Bilingual Customer Intake & Lead Coordinator – Residential Construction

We are a U.S.-based residential construction and restoration company seeking a highly dependable Bilingual Customer Intake & Lead Coordinator (English/Spanish) for a long-term remote position. This is not a cold-calling or outbound sales position. You will be one of the first points of contact for prospective customers who reach out to our company through inbound phone calls, text messages, website inquiries, referral partners, and online lead sources. Your responsibility is to respond quickly, professionally qualify each opportunity, collect accurate information, schedule appointments, and make sure every lead is properly documented and followed through our system. What You’ll Be Responsible For * Answer incoming customer calls professionally and promptly. * Respond to inbound text messages, emails, website inquiries, and online leads. * Communicate fluently and professionally in both English and Spanish. * Gather complete customer and project information. * Determine the customer’s primary need and accurately classify the opportunity. * Schedule appointments for estimates, inspections, consultations, and site visits. * Confirm appointments and communicate scheduling changes. * Enter and maintain accurate customer and lead information in our CRM/project-management system. * Maintain detailed notes documenting customer conversations and next steps. * Follow up with leads who have not yet scheduled. * Make sure leads do not fall through the cracks. * Coordinate with our sales, estimating, project-management, and field teams when necessary. * Follow established intake procedures, scripts, workflows, and response-time expectations. * Escalate urgent or unusual situations to the appropriate team member. The Person We’re Looking For We are looking for someone who is exceptionally organized, responsive, personable, and comfortable speaking with homeowners. You should be able to manage multiple conversations and tasks simultaneously without losing track of details. Strong candidates will have experience in one or more of the following: * Customer service * Customer intake * Appointment setting * Inbound call handling * Lead management * CRM administration * Administrative coordination * Home services, construction, restoration, roofing, remodeling, insurance restoration, HVAC, plumbing, or a similar service business Construction experience is helpful but not required. We can teach our processes and terminology. We cannot teach reliability, attention to detail, urgency, professionalism, or a genuine desire to take care of customers. English & Spanish Professional fluency in both English and Spanish is required. You must be comfortable having real-time telephone conversations with customers in either language. Written communication should also be clear and professional. Technology You should be comfortable learning and working with cloud-based business systems. Our environment includes CRM/project-management software, phone/text communication systems, email, calendars, Google Workspace, and other construction-related applications. Experience with JobTread is a plus but is not required. We will train the right person. You must have: * A reliable computer * Reliable high-speed internet * A professional and quiet environment for customer calls * A dependable headset/audio setup * The ability to learn new software quickly Availability This is intended to become a long-term position, not a short-term freelance assignment. Because you will be communicating directly with U.S. customers, you must be able to work consistently during agreed-upon U.S. Eastern Time business hours. Reliability and responsiveness during scheduled hours are extremely important. What Success Looks Like Success in this position means: * New inquiries receive a fast response. * Every lead is accurately entered into our system. * Customer information is complete. * Appointments are scheduled correctly. * Follow-ups happen when promised. * Notes are detailed enough that another team member immediately understands the situation. * Customers receive professional and courteous communication. * No legitimate opportunity is forgotten or lost because of poor follow-up. To Apply Please begin your proposal with the words: FORTITUDE INTAKE Then answer the following: 1. Are you professionally fluent in both English and Spanish? 2. What experience do you have handling inbound customer calls and leads? 3. Approximately how many inbound calls, texts, or leads have you managed in a typical day? 4. What CRM or customer-management systems have you used? 5. Have you worked for a construction, roofing, restoration, remodeling, home-services, or insurance-related company? 6. Are you comfortable speaking with homeowners by telephone throughout the day? 7. What hours are you consistently available in U.S. Eastern Time? 8. Please describe your internet connection, computer, headset, and backup plan if your internet or electricity goes down. 9. What is your requested hourly rate for a long-term engagement? 10. Why do you believe you would be particularly good at making sure no lead falls through the cracks? We are looking for someone who wants to become a dependable, long-term part of the team. If you are organized, responsive, bilingual, comfortable on the phone, and take ownership of your work, we would like to hear from you.