Customer Lead Coordinator

Company Overview:
Turning Point Agencies is a boutique lead generation company specializing in connecting homeowners with top-tier contractors for their home improvement needs. We collaborate with a diverse range of contractors, including those specializing in concrete installation, landscape construction, excavation, and more. Our commitment is to deliver high-quality leads that convert into valuable business opportunities for our contractor partners.

Position Overview:
We are seeking a motivated and organized individual to join our team as a Customer Lead Coordinator. In this critical role, you will be the primary liaison between homeowners and our on-trial contractors, who are evaluating our lead generation services. Your primary focus will be to handle inbound inquiries from homeowners seeking home improvement services and efficiently manage leads through the trial phase conversion process. This involves gathering essential project details, assessing the suitability of our on-trial contractors for the homeowner’s needs, and ensuring seamless coordination between all parties involved. Your contributions will play a pivotal role in demonstrating the effectiveness of our lead generation services to our on-trial contractors and fostering long-term partnerships. This communication will primarily be phone-based, as well as some email, so strong English communication is essential.

Requirement: Availability During North American Daylight Hours
You’ll need to be available during North American daytime hours to effectively communicate with homeowners and contractors in these time zones.

Key Responsibilities:
Respond promptly to inbound inquiries from homeowners seeking home improvement services.
Gather relevant details about the homeowner’s project, including scope, timeline, and budget.
Assess the compatibility of the homeowner’s needs with the services offered by our on-trial contractors.
Conduct basic evaluations of the sales potential represented by each lead.
Schedule follow-up appointments and transfer calls to on-trial contractors as necessary.
Ensure that on-site visits are scheduled promptly and accurately.
Follow up with homeowners to confirm contractor attendance at on-site meetings.
Maintain accurate records of all interactions and lead progress in our CRM system.
Collaborate closely with the sales and admin teams to optimize lead conversion rates.

Qualifications:
Excellent English communication skills, both verbal and written.
Strong interpersonal skills with the ability to build rapport quickly.
Highly organized with meticulous attention to detail.
Ability to multitask and prioritize in a fast-paced environment.
Previous experience in customer service or sales support preferred.
Familiarity with CRM software is a plus.
Knowledge of the home improvement industry is advantageous but not required.

Performance Metrics:
Lead Conversion Rate: Measure the percentage of inbound leads successfully converted into scheduled on-site meetings with on-trial contractors. A higher conversion rate indicates effective lead management and qualification.
Lead Response Time: Track the average time taken to respond to inbound inquiries from homeowners. A shorter response time correlates with improved customer satisfaction and higher conversion rates.
Contractor Satisfaction: Solicit feedback from on-trial contractors regarding the quality and relevance of leads provided. A high satisfaction rating indicates that leads are well-qualified and aligned with contractor capabilities, leading to increased contractor retention and partnership success.

Application Process:
If you are passionate about delivering exceptional customer service and thrive in a dynamic, collaborative environment, we invite you to apply for the Customer Lead Coordinator position. Please submit your resume and a cover letter outlining your qualifications and interest in the role to Click to view. We look forward to reviewing your application! Be sure to include the keyword CLC01 in the subject line of your email to be considered for this position.