Lead Intake & Conversion Specialist

321 the Agency • Orlando, FL

1d • Remote

About The Position

321 AIM is a performance marketing platform that generates high-intent leads for businesses in home services and related industries on a pay-per-qualified-lead basis. Clients across roofing, home services, insurance, and legal industries rely on AIM to deliver high-intent prospects who are genuinely ready to move forward. In addition to lead generation, AIM supports clients by handling early-stage lead engagement, qualification, and appointment setting to ensure clients maximize ROI. As a Lead Intake & Appointment Specialist, you will be the first point of human contact for high-intent prospects, responding quickly, confirming needs, qualifying opportunities, and securing appointments before competitors do. This role requires a warm, confident phone presence, the ability to follow a qualification script accurately, an instinct for urgency, and the discipline to log every interaction correctly. You will be trained on roofing-specific talking points, common homeowner questions, and how to handle insurance claim scenarios professionally. You will act as an extension of our clients’ businesses, communicating clearly, building trust quickly, and representing different brands professionally. Your role directly improves speed-to-lead, a critical driver of conversion and revenue for clients.

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.
• High school diploma or equivalent required.

Nice To Haves

• 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.

Responsibilities

• Monitor the lead queue and initiate outbound phone and/or text contact within minutes of a new lead being received.
• 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.
• 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.
• Accurately disposition leads that do not qualify (renters, outside service area, no damage present, etc.) per established guidelines.
• Maintain a professional, empathetic tone.
• 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.
• 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.
• 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.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED