Lead Intake & Conversion Specialist

Role Overview

• 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
• 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