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.