Evening Lead Conversion and Social Media Coordinator

Job Description

Evening Lead Conversion & Social Media Coordinator Remote | Part-Time | 4:00–8:00 PM Eastern Time, Monday–FridayHourly Base + Performance Incentives About Elite Moisture Solutions Elite Moisture Solutions is a locally owned and operated North Carolina home-services company specializing in crawl space, basement, moisture, mold, waterproofing, and foundation solutions. We take our customer experience seriously. Homeowners are often contacting us because they’ve discovered something concerning in or around their home. Our job is to make that experience easy, helpful, professional, and reassuring from the very first interaction. We’re looking for an exceptional remote team member to help us do exactly that. The Role We’re hiring an Evening Lead Conversion & Social Media Coordinator to own incoming customer opportunities during our evening hours while also helping execute Elite’s social media and content strategy during slower periods. This is not a traditional virtual assistant position. Your primary responsibility is speed-to-lead and customer conversion. When a homeowner calls, submits a website inquiry, sends a text, or contacts Elite electronically during your shift, that customer becomes your priority. You’ll respond quickly, build rapport, determine whether Elite is the right company to help them, and convert qualified opportunities into scheduled appointments. When customer communication is caught up, you’ll shift into social media and content-management responsibilities. We’re looking for someone who can eventually become a highly trusted member of our team—not simply someone who completes assigned tasks. Priority \ 1: Speed to Lead During your 4:00–8:00 PM ET shift, you will monitor and respond to new customer opportunities through: Incoming phone calls Website leads Email inquiries Text inquiries Missed calls and voicemails Fresh leads from earlier in the day that still require contact or follow-up When a new lead arrives, other non-urgent work stops. Your goal is to make contact quickly. You’ll be expected to understand what the homeowner needs, ask the appropriate qualification questions, determine whether their situation fits Elite’s services, and confidently move qualified homeowners toward scheduling an inspection. This Is a Sales Role—But Quality Comes First We want someone who enjoys converting opportunities. However, booking an appointment is not automatically a win. Our inspectors’ time is valuable, and we will never encourage you to fill the calendar with appointments simply to earn an incentive. You’ll receive clear training on: Services Elite provides Services we do not provide Service-area requirements Customer qualification criteria Required intake questions Appointment types Scheduling guidelines CRM documentation requirements Performance incentives are based on high-quality appointments that meet Elite’s requirements and are actually kept by the customer, not simply appointments placed on the calendar. If Elite doesn’t provide the service, the right answer is not to schedule the appointment. Excellent judgment is as important as excellent sales ability. The Customer Experience You may be the first person a homeowner ever speaks with at Elite. We want that interaction to feel personal. You should be able to: Speak fluent, highly proficient conversational English Understand American customers and different speaking styles Build rapport naturally Listen instead of simply following a script Ask thoughtful questions Explain the next step clearly Handle common objections Ask confidently for the appointment Make customers feel heard rather than rushed Represent a local, family-owned company professionally and authentically We will provide scripts, guidelines, and training—but we do not want someone who sounds like they’re reading from a script. We want someone who can have a conversation. Fresh-Lead Follow-Up If you don’t reach a new lead on the first attempt, the opportunity doesn’t simply disappear. You’ll follow Elite’s established contact process using appropriate combinations of: Phone Text Email Your primary outbound focus will initially be new and recent leads, not repeatedly contacting old opportunities. As you demonstrate strong judgment and performance, additional outbound sales opportunities may become available. Social Media & Content Management When all immediate lead and customer responsibilities are handled, you’ll transition to social media execution. Initially, Elite will provide significant direction, content, brand guidelines, and approval. Responsibilities may include: Organizing photos and videos provided by our team Basic video and Reel editing Creating graphics using approved templates Drafting captions Scheduling approved posts Maintaining the content calendar Repurposing content across appropriate platforms Monitoring comments and messages Flagging customer inquiries immediately Helping organize before-and-after project content Keeping content files organized Following Elite’s established