Position Title: Lead Coordinator
Department: Sales & Operations
Reports To: Sales Manager / General Manager / Owner
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Primary Objective
To manage all inbound and outbound sales leads for service, maintenance, install, and replacement departments—ensuring timely follow-up, qualification, assignment, and tracking of leads through the CRM to maximize close rates and revenue.
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Key Responsibilities
Lead Management
• Receive, log, and route all incoming leads (web, phone, chat, ads, referrals, etc.)
• Assign leads to appropriate departments or sales reps based on service type and availability
• Track and monitor the status of each lead in the CRM (e.g.,ServiceTitan, spreadsheet)
• Ensure no lead is overlooked or lost
Customer Contact & Qualification
• Follow up with potential customers within minutes of inquiry if possible
• Qualify leads by asking targeted questions (budget, service type, timeline, urgency)
• Maintain a customer-first mindset to build rapport and trust
CRM Utilization
• Keep lead data accurate, timely, and updated in the CRM system
• Track lead sources to analyze performance of marketing efforts
• Work with marketing team to refine lead generation strategies
Sales Support
• Schedule estimates and consultations for sales reps or selling techs
• Prepare documentation, notes, or background info before appointments
• Follow up on unclosed quotes and expired estimates
Reporting & Analysis
• Provide daily/weekly reports on:
• Lead volume
• Source effectiveness
• Close rates
• Conversion bottlenecks
• Identify trends and propose process improvements
Collaboration
• Coordinate closely with sales team, dispatchers, service techs, and install crews
• Attend regular sales meetings to review progress and forecast future opportunities
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Required Skills & Tools
• Strong communication and interpersonal skills
• Experience with industry CRMs (e.g., ServiceTitan, Salesforce)
• Ability to multitask in a fast-paced environment
• Analytical thinking and a proactive mindset
• Comfortable with spreadsheets and reporting tools
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Preferred Qualifications
• 5+ years in a customer service or sales coordination role (home services or trades a plus)
• Familiarity with HVAC, plumbing, or construction terminology
• Experience handling inbound and outbound sales calls or setting appointments
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Success Metrics
• Lead response time with high sense of urgency from inquiry)
• Lead-to-appointment conversion rate
• Appointment-to-sale conversion rate
• Revenue generated from tracked leads
• CRM data accuracy and reporting consistency
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