New England Based Remote

Culligan By WaterCo•City of Troy, NY

15h•Remote

About The Position

Culligan by WaterCo is hiring a Lead Catcher who must reside in New York or the New England area. The role manages inbound inquiries and outbound outreach to new, aged, and previously canceled leads, with the goal of maximizing appointment opportunities. It ensures consultations booked through AI booking assistants, online scheduling platforms, and other automated tools are validated, customers are qualified, and appointment details are confirmed. The Lead Catcher works closely with Regional Sales Coordinators and Household Sales Representatives to support smooth scheduling and sales-process transitions. The position also maintains accurate customer and lead records in Salesforce or similar systems, documenting communications, outreach, dispositions, appointment outcomes, and routing actions in real time. Success requires consistent follow-up, professionalism, responsiveness, and effective customer communication.

Requirements

1–3 years of experience in customer service, call center operations, lead management, appointment setting, sales support, or a related customer-facing role is preferred.
Proficiency in Microsoft Word and Excel.
Experience with IFS, Salesforce, or similar systems.
Strong communication and organizational skills.
Proven ability to problem-solve, prioritize tasks, and adapt in a dynamic environment.
Must reside in New York or the New England area.

Nice To Haves

High school diploma or GED.
Associate's or Bachelor's degree in Business, Operations, or a related field.
1–3 years of experience in customer service, call center operations, lead management, appointment setting, sales support, or a related customer-facing role.

Responsibilities

Manage inbound inquiries and conduct outbound outreach to new, aged, and previously canceled leads to maximize appointment opportunities.
Follow established outreach standards, communication cadences, and engagement workflows.
Own customer interactions through appointment confirmation, timely follow-up, and resolution of inquiries.
Build trust and provide a high-quality customer experience through professionalism, responsiveness, and effective communication.
Re-engage prospects with persistence, resilience, and disciplined follow-up to advance sales opportunities.
Guide customers through qualification and appointment setting while balancing customer needs with business objectives.
Validate consultations scheduled through AI booking assistants, online scheduling platforms, and other automated tools.
Confirm customer interest, appointment details, and qualification requirements before consultations.
Meet designated lead-to-appointment conversion and responsiveness targets.
Partner with Regional Sales Coordinators and Household Sales Representatives to support appointment scheduling and transitions throughout the sales process.
Assist with appointment conversion, responsiveness, and lead-management performance objectives.
Maintain comprehensive customer records in Salesforce, including scheduling details, lead dispositions, customer interactions, and engagement activities.
Document customer communications, outreach efforts, appointment outcomes, and routing actions in real time.