Lead Management & Customer Support Specialist (L)

Position: Lead Management & Customer Support Specialist (Home Services)
Industry: HVAC, Electrical, Plumbing & Construction
Location: Remote | Full-Time 

We are a fast-growing multi-trade home services company seeking a highly responsive and customer-focused Lead Management & Customer Support Specialist to support our growing operations.

This role is critical in helping us maintain fast response times, improve lead conversion, and reduce operational overload as our business continues to scale.

Key Responsibilities:

Lead Management & Customer Response (Primary Focus)

• Monitor and respond to incoming web form leads quickly
• Handle inbound and outbound calls professionally
• Respond to Facebook messages, comments, and customer inquiries
• Perform lead nurturing and follow-up sequences
• Book appointments and update scheduling systems
• Maintain rapid speed-to-lead response times (goal: within 5 minutes when possible)

Administrative & Operational Support

• Enter and update customer information inside ServiceTitan CRM
• Manage calendars and appointment coordination
• Assist with filing customer rebates and warranties
• Support data entry and administrative workflows
• Maintain accurate records and communication logs

Customer Service & Communication

• Provide professional and friendly customer interactions
• Represent the company confidently over the phone and through messaging
• Ensure customers feel supported and informed throughout the process

Long-Term Growth Support (Future Expansion)
Potential additional responsibilities may include:

• Marketing support
• Organic social media posting
• Google Business Profile updates
• Email campaigns
• Website/blog updates
• SEO/AEO support
• Customer follow-up and retention initiatives

Requirements:

• Strong English verbal and written communication skills
• Professional phone presence with minimal accent preferred
• Experience with inbound/outbound calls and appointment setting
• Ability to multitask across multiple communication channels
• Strong responsiveness and organizational skills
• Comfortable working in fast-paced environments
• Experience with ServiceTitan or similar CRM systems is a plus
• Familiarity with VoIP systems and Google Calendar preferred
• HVAC or home services industry experience strongly preferred
• Understanding of service scheduling and trades-related customer interactions is a major advantage

What We're Looking For:

• Reliable, proactive, and independent
• Coachable and adaptable
• Strong sense of urgency and follow-through
• Someone who can reduce operational pressure and help leadership focus on growth
• Long-term team player who can integrate into company culture

Performance Expectations:

Success in this role will be measured through:

• Booking rates
• Lead response times
• Conversion performance
• Daily productivity
• Revenue impact from lead handling