Inbound Sales / Customer Ops Specialist - 59845711444

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

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.

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.

• 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

• 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

• 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

• 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

• 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

• 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

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

• 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

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