Lead Intake & Conversion Specialist

ABOUT 321 AIM

321 AIM is a performance marketing platform that generates high-intent leads for businesses in home services and related industries — on a pay-per-qualified-lead basis. Clients across roofing, home services, insurance, and legal industries rely on AIM to deliver high-intent prospects who are genuinely ready to move forward — not just curious browsers.  We fill the top of the funnel. Our clients close the deal.

In home services, and roofing especially, the window between when a homeowner submits a request and when they book with someone is razor thin. The contractor who gets there first — with a confident, helpful voice — wins the appointment. This role is that first contact.

We don’t just generate leads — we help our clients convert them into revenue. 

In addition to lead generation, AIM supports clients by handling early-stage lead engagement, qualification, and appointment setting. This ensures our clients maximize ROI from every lead we deliver. 

ABOUT THE ROLE

As a Lead Intake & Appointment Specialist at 321 AIM, you will be the first point of human contact for high-intent prospects across roofing, home services, insurance, and legal industries. Your role is critical to helping our clients win the race to the lead — responding quickly, confirming needs, qualifying opportunities, and securing appointments before competitors do. 

This role does not require prior roofing knowledge or marketing experience. What it requires is a warm, confident phone presence; the ability to follow a qualification script accurately; an instinct for urgency; and the discipline to log every interaction correctly. You must adapt tone/scripts per client. You will be trained on roofing-specific talking points, common homeowner questions, and how to handle insurance claim scenarios professionally. If you are reliable, personable, and thrive in a fast-paced phone environment, you will be successful here.

You are not just contacting leads — you are acting as an extension of our clients’ businesses. Your ability to communicate clearly, build trust quickly, and represent different brands professionally is critical. 

A core part of this role is helping our clients win the race to the lead. By ensuring immediate outreach, accurate intake, and fast appointment booking, you directly improve speed-to-lead — one of the most critical drivers of conversion and revenue for our clients. 

WHAT YOU'LL DO

Lead Response & Outreach

• Monitor the lead queue and initiate outbound phone and/or text contact within minutes of a new lead being received — speed to first contact is your most important daily metric
• Follow established outreach scripts tailored to roofing and home services prospects, including storm damage inquiries, insurance claim leads, and general inspection requests
• Execute multi-touch follow-up sequences for leads that do not answer on first attempt, including scheduled callbacks and text outreach per client protocol
• Maintain a sense of urgency throughout your shift — homeowners in active need of roofing services are often contacting multiple contractors simultaneously

Lead Screening & Qualification

• Conduct brief, structured screening calls to verify homeowner information, confirm interest, and assess eligibility using client-specific qualification criteria
• Apply roofing-relevant qualification questions, which may include: property ownership, roof age or condition, whether recent storm or hail damage is suspected, current insurance coverage, and desired timeline for service
• Identify leads involving active insurance claims and route or flag them appropriately per client instructions — this is a common scenario in roofing and will be covered in training
• Accurately disposition leads that do not qualify (renters, outside service area, no damage present, etc.) per established guidelines without over-disqualifying viable prospects
• Maintain a professional, empathetic tone — many homeowners calling about storm damage are stressed; your calm, helpful approach sets the tone for the client relationship

Appointment Booking

• Schedule qualified inspection or estimate appointments directly on contractor calendars using provided scheduling tools, confirming accurate address, contact, and availability information
• Confirm appointment details with the homeowner before ending the call and send confirmation communications as required
• Coordinate with client dispatch or intake teams as needed for same-day or urgent inspection requests, which are common following major weather events
• Follow up on no-shows and cancellations per client protocol and attempt to reschedule where appropriate
• Overcome basic objections
• Guide hesitant leads to book
• Position urgency (especially for insurance/home services)

Data Entry & Reporting

• Log every lead interaction, disposition, and outcome accurately and promptly in AIM's CRM and tracking systems
• Maintain clean, consistent records so that reporting on contact rates, appointment rates, and lead quality is always reliable
• Flag patterns in lead quality, geographic clusters, or post-storm volume surges to your supervisor — this information is operationally valuable for client management
• Meet or exceed daily and weekly activity and conversion benchmarks as established by AIM leadership

Client Support & Onboarding

• Assist in onboarding new clients (understanding their service, availability, qualification criteria) 
• Learn and adapt to different client workflows 
• Communicate feedback on lead quality and conversion issues 
• Coordinate with clients on scheduling preferences and updates

WHAT YOU HAVE

• A clear, warm, and professional phone presence — you can quickly build rapport with homeowners and make them feel heard
• Strong communication skills: you follow a script accurately while still sounding like a real person, not a robot
• A genuine sense of urgency — you understand that the fastest responder wins, and you operate accordingly
• Ability to handle objections and guide conversations toward booking
• Comfortable asking for commitment (booking the appointment)
• Ability to balance script adherence with natural conversation
• Adaptability, coachability, ownership mindset
• High attention to detail: you capture homeowner information correctly, follow qualification criteria consistently, and never skip the CRM entry
• Basic computer proficiency: able to navigate CRM tools, calendar scheduling software, and communication platforms simultaneously
• Reliability and consistency: you show up on time, you follow through on follow-ups, and you hit your daily targets
• A calm, empathetic demeanor — roofing leads frequently involve stressed homeowners dealing with storm damage or insurance claims; patience and professionalism matter
• Prior experience in customer service, call center, reception, or inbound/outbound phone roles is a plus — but not required
• Familiarity with home services, construction, roofing, or insurance claim processes is helpful but not expected; full training will be provided
• High school diploma or equivalent required

WHAT SUCCESS LOOKS LIKE

Performance in this role is measured against clear, straightforward metrics:

• Speed to first contact: average time elapsed between lead receipt and first outreach attempt
• Contact rate: percentage of leads successfully reached by phone
• Appointment set rate: percentage of contacted, qualified homeowners converted to booked inspections or estimates
• Show rate: percentage of booked appointments that result in the contractor successfully meeting with the homeowner
• Data accuracy: completeness and correctness of CRM entries and lead dispositions
• Client satisfaction and feedback on lead handling quality 

Roofing lead volume can spike significantly following storm events in a client's service area. Strong performers who can ramp quickly during high-volume periods are especially valued — and that performance is reflected in bonus earnings.

REPORTING STRUCTURE

The Appointment Setter / Lead Screener reports to 321 AIM operations leadership. This role works closely with AIM's campaign management team and interfaces directly with roofing contractor intake coordinators and dispatch teams for appointment handoffs. It is an individual contributor role with clearly defined performance benchmarks, regular coaching, and structured script and product training provided at onboarding.

COMPENSATION

Structure: Hourly base pay + performance bonuses tied to appointment volume and show rates

Base hourly rate is competitive for the role level and market. Performance bonuses are tied to appointment booking volume and downstream show rates — strong performers with high contact and conversion rates have meaningful upside beyond base pay. Bonus earning potential increases further during high-volume storm response periods. Specific rates will be discussed during the interview process.

321 AIM BENEFITS

• 100% remote work environment
• Consistent, structured schedule with clear daily expectations
• Paid time off + company-observed holidays
• Health, dental, and vision benefits
• Paid training and onboarding — roofing and home services knowledge provided; no prior industry experience required
• Performance bonus structure with real earning upside, including storm-season volume incentives
• A team that values speed, reliability, and treating every homeowner interaction with professionalism