Job Title: Digital Response Representative
Department: Marketing
Reports To:  Marketing Manager
Location: Ventura

Summary
We are seeking a highly motivated and customer-focused Digital Response Representative to manage inbound leads from our online advertising channels (Yelp, Thumbtack, Google, Facebook, Instagram, and Brand Website). This individual will be the first point of contact for potential customers, providing timely and informative responses to inquiries and converting them into scheduled appointments.

Lead Response:

• Promptly respond to all inbound leads across various digital platforms with a focus on accurately booking them for service.
• Determine the most appropriate response method (digital vs. phone) based on the nature of the lead and customer preferences.
• Qualify leads, gather project details, and schedule appointments for plumbing services.
• Maintain a high level of professionalism and courtesy in all customer interactions.

Tracking:

• Diligently track all lead interactions and outcomes in the company CRM.
• Maintain an organized and up-to-date spreadsheet of all inbound reviews.
• Analyze lead trends and provide insights to the marketing team to improve lead generation and conversion strategies.

Customer Service:

• Build rapport with potential customers, addressing their questions and concerns in a timely manner.
• Collaborate with the service team to ensure seamless booking.

Experience:

• 1-2 years of experience in a customer service or sales-related role, preferably in a service-based industry.
• Experience with online advertising platforms (Yelp, Thumbtack, Google, Facebook, Instagram, etc.) is a plus.

Mandatory Skills:

• Ability to build rapport and trust with customers.
• Feel comfortable making outbound phone calls to customers.
• Experience with Microsoft Office Suite (especially Excel)

You're a great fit if you're:

• Self-motivated and care about your work.
• Adaptable to potential changes in operational flow.
• Have a culture first mindset, and are coachable on process.

Compensation:

$18 - $22