Lead Coordinator - Job Description (HVAC & Plumbing Business)

Position Title: Lead Coordinator

Department: Sales & Operations

Reports To: Sales Manager / General Manager / Owner

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Primary Objective

To manage all inbound and outbound sales leads for service, maintenance, install, and replacement departments—ensuring timely follow-up, qualification, assignment, and tracking of leads through the CRM to maximize close rates and revenue.

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Key Responsibilities

Lead Management

 • Receive, log, and route all incoming leads (web, phone, chat, ads, referrals, etc.)

 • Assign leads to appropriate departments or sales reps based on service type and availability

 • Track and monitor the status of each lead in the CRM (e.g.,ServiceTitan, spreadsheet)

 • Ensure no lead is overlooked or lost

Customer Contact & Qualification

 • Follow up with potential customers within minutes of inquiry if possible 

 • Qualify leads by asking targeted questions (budget, service type, timeline, urgency)

 • Maintain a customer-first mindset to build rapport and trust

CRM Utilization

 • Keep lead data accurate, timely, and updated in the CRM system

 • Track lead sources to analyze performance of marketing efforts

 • Work with marketing team to refine lead generation strategies

Sales Support

 • Schedule estimates and consultations for sales reps or selling techs

 • Prepare documentation, notes, or background info before appointments

 • Follow up on unclosed quotes and expired estimates

Reporting & Analysis

 • Provide daily/weekly reports on:

 • Lead volume

 • Source effectiveness

 • Close rates

 • Conversion bottlenecks

 • Identify trends and propose process improvements

Collaboration

 • Coordinate closely with sales team, dispatchers, service techs, and install crews

 • Attend regular sales meetings to review progress and forecast future opportunities

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Required Skills & Tools

 • Strong communication and interpersonal skills

 • Experience with industry CRMs (e.g., ServiceTitan, Salesforce)

 • Ability to multitask in a fast-paced environment

 • Analytical thinking and a proactive mindset

 • Comfortable with spreadsheets and reporting tools

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Preferred Qualifications

 • 5 years in a customer service or sales coordination role (home services or trades a plus)

 • Familiarity with HVAC, plumbing, or construction terminology

 • Experience handling inbound and outbound sales calls or setting appointments

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Success Metrics

 • Lead response time with high sense of urgency from inquiry)

 • Lead-to-appointment conversion rate

 • Appointment-to-sale conversion rate

 • Revenue generated from tracked leads

 • CRM data accuracy and reporting consistency

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