Lead Intake & Conversion Specialist

About the position

321 AIM is a performance marketing platform that generates high-intent leads for businesses in home services and related industries — on a pay-per-qualified-lead basis. Clients across roofing, home services, insurance, and legal industries rely on AIM to deliver high-intent prospects who are genuinely ready to move forward — not just curious browsers. We fill the top of the funnel. Our clients close the deal. In home services, and roofing especially, the window between when a homeowner submits a request and when they book with someone is razor thin. The contractor who gets there first — with a confident, helpful voice — wins the appointment. This role is that first contact. We don’t just generate leads — we help our clients convert them into revenue. In addition to lead generation, AIM supports clients by handling early-stage lead engagement, qualification, and appointment setting. This ensures our clients maximize ROI from every lead we deliver. 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; and 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. You are not just contacting leads — you are acting as an extension of our clients’ businesses. Your ability to communicate clearly, build trust quickly, and represent different brands professionally is critical. 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.

Responsibilities
• 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
• Guide hesitant leads to book
• Position urgency (especially for insurance/home services)
• 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
• Meet or exceed daily and weekly activity and conversion benchmarks as established by AIM leadership
• 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
• High school diploma or equivalent required

Nice-to-haves
• 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

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

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