LEAD INTAKE / CRM MANAGER

Jobs For Humanity

Full-timelead

Job description

Position OverviewABG is seeking a highly responsive, articulate, and results-driven Appointment Setter and HubSpot CRM Manager. This person will be responsible for contacting new inbound leads within 60 seconds of:<ul><li>Submitting a contact form through the ABG website.</li><li>Calling ABG’s front desk line.</li><li>Leaving a voicemail or missed call.</li><li>Entering ABG’s lead system through another marketing channel.</li><li>This position requires an exceptionally high sense of urgency. Every minute of delay reduces the likelihood of connecting with and converting a prospective client.</li><li>The successful candidate must have impeccable spoken and written English, a confident telephone presence, strong listening skills, and the ability to communicate professionally with business owners, developers, contractors, investors, property owners, and other decision-makers.</li><li>The role also includes cold calling and cold emailing targeted contact lists to create new relationships and generate opportunities in specific geographic and industry markets.</li></ul>Core ResponsibilitiesInbound Lead Response<ul><li>Monitor website inquiries, phone calls, voicemails, emails, and assigned lead notifications throughout working hours.</li><li>Call every new website lead within 60 seconds of form submission.</li><li>Return every missed front desk call within 60 seconds of receiving the notification.</li><li>Answer live calls promptly and professionally whenever assigned to front desk coverage.</li><li>Send an immediate follow-up email when a lead does not answer.</li><li>Continue following up through an organized call and email cadence until the lead:</li><li>Responds.</li><li>Schedules an appointment.</li><li>Requests future follow-up.</li><li>Is confirmed as unqualified.</li><li>Opts out of further communication.</li><li>Never allow an inbound lead to sit in HubSpot without a documented response attempt and scheduled next action.</li></ul>Lead Qualification<ul><li>Conduct an effective initial conversation to understand:</li><li>Prospect name, company, and contact information.</li><li>Project address and geographic location.</li><li>Project type and intended use.</li><li>Requested architectural, engineering, interior design, permitting, or consulting services.</li><li>Current project status.</li><li>Estimated project size and scope.</li><li>Target schedule.</li><li>Preliminary construction or design budget.</li><li>Property ownership or site-control status.</li><li>Decision-makers involved.</li><li>How the prospect heard about ABG.</li><li>Identify whether the opportunity is aligned with ABG’s services and target markets.</li><li>Ask clear and direct questions without making the prospect feel interrogated.</li><li>Avoid providing technical, legal, pricing, or code-related advice beyond the approved qualification script.</li><li>Escalate urgent, high-value, or strategically important opportunities immediately.</li><li>Appointment Setting</li><li>Schedule qualified prospects with the correct ABG team member.</li><li>Confirm the appointment date, time, meeting format, project address, and attendee information.</li><li>Send calendar invitations and confirmation messages immediately.</li><li>Send appointment reminders to improve attendance.</li><li>Reschedule cancelled or missed appointments quickly.</li><li>Ensure the assigned ABG team member has complete qualification notes before the meeting.</li><li>Follow up after the appointment when directed and update the opportunity status in HubSpot.</li></ul>HubSpot CRM Management<ul><li>Serve as the day-to-day owner of sales data quality in HubSpot.</li><li>Create and maintain accurate:</li><li>Contact records.</li><li>Company records.</li><li>Deal records.</li><li>Lead-source information.</li><li>Deal stages.</li><li>Activity records.</li><li>Follow-up tasks.</li><li>Appointment records.</li><li>Log every call, voicemail, email, response, qualification note, appointment, and follow-up action.</li><li>Ensure every open lead has:</li><li>A clearly assigned owner.</li><li>The correct pipeline stage.</li><li>Complete contact information.</li><li>A documented last activity.</li><li>A scheduled next action.</li><li>A realistic follow-up date.</li><li>Move deals through ABG’s sales pipeline based on verified activity:</li><li>First Contact.</li><li>Discovery.</li><li>Send Fee.</li><li>Fee Sent.</li><li>Standby.</li><li>Accepted.</li><li>Send Contract.</li><li>Contract Sent.</li><li>Project Won or Project Lost.</li><li>Prevent duplicate contacts, companies, and deals.</li><li>Standardize naming conventions and correct incomplete or inaccurate records.</li><li>Identify stale deals, overdue tasks, missing follow-ups, and opportunities without recent activity.</li><li>Maintain lead lists, call queues, workflows, templates, sequences, and reporting dashboards.</li><li>Produce daily and weekly reports covering:</li><li>New inbound leads.</li><li>Average response time.</li><li>Leads contacted within 60 seconds.</li><li>Contact rate.</li><li>Qualified leads.</li><li>Appointments scheduled.</li><li>Appointment attendance rate.</li><li>Outbound calls and emails.</li><li>New relationships created.</li><li>Pipeline-stage movement.</li><li>Stale or neglected opportunities.</li><li>CRM data-quality issues.</li><li>Cold Calling and Cold Emailing</li></ul>Conduct structured outbound campaigns targeting ABG’s priority markets.<ul><li>Call and email prospective:</li><li>Real estate developers.</li><li>General contractors.</li><li>Commercial property owners.</li><li>Real estate investors.</li><li>Brokers and tenant representatives.</li><li>Property managers.</li><li>Franchise owners and operators.</li><li>Restaurant and hospitality groups.</li><li>Retail and industrial businesses.</li><li>Multifamily and residential developers.</li><li>Strategic referral partners.</li><li>Research contacts and verify names, titles, companies, telephone numbers, email addresses, locations, and market relevance.