USA Floor Surfaces

Lead Conversion Team Lead – Inbound Appointment Setting
USA Floor Surfaces LLC Full-time W-2 | Remote (Possible hybrid in the future) | Eastern Time South Florida candidates only $70,000 base salary + up to $15,000 annual performance bonus Target compensation: $85,000
About USA Floor Surfaces:
USA Floor Surfaces is a growing South Florida home-improvement company specializing in decorative concrete resurfacing for pool decks, driveways, and patios.
We generate a substantial and growing volume of inbound leads through paid advertising. As we increase our advertising investment, we need a strong hands-on leader to ensure those leads are contacted quickly, followed up with consistently, qualified correctly, and converted into legitimate in-home sales appointments.
We are hiring a Lead Conversion Team Lead to help build the first scalable version of our appointment-setting department.
The Opportunity:
This is a player-coach position.
You will initially supervise one existing appointment setter while personally handling inbound leads, difficult conversations, overflow, and temporary coverage gaps. You will then help recruit, train, and manage additional setters as the department grows.
This is not a traditional call-center management position in which you only review reports and attend meetings. It is also not a standard appointment-setting position in which you are responsible only for your own production.
You will be responsible for both:
<ul>
<li>Personally helping convert inbound leads into qualified appointments.</li>
<li>Building and improving the people, processes, scripts, reporting, and coverage model used by the entire department.</li>
</ul>
The position is intended to develop into a full Lead Conversion Manager role as the team and lead volume grow.
Your Mission:
Convert more inbound leads into qualified, attended sales appointments while building a dependable and scalable Lead Conversion department.
The goal is not simply to put appointments on the calendar. The goal is to produce genuine sales opportunities for our outside sales representatives while maintaining fast response times, persistent follow-up, strong appointment quality, clean CRM records, and dependable coverage.
What You Will Own:
Hands-On Lead Conversion
<ul>
<li>Personally respond to inbound leads by phone, SMS, and email.</li>
<li>Handle overflow, difficult leads, and escalated objections.</li>
<li>Rework leads that do not initially schedule.</li>
<li>Use persistent but professional follow-up.</li>
<li>Qualify customers for service area, project type, homeowner status, appointment expectations, and decision-maker participation.</li>
<li>Schedule legitimate in-home consultations for the outside sales team.</li>
<li>Help cover temporary staffing gaps when necessary.</li>
<li>Remain close enough to live conversations to understand why leads are or are not converting.</li>
</ul>
Setter Management and Coaching
<ul>
<li>Directly supervise the existing appointment setter and future setters.</li>
<li>Establish clear daily and weekly performance expectations.</li>
<li>Review recorded calls and written conversations.</li>
<li>Conduct weekly one-on-ones, call reviews, and roleplays.</li>
<li>Provide specific written and verbal coaching.</li>
<li>Hold setters accountable for follow-up, qualification, appointment quality, and CRM compliance.</li>
<li>Address performance problems promptly and professionally.</li>
<li>Recognize strong performance and reinforce effective behaviors.</li>
</ul>
Scripts, Objections, and Process Development
<ul>
<li>Build and continuously improve the primary appointment-setting script.</li>
<li>Create objection-handling frameworks for price, timing, spouse or partner involvement, in-home appointments, and other recurring objections.</li>
<li>Standardize qualification, scheduling, confirmation, cancellation, rescheduling, and no-show recovery procedures.</li>
<li>Build follow-up cadences for leads that do not initially book.</li>
<li>Create practical SOPs that setters can follow consistently.</li>
<li>Develop a repeatable onboarding and certification process for future setters.</li>
</ul>
Coverage and Staffing
<ul>
<li>Help establish reliable human coverage from 8:00 a.m. to 8:00 p.m. Eastern, Monday through Sunday.</li>
<li>Create setter schedules and shift-handoff standards.</li>
<li>Identify uncovered hours and capacity constraints.</li>
<li>Help recruit, evaluate, onboard, and train additional setters.</li>
<li>Plan for PTO, absences, turnover, evening coverage, and weekend coverage.</li>
<li>Provide limited overflow or emergency coverage while the team is being built.</li>
</ul>
You will be accountable for coverage, but you will not be expected to personally work every hour the department is open.
