Lead Intake / CRM Manager

Job description

Position Overview ABG is seeking a highly responsive, articulate, and results-driven Appointment Setter and HubSpot CRM Manager. This person will be responsible for contacting new inbound leads within 60 seconds of: Submitting a contact form through the ABG website. Calling ABG’s front desk line. Leaving a voicemail or missed call. Entering ABG’s lead system through another marketing channel. This position requires an exceptionally high sense of urgency. Every minute of delay reduces the likelihood of connecting with and converting a prospective client. The successful candidate must have impeccable spoken and written English, a confident telephone presence, strong listening skills, and the ability to communicate professionally with business owners, developers, contractors, investors, property owners, and other decision-makers. The role also includes cold calling and cold emailing targeted contact lists to create new relationships and generate opportunities in specific geographic and industry markets. Core Responsibilities Inbound Lead Response Monitor website inquiries, phone calls, voicemails, emails, and assigned lead notifications throughout working hours. Call every new website lead within 60 seconds of form submission. Return every missed front desk call within 60 seconds of receiving the notification. Answer live calls promptly and professionally whenever assigned to front desk coverage. Send an immediate follow-up email when a lead does not answer. Continue following up through an organized call and email cadence until the lead: Responds. Schedules an appointment. Requests future follow-up. Is confirmed as unqualified. Opts out of further communication. Never allow an inbound lead to sit in HubSpot without a documented response attempt and scheduled next action. Lead Qualification Conduct an effective initial conversation to understand: Prospect name, company, and contact information. Project address and geographic location. Project type and intended use. Requested architectural, engineering, interior design, permitting, or consulting services. Current project status. Estimated project size and scope. Target schedule. Preliminary construction or design budget. Property ownership or site-control status. Decision-makers involved. How the prospect heard about ABG. Identify whether the opportunity is aligned with ABG’s services and target markets. Ask clear and direct questions without making the prospect feel interrogated. Avoid providing technical, legal, pricing, or code-related advice beyond the approved qualification script. Escalate urgent, high-value, or strategically important opportunities immediately. Appointment Setting Schedule qualified prospects with the correct ABG team member. Confirm the appointment date, time, meeting format, project address, and attendee information. Send calendar invitations and confirmation messages immediately. Send appointment reminders to improve attendance. Reschedule cancelled or missed appointments quickly. Ensure the assigned ABG team member has complete qualification notes before the meeting. Follow up after the appointment when directed and update the opportunity status in HubSpot. HubSpot CRM Management Serve as the day-to-day owner of sales data quality in HubSpot. Create and maintain accurate: Contact records. Company records. Deal records. Lead-source information. Deal stages. Activity records. Follow-up tasks. Appointment records. Log every call, voicemail, email, response, qualification note, appointment, and follow-up action. Ensure every open lead has: A clearly assigned owner. The correct pipeline stage. Complete contact information. A documented last activity. A scheduled next action. A realistic follow-up date. Move deals through ABG’s sales pipeline based on verified activity: First Contact. Discovery. Send Fee. Fee Sent. Standby. Accepted. Send Contract. Contract Sent. Project Won or Project Lost. Prevent duplicate contacts, companies, and deals. Standardize naming conventions and correct incomplete or inaccurate records. Identify stale deals, overdue tasks, missing follow-ups, and opportunities without recent activity. Maintain lead lists, call queues, workflows, templates, sequences, and reporting dashboards. Produce daily and weekly reports covering: New inbound leads. Average response time. Leads contacted within 60 seconds. Contact rate. Qualified leads. Appointments scheduled. Appointment attendance rate. Outbound calls and emails. New relationships created. Pipeline-stage movement. Stale or neglected opportunities. CRM data-quality issues. Cold Calling and Cold Emailing Conduct structured outbound campaigns targeting ABG’s priority markets. Call and email prospective: Real estate developers. General contractors. Commercial property owners. Real estate investors. Brokers and tenant representatives. Property managers. Franchise owners and operators. Restaurant and hospitality groups. Retail and industrial businesses. Multifamily and residential developers. Strategic referral partners. Research contacts and verify names, titles, companies, telephone numbers, email addresses, locations, and market relevance. Use approved scripts and email templates while keeping conversations natural and personalized. Introduce ABG’s capabilities clearly and confidently. Focus on building relationships, identifying