Customer Support & Lead Coordinator - Remote Eligible

Customer Support & Lead Coordinator

We are a growing home services company specializing in paver sealing, restoration, and protection across Southwest Florida. Known for quality work and strong customer communication, the team focuses on delivering a seamless experience from first contact to project completion while continuing to scale operations.

We're looking for a proactive, detail-oriented Customer Support & Lead Coordinator to join our growing team. This role is critical to our business operations, serving as the backbone of our customer communication and lead management processes. You'll be responsible for managing incoming leads, scheduling appointments, updating dashboards, and ensuring excellent customer communication across multiple channels.

This is an ideal opportunity for someone seeking a multi-year commitment with growth potential in a fast-paced home services environment.

Key Responsibilities

• Lead Management & Outreach
• Contact new and unreached leads via phone, text, and email using a phone-first approach
• Follow up with leads persistently (often 3-9+ times) until appointment scheduled or status confirmed
• Schedule appointments promptly upon lead conversion
• Manage lead intake from automated Zapier integrations into Slack
• Customer Communications
• Respond to customer questions and concerns with professionalism and product knowledge
• Contact customers with open estimates to follow up on their experience and answer questions
• Send proactive updates to customers (e.g., job delays, team arrival notifications)
• Serve as liaison between technicians, salespeople, and customers
• Administrative & Reporting
• Update sales dashboard daily (deals closed, deposits, amounts)
• Update lead status dashboard (closed, scheduled, open leads)
• Generate weekly reports: sales report, lead report, and customer satisfaction report (callbacks & complaints)
• Maintain organized records of all lead and customer interactions
• Community & Organic Growth
• Engage in Facebook community groups to build brand presence
• Reach out to group admins for promotional opportunities
• Generate organic leads through community engagement
• Additional Support
• Assist with general administrative tasks as needed
• Complete manager turnover calls or send templated communications when needed
• Support business owner with operational efficiency

Required Qualifications

• English fluency with strong phone communication skills (non-negotiable)
• Phone-first mentality – You prioritize calling over texting/emailing and understand the efficiency gains
• High energy and proactive approach – Willing to take ownership and follow up persistently
• Responsiveness and eagerness – Quick to follow up and demonstrate enthusiasm
• Reliability – Full-time commitment (Monday–Friday minimum; Saturday availability preferred)
• Comfortable with high-volume lead management and multi-tasking

Preferred Qualifications

• Bilingual (English/Spanish) – Ability to communicate with Spanish-speaking staff and customers
• Prior SDR or customer support experience – Experience with high-volume calling, lead qualification, and sales support
• Familiarity with CRM/scheduling tools or similar software
• Sales experience – Bonus for closing or supporting sales processes

Ideal Candidate Profile

• Growth-minded with desire to learn the home services/paving industry
• Someone who wants to grow with the company, not a short-term role
• Self-starter – Takes initiative without constant supervision
• Team player – Collaborates well with team members
• Eager and hungry – Demonstrates ambition to succeed and potentially earn salary increases based on performance