Lead Response Specialist / Appointment Coordinator (Restoration)

Job Summary:

We are seeking a Lead Response Specialist / Appointment Coordinator to join our team. The ideal candidate will be highly organized, proactive, and able to respond quickly to incoming leads. You will be responsible for engaging with potential customers within minutes of receiving inquiries, setting up appointments, and providing general administrative support to the restoration team. Your prompt responses and attention to detail will play a key role in converting leads into scheduled appointments and ensuring smooth operational workflow.

Key Responsibilities:

· Lead Response & Customer Engagement:

· Respond to incoming leads (phone, email, online forms) within minutes of submission.

· Qualify leads by gathering key information about the customer’s restoration needs (water damage, mold, fire damage, etc.).

· Engage with potential customers in a friendly, professional manner to provide information about our services.

· Schedule and coordinate appointments for assessments, consultations, or emergency services.

Appointment Scheduling & Coordination:

· Schedule appointments for the restoration team based on customer availability and urgency of the situation.

· Confirm and reschedule appointments as needed, ensuring seamless communication with both customers and technicians.

· Keep track of appointments and ensure that the team has all necessary details ahead of time.

Administrative Support:

· Maintain accurate customer records and lead tracking in CRM or other database systems.

· Input and update lead information, job progress, and customer communication history.

· Assist in preparing quotes, proposals, and documentation for restoration projects.

· Handle general office duties, such as filing, data entry, and document management.

Customer Follow-Up:

· Follow up with potential customers who have not yet booked services to ensure satisfaction with initial inquiries.

· Send reminders for upcoming appointments and ensure customers have all necessary information before technician visits.

Collaboration & Communication:

· Collaborate with the sales, marketing, and operations teams to ensure smooth transitions between lead generation, booking, and service delivery.

· Provide the team with lead status updates and any important customer details.

· Maintain open and timely communication with customers throughout the process, ensuring excellent customer service.

Reporting & Performance Tracking:

· Track lead conversion rates and identify areas for improvement.

· Assist in analyzing lead sources and effectiveness to optimize lead management strategies.

· Qualifications:

· Proven experience in customer service, lead response, or administrative roles, preferably in the restoration or construction industry.

· Strong phone, email, and online communication skills.

· Proficiency with CRM systems, scheduling software, and Microsoft Office Suite (Excel, Word, Outlook).

· Ability to handle a high volume of leads quickly and efficiently, responding within minutes.

· Strong organizational skills and attention to detail.

· Ability to manage time effectively, prioritize tasks, and meet deadlines.

· Excellent problem-solving and customer service skills.

· Professional, friendly, and approachable demeanor.

Preferred Skills:

· Previous experience in the restoration, construction, or home services industry.

· Knowledge of water, fire, or mold restoration services is a plus.

· Experience with appointment scheduling or dispatching.

Physical Requirements:

· Ability to sit for extended periods while working at a desk.

· Comfortable handling office equipment, such as phones, computers, and printers.

Compensation:

$15/ hour on 1099

This role is crucial for maintaining strong customer relationships and ensuring efficient operations at our restoration company. If you're a highly responsive individual with a passion for customer service and administrative support, we’d love to hear from you!

Job Types: Full-time, Contract

Pay: $15.00 - $17.00 per hour

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Morning shift
• Weekends as needed

Work Location: Hybrid remote in Needham Heights, MA 02494

Salary : $15 - $17