Intake Specialist - MLT

• →https://docs.google.com/document/d/1tCWNqlU4gNG4nQaEeo5iSKNB8A8X7xAlVCMDvZwkdDk/edit?tab=t.0#heading=h.gt6n5ybw2ujb

📞 Inbound Calls & Text Follow-Ups

• →Answer all incoming calls through the LinkedPhone app (available on desktop and mobile)
• →Handle a manageable call volume—typically under 10 calls per day
• →Capture key details from every caller: name, phone number, email, project location, and project details
• →Use LinkedPhone's SMS feature to text prospects, answer basic questions, and receive job site photos
• →Monitor voicemails and call recordings to promptly call back or text any missed calls

💬 Social Media & Web Lead Intake

• →Manage incoming Facebook and Instagram messages through Meta Business Suite—the largest source of leads
• →Monitor website form submissions that come into House Call Pro and convert them into estimate files
• →Manually enter social media lead details into House Call Pro so every inquiry is captured

⏱️ Fast Response & After-Hours Lead Review

• →Respond to new messages and leads as quickly as possible—within the first 15 minutes during business hours
• →Follow the team's escalation workflow to make sure no lead goes unanswered
• →Every Monday (or next business day), review after-hours AI intake logs from the weekend in order from oldest to newest
• →Bring all after-hours lead entries up to date in the CRM

✅ Lead Qualification & Service Filtering

• →Qualify leads using written SOPs on travel distance, service area, and travel fees
• →Politely decline requests for services the company doesn't offer
• →Help refine and update qualification criteria in the SOP as new situations come up

🗂️ CRM Entry & Team Handoff

• →Accurately log all lead information into House Call Pro
• →Notify the team right away in the dedicated Slack channel once a lead is entered so estimating can begin
• →Confirm system notifications are sent in House Call Pro when assigning records

🌱 Growth Into Estimates & Scheduling

• →Once intake is mastered, learn to prepare rough project estimates using written and video SOP guides
• →Provide prospective customers with rough budget ranges
• →Schedule in-person estimate appointments for the field team

🧹 Downtime & Proactive Support

• →Stay productive during quiet periods without needing constant direction
• →Clean up, organize, and audit CRM records and system data
• →Help update and expand the team's SOP documentation
• →Pick up administrative micro-tasks that keep daily operations running smoothly

• →Full-time; 8:00am to 4:00pm EST Timezone
• →This is a remote position so you can have the freedom to work from anywhere

• 📞 Strong Phone Communication– A clear, polite, engaging, and confident phone presence with customers.
• 📥 Intake Experience– Prior experience handling inbound calls and lead intake (admin, call center CSR, legal intake, or general intake roles all count).
• 🔍 High Attention to Detail– Meticulous data entry so names, contact numbers, project specs, and notes are always recorded accurately.
• ✍️ Prompt Written Communication– Able to craft polite, clear text messages and chat responses quickly.
• 🔀 Multi-Channel Juggling– Comfortable managing calls, texts, social media messages, and CRM alerts at the same time.
• 📋 SOP-Driven & Self-Starting– Follows written and video SOPs closely and stays productive with minimal supervision.

• 🛠️ CRM Experience– Familiarity with House Call Pro or a similar CRM is a plus (basic training provided).
• 🏗️ Construction Background (Bonus)– Construction or concrete industry experience is a nice bonus, but not required.

• Attire - business casual when in meetings
• Professional setup
• Clean background
• Good camera
• Good microphone
• Strong wifi

• 🛠️ House Call Pro (training provided; prior CRM experience preferred)
• 📞 LinkedPhone
• 📱 Meta Business Suite (Facebook & Instagram)
• 💻 Slack
• 🌐 Website Lead Manager (Nice-to-Have)