brand standards and voice As you demonstrate an understanding of Elite’s brand, customers, services, and standards, we’d love for this responsibility to grow. A high-performing team member may eventually: Research relevant content ideas and trends Recommend content topics Identify content opportunities from our projects Request needed photos or footage from team members Develop posts from idea through final draft Maintain the content calendar independently Prepare content for management approval Manage Elite’s routine social media execution from start to finish Our goal is eventually for management to provide guidelines, direction, and final approval—not manage every individual task. Growth Opportunity: Elite Certified Phone Backup This role also has a meaningful opportunity for increased responsibility and compensation. Team members who demonstrate exceptional: Spoken English Customer experience Sales ability Qualification accuracy Reliability CRM accuracy Knowledge of Elite’s services Judgment may become eligible to certify as an Elite Backup Phone Specialist. Certified team members may receive opportunities for additional hours and increased hourly compensation while providing daytime phone coverage when our primary Customer Care team member is unavailable or when additional call coverage is needed. This responsibility is earned through demonstrated performance and is not automatic. Training Initial training will occur during U.S. Eastern Time daytime business hours and may include one or more daytime training shifts. You’ll receive training on Elite’s: Services Qualification standards Scheduling CRM Phone systems Customer experience expectations Sales process Common customer questions Brand standards Before independently handling customer calls, you’ll be expected to demonstrate that you can confidently and accurately represent Elite. What We’re Looking For Our ideal candidate has: Exceptional spoken and written English Excellent phone presence Sales or lead-conversion experience Customer-service experience Strong listening skills Natural warmth and confidence Excellent judgment Strong follow-through High personal accountability Comfort working independently Ability to respond quickly without becoming frantic Strong attention to detail Comfort receiving coaching and feedback Reliable internet and an appropriate professional workspace Ability to consistently work U.S. Eastern Time evening hours Experience with social media management, Canva, short-form video editing, content scheduling, CRM systems, or U.S.-based home-service companies is highly desirable. You May Be a Great Fit If… You’re the kind of person who sees a new lead arrive and wants to respond immediately. You enjoy turning conversations into opportunities. You can sell without being pushy. You’re comfortable telling a customer when our company isn’t the right fit. You don’t need someone constantly checking whether you’ve completed your work. When things are quiet, you look for the next productive thing to accomplish. You enjoy learning new skills and taking on more responsibility. And you’d like the opportunity to grow your role—and your income—as you prove what you can do. This Role Probably Isn’t Right for You If… You dislike speaking with customers on the phone. You prefer communicating exclusively through chat or email. You need a script for every possible customer interaction. You are uncomfortable asking customers to schedule an appointment. You believe booking any appointment is better than losing one. You need frequent reminders to complete tasks. You struggle to switch priorities when something urgent comes in. You have difficulty working independently. Or you are looking for a role where you can simply wait for tasks to be assigned. How Performance Is Rewarded This position includes a guaranteed hourly base plus meaningful performance-based earning opportunities. Performance incentives will primarily reward qualified appointments that are actually kept by the customer. An appointment must meet Elite’s established qualification standards to qualify for an incentive. Additional compensation and hours may become available as responsibilities expand, including certification for daytime backup phone coverage. We want compensation to reward the same things that create value for our customers and our company: Fast response. Great conversations. Good judgment. Qualified opportunities. Kept appointments. Consistent execution. What Success Looks Like At the end of a successful shift: Every new lead received prompt attention. Missed calls were returned. Qualified homeowners were confidently moved toward appointments. Unqualified leads didn’t consume inspector time. Every interaction was documented correctly. Customers received a warm, professional experience. Social media work moved forward whenever customer demand allowed. And management didn’t have to remind you what needed to happen next. Pay: Php28,000.00 - Php46,760.60 per month Experience: Phones/sales: 2 years (Preferred) Language: English (Required) Work Location: Remote