</li><li>Use approved scripts and email templates while keeping conversations natural and personalized.</li><li>Introduce ABG’s capabilities clearly and confidently.</li><li>Focus on building relationships, identifying upcoming projects, and securing introductory meetings.</li><li>Handle common objections professionally and continue the conversation without becoming aggressive.</li><li>Document all outbound activity and prospect responses in HubSpot.</li><li>Create follow-up tasks for every viable prospect.</li><li>Maintain organized prospect lists by market, relationship type, campaign, and opportunity status.</li><li>Provide feedback on which industries, messages, and contact lists generate the strongest results.</li></ul>Non-Negotiable Performance Standards<ul><li>Demonstrate an exceptional sense of urgency at all times.</li><li>Contact new inbound leads within 60 seconds during assigned coverage hours.</li><li>Maintain impeccable spoken and written English.</li><li>Communicate clearly without grammatical errors, excessive filler words, slang, or an unprofessional tone.</li><li>Remain available and attentive during scheduled lead-response coverage.</li><li>Treat every inbound inquiry as a time-sensitive potential client.</li><li>Complete CRM updates immediately after each interaction.</li><li>Never rely on memory or personal notes in place of HubSpot documentation.</li><li>Never leave a lead without a clearly documented next action.</li><li>Follow through on commitments without repeated reminders.</li><li>Maintain a polished, confident, helpful, and professional demeanor.</li><li>Protect confidential client, project, and company information.</li><li>Key Performance Indicators</li></ul>Percentage of inbound leads called within 60 seconds.<ul><li>Average first-response time.</li><li>Inbound lead contact rate.</li><li>Qualified-lead rate.</li><li>Appointment-setting rate.</li><li>Appointment attendance rate.</li><li>Missed appointment recovery rate.</li><li>Number of outbound calls completed.</li><li>Number of personalized outbound emails sent.</li><li>Outbound contact and response rate.</li><li>Number of qualified outbound appointments scheduled.</li><li>Number of new strategic relationships created.</li><li>Percentage of CRM records with complete required information.</li><li>Percentage of open opportunities with a scheduled next activity.</li><li>Number of stale or overdue opportunities.</li><li>Accuracy and timeliness of daily and weekly reports.</li><li>Required Qualifications</li></ul>Exceptional spoken and written English.<ul><li>Clear, confident, and professional telephone voice.</li><li>Strong listening, questioning, and note-taking skills.</li><li>Demonstrated success in appointment setting, inside sales, lead qualification, business development, or customer service.</li><li>Experience using HubSpot CRM or a comparable CRM platform.</li><li>Ability to learn ABG’s services, target markets, qualification criteria, and sales process.</li><li>Ability to work quickly without sacrificing accuracy or professionalism.</li><li>Strong organizational skills and consistent attention to detail.</li><li>Ability to manage a high volume of calls, emails, tasks, and records.</li><li>Comfortable speaking with senior decision-makers and business owners.</li><li>Ability to handle rejection and objections without losing momentum.</li><li>Reliable internet, telephone access, and a professional work environment if working remotely.</li></ul> <ul></ul> Preferred Qualifications<ul><li>Experience managing HubSpot contacts, companies, deals, tasks, lists, workflows, sequences, and reports.</li><li>Experience in architecture, engineering, construction, commercial real estate, professional services, or a related industry.</li><li>Experience with business-to-business cold calling and email outreach.</li><li>Familiarity with calendar scheduling, email platforms, contact databases, and list-building tools.</li><li>Experience qualifying projects involving architecture, engineering, permitting, construction, development, or property improvements.</li></ul>Personal Characteristics<ul><li>Urgent and highly responsive.</li><li>Persistent without being pushy.</li><li>Organized and process-oriented.</li><li>Competitive and motivated by measurable results.</li><li>Comfortable being held accountable to activity and conversion targets.</li><li>Professional under pressure.</li><li>Coachable and receptive to call reviews and feedback.</li><li>Proactive in identifying problems and recommending improvements.</li><li>Consistent, dependable, and disciplined.</li><li>Focused on creating an excellent first impression of ABG.</li></ul>What Success Looks Like<ul><li>Prospective clients are contacted while their interest is at its highest.</li><li>Every lead receives fast, professional, and persistent follow-up.</li><li>Qualified prospects are consistently converted into scheduled appointments.</li><li>ABG’s HubSpot pipeline is accurate, current, and easy for leadership to manage.</li><li>No viable opportunity is lost because of slow response, poor communication, or missing follow-up.</li><li>Outbound campaigns create measurable new relationships and qualified opportunities in ABG’s target markets.</li><li>ABG’s leadership receives reliable reporting and has complete visibility into every active prospect and next action.</li></ul>Candidate Evaluation<ul><li>Final candidates may be asked to complete:</li><li>A mock inbound lead-response call.</li><li>A cold-call role-play.</li><li>A written follow-up email exercise.</li><li>A HubSpot data-entry and pipeline-management exercise.</li><li>A spoken-English and communication assessment.</li></ul> What We Offer:<ul><li>·         Supportive and collaborative team environment that values innovation and creativity.</li><li>·         Opportunities for professional growth and skill development.</li><li>·         The chance to contribute to exciting and impactful architectural projects.</li></ul>

Skills

HubSpot CRM