Construction Client Success Coordinator

Role Overview EmpowerBuild is seeking a highly organized, responsive, and detail-oriented Virtual Assistant to support daily operations for a growing general contracting and remodeling business. This role is responsible for helping manage new leads, client communication, appointment scheduling, CRM updates, estimate follow-up, document organization, and basic project administration. The ideal candidate understands that speed, clarity, and follow-up are critical in the construction business. This person should be comfortable communicating with homeowners, vendors, subcontractors, and internal team members in a professional and timely manner. This is not just a basic admin role. The person in this position will help prevent missed leads, delayed follow-ups, scattered project information, and poor client communication. Key Responsibilities 1. Lead Intake & Follow-Up Monitor incoming leads from Facebook ads, Google, website forms, referrals, phone calls, email, and CRM inquiries. Respond to new leads quickly through call, text, and email. Collect basic project information, including: Client name Property address Project type Timeline Budget range Photos or videos Preferred appointment times Lead source Qualify leads based on project type and urgency. Schedule consultations, site visits, and follow-up calls. Make sure every lead has a clear next step. 2. CRM & Pipeline Management Maintain and update the GoHighLevel CRM. Move leads through the correct pipeline stages. Create and assign follow-up tasks. Keep contact records accurate and complete. Tag leads based on project type, lead source, and status. Track estimates sent, follow-ups needed, won projects, and lost opportunities. Identify stale leads and help reactivate them. 3. Client Communication Send professional emails, texts, and reminders to prospects and clients. Confirm appointments and consultation details. Request missing information, photos, measurements, or documentation. Send follow-up messages after estimates are delivered. Keep clients informed about next steps. Escalate urgent issues to the owner or project manager. Maintain a professional, clear, and service-focused tone. 4. Estimate & Contract Support Organize estimate requests and supporting details. Prepare client folders with photos, notes, address information, and project scope. Track which estimates are pending, sent, approved, or declined. Follow up on open estimates. Help organize contracts, invoices, agreements, and change order documents. Make sure signed documents are stored correctly. 5. Project Administration Support Help organize active project files in Google Drive or the company’s project system. Maintain folders for: Estimates Agreements Photos Client notes Vendor quotes Permits Invoices Change orders Assist with sending basic project update messages. Track pending client decisions, unpaid invoices, or missing approvals. Help organize punch-list items and post-project follow-up. 6. Vendor & Subcontractor Coordination Help coordinate communication with subcontractors, vendors, and suppliers. Confirm appointment times, delivery dates, or requested documentation. Track vendor quotes and outstanding requests. Escalate scheduling conflicts or urgent issues to the team. 7. Reviews, Referrals & Past Client Follow-Up Send review requests after completed projects. Follow up with satisfied clients for referrals. Help reactivate past leads and old estimates. Organize testimonials, before-and-after photos, and client feedback. Support basic reputation management. Required Skills Strong written and verbal communication Excellent organization and follow-up discipline Experience with CRM systems, preferably GoHighLevel Comfortable using Gmail, Google Calendar, Google Drive, and Google Sheets Ability to manage multiple leads and tasks at once Strong attention to detail Ability to work independently Comfortable communicating with homeowners and contractors Basic understanding of construction, remodeling, or home services preferred Reliable internet connection and professional remote work setup Preferred Experience Construction, remodeling, roofing, real estate, property management, or home services support GoHighLevel CRM experience Appointment setting or sales support Client care or customer service experience Experience handling estimates, contracts, invoices, or project documents Familiarity with Facebook lead forms, Google leads, and referral pipelines Tools Used GoHighLevel Gmail Google Calendar Google Drive Google Sheets Google Docs Canva Phone, SMS, and email systems Project files and shared folders Expected Outcomes First 30 Days The VA should be able to: Learn EmpowerBuild’s services, offers, and client communication style. Understand the main project types: Kitchen remodels Bathroom remodels Full renovations General contracting projects Repair and improvement work Organize the CRM pipeline. Clean up existing leads and contacts. Respond to new leads using approved scripts. Schedule consultations and follow-ups. Create basic lead intake summaries. Set up task reminders for open opportunities. Maintain organized client folders. Identify missing information from leads and project files. 30-Day Success Standard: No new lead should sit untouched without a follow-up task, response, or clear next step. First 60 Days The VA should be able to: Manage daily lead intake with minimal supervision. Keep the CRM updated and accurate. Follow up on open estimates consistently. Help reduce missed opportunities. Track all active prospects by status. Organize project documentation more reliably. Send client reminders and next-step messages. Maintain a weekly lead and estimate follow-up report. Help build simple templates for common client communication. 60-Day Success Standard: The owner should be able to open the CRM and quickly understand the status of every active lead, estimate, and follow-up. First 90 Days The VA should be able to: Own the lead coordination process from first inquiry through estimate follow-up. Maintain clean CRM records without constant correction. Help improve appointment booking consistency. Help improve estimate follow-up conversion. Support project communication and document organization. Track stale leads and recommend reactivation opportunities. Help request reviews and referrals from completed projects. Create weekly reporting around leads, estimates, follow-ups, and won/lost opportunities. 90-Day Success Standard: The VA should function as the company’s administrative command center for leads, follow-up, CRM accuracy, and client communication. Key Performance Indicators Lead Response New lead response time under 5–15 minutes during working hours. 100% of new leads entered or updated in the CRM. 100% of qualified leads assigned a next step. No lead left without a follow-up task. CRM Accuracy Pipeline updated daily. Contact information complete for active leads. Lead source tracked when available. Project type tagged correctly. Lost leads marked with a reason when possible. Estimate Follow-Up Every estimate followed up within 24–48 hours after being sent. Open estimates tracked weekly. Follow-up attempts logged in CRM. Stale estimates flagged for owner review. Appointment Setting Consultations confirmed before appointment time. Client address, scope, and contact details confirmed before site visit. Calendar updated accurately. Missed or rescheduled appointments documented. Client Communication Client messages answered promptly during working hours. Communication is professional, clear, and accurate. Urgent issues escalated quickly. Clients receive consistent next-step updates. Organization Client folders created and maintained. Photos, estimates, contracts, and project notes stored correctly. Missing documents tracked. Weekly admin report submitted. Weekly Reporting Requirements The VA should provide a simple weekly report covering: New leads received Leads contacted Consultations scheduled Estimates sent Estimates needing follow-up Projects won Lost opportunities Stale leads needing attention Reviews requested Client issues or urgent items Recommended improvements