Voice Customer Service Representative - Work from Home Position

Inbound Sales Agent (with Zillow Flex)

Key Responsibilities & Workflows

Lead Engagement & Speed-to-Lead

Rapid Response: Acknowledge all inbound leads within 5 minutes; aim for contact within 30 seconds for high-priority sources.

Zillow Live Calls: Maintain a Never Decline policy for live Zillow transfers. Follow the ALM (Appointment, Location, Motivation) Script to secure a viewing on the very first call.

High Volume Outreach: Execute a minimum of 150 outbound dials per day, including follow-ups and cold/warm lead nurturing.

• Qualification & Appointment Setting
  
  

LPMAMA Method: Use the standard script to identify a lead's Location, Price, Motivation, Agent status, Mortgage status, and Appointment readiness.

Strategic Routing: Use Agent Coverage Maps and real-time calendars to assign leads to the correct local agent.

Logistics Management: Formally set appointments in Follow Up Boss (FUB) and Google Calendar, ensuring all details (Address, Agent, Client Motivation) are included.

• Lead Nurture & Database Management
  
  

30-Day Blitz: For leads with no initial contact, execute a 30-day reach-out plan (2x daily) before moving them to long-term nurture ponds.

Data Integrity: Maintain real-time updates in FUB, including accurate staging, tagging (e.g., Appointment Set, Spoke to Lead), and detailed call notes.

Specialized Handling: Redirect commercial land inquiries and manage lease clients by explaining the buying process and referring them to internal lease specialists.

• Professional Handoffs
  
  

Agent Support: Introduce agents to clients via group texts and confirm all appointments 24 hours and 1 hour in advance to maximize held rates.

Feedback Loop: Follow up with agents the day after an appointment to track outcomes and adjust lead status.