Inbound Customer Success & Scheduling Coordinator

About the Role

Every great customer experience starts with one conversation. As our Inbound Customer Success & Scheduling Coordinator, you're the first human voice a homeowner hears after deciding they're ready to invest in their home and that moment matters.

We generate inbound leads across Google LSA, Google Ads, Facebook, Nextdoor, yard signs, and referrals. Your role is to answer quickly, connect genuinely, qualify the lead, and get a confirmed estimate on the calendar. This isn't cold calling, every person who reaches us has already raised their hand. You're turning warm interest into confirmed appointments.

If you're someone who thrives on structure, takes ownership of your metrics, and genuinely enjoys making people feel heard and taken care of, this role was built for you.

What You'll Own

• Be the first point of contact for all inbound calls, web forms, Facebook, and LSA leads, responding within 5 minutes and answering 90%+ of calls within 3 rings
• Guide homeowners through a qualifying conversation to confirm fit: ownership status, service area (San Antonio / Houston / Austin metros), project scope, and timeline
• Schedule qualified leads onto the right sales rep's calendar based on geography
• Keep GoHighLevel (GHL) and JobNimbus updated with clean, complete notes after every interaction
• Send appointment confirmations and 24-hour reminders through automated GHL workflows
• Proactively reschedule no-shows and manage a 90-day nurture cycle for leads that aren't ready yet
• Hand off every appointment to the sales team with full context, no dropped balls, no surprises

How We Measure Success at 90 Days

• Inbound call answer rate ≥ 90%
• Lead-to-appointment conversion ≥ 60% on qualified inbound
• Appointment show rate ≥ 75%
• Speed-to-lead under 5 minutes on web/form leads
• Zero leads dropped or untracked in GHL

What You Bring

• Fluent, accent-neutral English, this is a phone-first role serving US homeowners, and clear communication is essential
• Bilingual English/Spanish, a meaningful advantage with our San Antonio and Houston Hispanic homeowner base
• 2+ years in inbound phone sales, appointment setting, or customer-facing call center work
• Comfort with CRM systems (GoHighLevel is a plus; any solid CRM background transfers)
• A natural ability to make people feel comfortable and confident, not just scripted, but genuinely warm
• Reliable internet, a quiet workspace, and a quality headset
• Availability during US Central Time business hours

Bonus Points

• Background in home services (roofing, HVAC, solar, pest control, gutters)
• Hands-on experience with GoHighLevel and/or JobNimbus

Not the Right Fit If

• Accent creates communication friction with Texas homeowners
• Your background is exclusively outbound cold calling, inbound requires a different energy
• You struggle to handle off-script moments without freezing
• You've held more than 3 positions in the last 2 years

Interview Process

1. 20-minute phone screen - we want to hear how you show up on a call, because that is the job
2. Live roleplay - you'll handle a mock inbound gutter call using our actual script
3. 30-minute final interview with the hiring decision-maker