Inbound Sales & Customer Operations Specialist

Location: Remote
Schedule: Full-Time | CST/EST Overlap

About the Opportunity

We are a fast-growing, tech-enabled home services company redefining how homeowners connect with skilled professionals. With operations across multiple markets and plans for continued geographic expansion, we are building a centralized inbound sales and customer operations function to support growth.

This role will serve as the frontline owner of inbound leads, customer communication, and early-stage sales conversion, while also supporting ongoing customer coordination across active projects.

This is not a traditional support role — it is a sales-minded, high-urgency operator position that directly impacts revenue, customer experience, and operational scalability.

In the early stages, this role will be cross-functional and hands-on, with the opportunity to evolve into a more specialized role as the team scales.

The Role

We are seeking a highly responsive, organized, and customer-focused operator to manage inbound communication, qualify leads, drive conversions, and support customer coordination across multiple markets.

You will act as the central communication hub, ensuring every lead is responded to quickly, every customer interaction is high quality, and no opportunity falls through the cracks.

Key Responsibilities

Lead Response, Qualification & Conversion

Respond to all inbound leads (calls, texts, forms, email) within defined SLAs
Call new lead submissions quickly to establish first contact (target: <5 minutes)
Conduct intake, ask key qualifying questions, and capture detailed project information
Drive leads to the next step: schedule on-site estimates or initiate virtual estimates
Book appointments directly on team calendars with complete and accurate information
Follow up consistently with new and existing leads to maximize conversion to estimates/on-sites
Re-engage older or unconverted leads to generate additional pipeline

Inbound Communication Ownership

Own all inbound customer communication across phone, text, and email
Maintain high answer rates and fast response times across all channels
Deliver a clear, professional, and helpful experience in every interaction
Represent the company with confidence and strong communication skills

Customer Support & Coordination

Resolve straightforward customer questions and issues in real time
Escalate more complex needs to the appropriate teams (Sales, Customer Success, Field Operations)
Support customer onboarding and early-stage project coordination
Assist with ongoing project communication (schedule updates, changes, issues, etc.)
Ensure seamless handoffs between teams and that nothing falls through the cracks

CRM Hygiene & Visibility

Maintain accurate, up-to-date notes on all interactions within internal systems
Track lead status, next steps, and outcomes consistently
Capture key data to support reporting, visibility, and process improvement
Contribute to building scalable workflows and operational best practices

What We’re Looking For

Core Experience

2–5+ years in inbound sales, customer-facing roles, or sales operations
Strong experience handling phone-based interactions and real-time conversations
Proven ability to drive outcomes (appointments, conversions, next steps) — not just respond

Key Skills & Traits

Excellent communication skills (phone and written)
Customer-focused and solutions-oriented mindset
Strong sense of urgency and responsiveness
Highly organized with the ability to multitask in a fast-paced environment
Ability to follow structured processes while adapting to dynamic situations
Comfortable using CRM systems and scheduling tools

Nice to Have

Bilingual (Spanish-English) strongly preferred
Background in service-based industries (home services, construction, hospitality, retail, etc.)
Experience supporting both sales and customer operations functions

What Success Looks Like

No inbound calls or leads go unanswered
High-quality customer interactions that convert into booked estimates and jobs
Fast, consistent responses across all communication channels
Strong follow-up discipline across all leads and opportunities
Smooth, seamless handoffs between sales, operations, and field teams
Positive customer feedback and strong overall experience
Improved conversion rates across inbound pipeline

Compensation (LATAM Benchmark)

$1,500 – $2,500 USD/month depending on experience
Higher range for candidates with strong sales/conversion backgrounds

Growth Opportunity

This role is foundational to building a centralized, scalable inbound sales and customer operations function. As the business expands into new markets, this team is expected to grow rapidly.

High performers will have the opportunity to:

Help shape systems, processes, and workflows
Grow into team lead or specialized roles (Sales Ops, Customer Success, etc.)
Be part of scaling a high-growth, multi-market operation

Inbound Sales / Customer Ops Specialist - 59845711444