[Hiring] Lead Intake & Conversion Specialist @321 the Agency

Role Description

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
• 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.

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.

Qualifications

• A clear, warm, and professional phone presence
• Strong communication skills
• A genuine sense of urgency
• Ability to handle objections and guide conversations toward booking
• Comfortable asking for commitment
• Ability to balance script adherence with natural conversation
• Adaptability, coachability, ownership mindset
• High attention to detail
• Basic computer proficiency
• Reliability and consistency
• A calm, empathetic demeanor
• Prior experience in customer service, call center, reception, or inbound/outbound phone roles is a plus
• Familiarity with home services, construction, roofing, or insurance claim processes is helpful but not expected
• High school diploma or equivalent required

Requirements

• 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
• Execute multi-touch follow-up sequences for leads that do not answer on first attempt
• Conduct brief, structured screening calls to verify homeowner information
• Apply roofing-relevant qualification questions
• Identify leads involving active insurance claims and route or flag them appropriately
• Accurately disposition leads that do not qualify per established guidelines
• Schedule qualified inspection or estimate appointments directly on contractor calendars
• Confirm appointment details with the homeowner before ending the call
• Log every lead interaction, disposition, and outcome accurately and promptly in AIM's CRM and tracking systems
• Assist in onboarding new clients

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
• Performance bonus structure with real earning upside
• A team that values speed, reliability, and professionalism