Lead Intake & Conversion Specialist

This is a fully remote position, open to applicants in Florida.

📋 Description

• Oversee the lead queue and promptly initiate outbound phone or text contact within minutes of receiving a new lead — the speed of first contact is your primary daily metric.

• Adhere to established outreach scripts designed for roofing and home services prospects, including inquiries about storm damage, insurance claims, and general inspection requests.

• Implement multi-touch follow-up sequences for leads that do not respond on the first attempt, including scheduled callbacks and text outreach according to client protocols.

• Maintain a sense of urgency throughout your shift, as homeowners seeking roofing services often reach out to multiple contractors simultaneously.

• Conduct concise, structured screening calls to verify homeowner information, confirm interest, and assess eligibility based on client-specific qualification criteria.

• Utilize roofing-related qualification questions, which may encompass: property ownership, age or condition of the roof, suspicion of recent storm or hail damage, current insurance coverage, and desired service timeline.

• Identify leads with active insurance claims and appropriately route or flag them according to client instructions — this scenario is common in roofing and will be addressed in training.

• Accurately assess leads that do not qualify (such as renters, outside service areas, or no visible damage) according to established guidelines without excessively disqualifying viable prospects.

• Maintain a professional and empathetic tone — many homeowners contacting about storm damage are under stress; your calm and supportive approach sets the tone for the client relationship.

• Schedule qualified inspection or estimate appointments directly on contractor calendars using provided scheduling tools, ensuring accurate address, contact, and availability information.

• Confirm appointment details with the homeowner before concluding the call and send required confirmation communications.

• Collaborate with client dispatch or intake teams as necessary for same-day or urgent inspection requests, which are prevalent following significant weather events.

• Follow up on no-shows and cancellations per client protocol and attempt to reschedule when appropriate.

• Record every lead interaction, disposition, and outcome accurately and promptly in AIM's CRM and tracking systems.

• Maintain clean, consistent records to ensure reliable reporting on contact rates, appointment rates, and lead quality.

• Alert your supervisor to patterns in lead quality, geographic clusters, or post-storm volume surges — this information is valuable for client management.

• Meet or surpass daily and weekly activity and conversion benchmarks set by AIM leadership.

• Assist in onboarding new clients by understanding their services, availability, and qualification criteria.

• Learn and adapt to various client workflows.

• Provide feedback on lead quality and conversion challenges.

• Coordinate with clients regarding scheduling preferences and updates.

⛳️ Requirements

• A clear, warm, and professional phone presence — you can quickly establish rapport with homeowners and ensure they feel heard.

• Strong communication skills: you accurately follow a script while still maintaining a conversational tone, not sounding robotic.

• A genuine sense of urgency — you understand that the quickest responder wins, and you operate with that mindset.

• Capability to handle objections and steer conversations towards booking.

• Comfort in asking for commitment (booking the appointment).

• Ability to balance adherence to the script with a natural conversation flow.

• Adaptability, coachability, and an ownership mindset.

• High attention to detail: you accurately capture homeowner information, consistently follow qualification criteria, and never skip CRM entries.

• Basic computer proficiency: able to navigate CRM tools, calendar scheduling software, and communication platforms simultaneously.

• Reliability and consistency: you arrive on time, follow through on follow-ups, and achieve your daily targets.

• A calm, empathetic demeanor — roofing leads often involve stressed homeowners dealing with storm damage or insurance claims; patience and professionalism are essential.

• Previous experience in customer service, call center, reception, or inbound/outbound phone roles is advantageous but not mandatory.

• Familiarity with home services, construction, roofing, or insurance claim processes is beneficial but not required; comprehensive training will be provided.

• High school diploma or equivalent is required.

🏝️ Benefits

• 100% remote work environment.

• Consistent, structured schedule with clear daily expectations.

• Paid time off plus company-observed holidays.

• Health, dental, and vision benefits.

• Paid training and onboarding — roofing and home services knowledge provided; no prior industry experience is necessary.

• Performance bonus structure with substantial earning potential, including storm-season volume incentives.

• A team that values speed, reliability, and professionalism in every homeowner interaction.