upcoming projects, and securing introductory meetings. Handle common objections professionally and continue the conversation without becoming aggressive. Document all outbound activity and prospect responses in HubSpot. Create follow-up tasks for every viable prospect. Maintain organized prospect lists by market, relationship type, campaign, and opportunity status. Provide feedback on which industries, messages, and contact lists generate the strongest results. Non-Negotiable Performance Standards Demonstrate an exceptional sense of urgency at all times. Contact new inbound leads within 60 seconds during assigned coverage hours. Maintain impeccable spoken and written English. Communicate clearly without grammatical errors, excessive filler words, slang, or an unprofessional tone. Remain available and attentive during scheduled lead-response coverage. Treat every inbound inquiry as a time-sensitive potential client. Complete CRM updates immediately after each interaction. Never rely on memory or personal notes in place of HubSpot documentation. Never leave a lead without a clearly documented next action. Follow through on commitments without repeated reminders. Maintain a polished, confident, helpful, and professional demeanor. Protect confidential client, project, and company information. Key Performance Indicators Percentage of inbound leads called within 60 seconds. Average first-response time. Inbound lead contact rate. Qualified-lead rate. Appointment-setting rate. Appointment attendance rate. Missed appointment recovery rate. Number of outbound calls completed. Number of personalized outbound emails sent. Outbound contact and response rate. Number of qualified outbound appointments scheduled. Number of new strategic relationships created. Percentage of CRM records with complete required information. Percentage of open opportunities with a scheduled next activity. Number of stale or overdue opportunities. Accuracy and timeliness of daily and weekly reports. Required Qualifications Exceptional spoken and written English. Clear, confident, and professional telephone voice. Strong listening, questioning, and note-taking skills. Demonstrated success in appointment setting, inside sales, lead qualification, business development, or customer service. Experience using HubSpot CRM or a comparable CRM platform. Ability to learn ABG’s services, target markets, qualification criteria, and sales process. Ability to work quickly without sacrificing accuracy or professionalism. Strong organizational skills and consistent attention to detail. Ability to manage a high volume of calls, emails, tasks, and records. Comfortable speaking with senior decision-makers and business owners. Ability to handle rejection and objections without losing momentum. Reliable internet, telephone access, and a professional work environment if working remotely. Preferred Qualifications Experience managing HubSpot contacts, companies, deals, tasks, lists, workflows, sequences, and reports. Experience in architecture, engineering, construction, commercial real estate, professional services, or a related industry. Experience with business-to-business cold calling and email outreach. Familiarity with calendar scheduling, email platforms, contact databases, and list-building tools. Experience qualifying projects involving architecture, engineering, permitting, construction, development, or property improvements. Personal Characteristics Urgent and highly responsive. Persistent without being pushy. Organized and process-oriented. Competitive and motivated by measurable results. Comfortable being held accountable to activity and conversion targets. Professional under pressure. Coachable and receptive to call reviews and feedback. Proactive in identifying problems and recommending improvements. Consistent, dependable, and disciplined. Focused on creating an excellent first impression of ABG. What Success Looks Like Prospective clients are contacted while their interest is at its highest. Every lead receives fast, professional, and persistent follow-up. Qualified prospects are consistently converted into scheduled appointments. ABG’s HubSpot pipeline is accurate, current, and easy for leadership to manage. No viable opportunity is lost because of slow response, poor communication, or missing follow-up. Outbound campaigns create measurable new relationships and qualified opportunities in ABG’s target markets. ABG’s leadership receives reliable reporting and has complete visibility into every active prospect and next action. Candidate Evaluation Final candidates may be asked to complete: A mock inbound lead-response call. A cold-call role-play. A written follow-up email exercise. A HubSpot data-entry and pipeline-management exercise. A spoken-English and communication assessment. What We Offer: · Supportive and collaborative team environment that values innovation and creativity. · Opportunities for professional growth and skill development. · The chance to contribute to exciting and impactful architectural projects. AB Group PLLC is a dynamic architecture firm with a passion for delivering innovative and impactful designs. Specializing in hospitality, multifamily, and office projects, we take pride in creating spaces that inspire. We are expanding our talented team and looking for a skilled Autodesk Revit Draftsperson to join us remotely from Lebanon.