Now Hiring - Sturm Heating, Inc - Residential Lead Coordinator in Spokane, WA

Full description of the position

Sturm Heating is looking for a Residential HVAC Lead Coordinator is responsible for managing, qualifying, and converting incoming residential HVAC leads using Service Titan. This role ensures every lead is properly captured, tracked, scheduled, and followed up to maximize booked appointments and sales opportunities. The Lead Coordinator acts as the bridge between marketing, sales, and the customer while maintaining accurate data and workflows inside Service Titan. Rate of pay: $24.00 to $28.00 per hour +Monthly Incentive bonuses DOE. Required Experience and Skills: * 3-years of phone dispatch experience (Construction trade or telemarketing) HVAC experience * desired. * Strong organizational skills * Strong ability to multi task * Clear and precise customer communication skills * Time Management skills Core Responsibilities Lead Intake & Management (Service Titan) * Receive and manage inbound leads from Service Titan sources including: * Phone calls * Web forms * Marketing Pro / third-party lead providers * Email and chat integrations. * Create and update customers, locations, and jobs in Service Titan * Apply correct lead source, campaign, and job type for accurate tracking. * Use call recordings and call dispositions to ensure proper documentation. * Lead Qualification & Booking Qualify residential HVAC leads using Service Titan call scripts and custom fields: * System type, age, and issues * Home size and comfort concerns * Budget indicators and timeline * Convert qualified leads into booked sales opportunities or estimate jobs * Schedule in-home appointments using Service Titan's dispatch board * Assign jobs to the appropriate comfort advisor or sales technician * Use capacity planning to maximize booking efficiency. Customer Communication & Follow-Up * Serve as the first point of contact for residential sales inquiries. * Send appointment confirmations and reminders via Service Titan * Follow up on: * Un-booked leads * Missed appointments (no-shows) * Aged or stalled opportunities * Document all interactions in job notes and customer records. CRM Accuracy & Workflow Management * Maintain clean, accurate data within Service Titan: * Job statuses * Opportunity stages * Notes, tags, and custom fields Monitor and manage: * Open opportunities * Unsold estimates * Lead aging and response times. * Ensure leads move through the correct Service Titan workflow stages. Reporting & Performance Tracking * Track and report on key metrics using Service Titan dashboards: * Lead response time. * Booking rate. * Show rate. * Opportunity conversion support * Lead source performance. * Identify bottlenecks and recommend improvements to scheduling or lead handling. Sturm Heating Benefits : * Paid Vacation and Holidays * Paid sick leave * 4% 401K match after 6 months * Free basic health, vision, and dental insurance * 7 paid holidays * Great working environment * Working hrs. 8am-5:00 pm with 1 hour lunch break Competencies This position requires strong time management skills and the ability to work with minimal supervision. Must be able to maintain a high level of professionalism and customer service standards in stressful situations. This position requires the ability to communicate effectively, both verbally and written. This position requires a self-starter with excellent problem-solving, analytical skills and mechanical aptitude. Education and Experience This position requires a minimum of six months prior HVAC installation experience. Requires a high school diploma and/or any equivalent of education and experience to meet the essential functions of the job. Must have a valid driver's license and remain insurable under our company insurance policy.