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 — not just curious browsers. We fill the top of the funnel. Our clients close the deal. In home services, and roofing especially, the window between when a homeowner submits a request and when they book with someone is razor thin. The contractor who gets there first — with a confident, helpful voice — wins the appointment. This role is that first contact. We don’t just generate leads — we help our clients convert them into revenue. In addition to lead generation, AIM supports clients by handling early-stage lead engagement, qualification, and appointment setting. This ensures our clients maximize ROI from every lead we deliver. As a Lead Intake & Appointment Specialist at 321 AIM, you will be the first point of human contact for high-intent prospects across roofing, home services, insurance, and legal industries. Your role is critical to helping our clients win the race to the lead — responding quickly, confirming needs, qualifying opportunities, and securing appointments before competitors do. This role does not require prior roofing knowledge or marketing experience. What it requires is 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 must adapt tone/scripts per client. You will be trained on roofing-specific talking points, common homeowner questions, and how to handle insurance claim scenarios professionally. If you are reliable, personable, and thrive in a fast-paced phone environment, you will be successful here. You are not just contacting leads — you are acting as an extension of our clients’ businesses. Your ability to communicate clearly, build trust quickly, and represent different brands professionally is critical. A core part of this role is helping our clients win the race to the lead. By ensuring immediate outreach, accurate intake, and fast appointment booking, you directly improve speed-to-lead — one of the most critical drivers of conversion and revenue for our 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 — 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
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
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

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