Metrics and Performance Optimization
<ul>
<li>Maintain a reliable weekly Lead Conversion scorecard.</li>
<li>Track performance by setter, source, campaign, day, time, and lead age when reliable data is available.</li>
<li>Monitor speed-to-lead, contact rate, booking rate, show rate, cancellation rate, no-show rate, Qualified Sit Rate, and Lead-to-Qualified-Sit Conversion.</li>
<li>Identify untouched leads, aging leads, incomplete records, and follow-up failures.</li>
<li>Diagnose where leads are being lost and recommend specific corrective actions.</li>
<li>Test changes to scripts, staffing, follow-up, qualification, and confirmation procedures.</li>
<li>Present concise weekly findings and priorities to ownership.</li>
<li>Demonstrate measurable improvement without sacrificing appointment quality.</li>
</ul>
GoHighLevel and CRM Ownership:
USA Floor Surfaces uses GoHighLevel as its primary CRM.
You are not required to be a software developer or personally build every complex workflow. A technical contractor may be used for advanced configuration.
You will be expected to:
<ul>
<li>Understand the Lead Management pipeline and lead lifecycle.</li>
<li>Ensure every lead has an accurate status, owner, notes, tasks, and disposition.</li>
<li>Define the business requirements for fields, workflows, alerts, routing, and reports.</li>
<li>Communicate those requirements clearly to a technical implementer.</li>
<li>Test CRM changes before they are approved for production.</li>
<li>Identify missing, inaccurate, or contradictory data.</li>
<li>Enforce consistent CRM usage across the setter team.</li>
<li>Verify that reports accurately reflect what is happening operationally.</li>
<li>Make or coordinate basic CRM improvements when appropriate.</li>
</ul>
What This Position Does Not Own:
This position does not automatically own:
<ul>
<li>Paid advertising strategy or media buying</li>
<li>Outside-sales presentations, pricing, or closing</li>
<li>Post-estimate Rehash or Lead Recovery handled by Inside Sales</li>
<li>Project management or installation operations</li>
<li>Complex CRM development or custom software programming</li>
</ul>
The Lead Conversion Team Lead must coordinate effectively with ownership, Marketing, Outside Sales, Inside Sales, and the company’s CRM implementer.
What Success Looks Like:
Within the first 90 days, you should be able to:
<ul>
<li>Understand the company’s services, customers, qualification standards, and lead lifecycle.</li>
<li>Audit representative calls, messages, appointments, and CRM records.</li>
<li>Establish a trustworthy performance baseline.</li>
<li>Identify the most important conversion leaks.</li>
<li>Improve and standardize the appointment-setting script.</li>
<li>Launch a recurring call-review and coaching cadence.</li>
<li>Establish clear follow-up, qualification, confirmation, and CRM standards.</li>
<li>Produce a reliable weekly scorecard.</li>
<li>Deliver a practical staffing plan for seven-day coverage.</li>
<li>Document the department’s core operating procedures.</li>
<li>Present a prioritized plan for the next stage of growth.</li>
</ul>
Longer term, success means the company can increase advertising and lead volume without allowing response times, follow-up, qualification, appointment quality, or CRM accuracy to deteriorate.
Required Qualifications:
<ul>
<li>Demonstrated success in inbound sales, appointment setting, business development, call-center operations, or lead conversion.</li>
<li>Experience personally handling inbound leads and objections by phone.</li>
<li>Experience coaching, supervising, or leading appointment setters, sales development representatives, BDC representatives, or similar employees.</li>
<li>Strong call-review and coaching ability.</li>
<li>Ability to build practical scripts and objection-handling frameworks.</li>
<li>Strong understanding of conversion metrics and funnel performance.</li>
<li>Experience using CRM systems to manage lead status, follow-up, appointments, and reporting.</li>
<li>Ability to distinguish between activity metrics and meaningful business outcomes.</li>
<li>Strong written and verbal communication.</li>
<li>High level of personal accountability and attention to detail.</li>
<li>Comfortable working in a growing company where some systems are still being developed.</li>
<li>Available to work primarily during Eastern Time business hours with limited flexibility for evening or weekend coverage needs.</li>
</ul>
Preferred Qualifications:
<ul>
<li>Home-services, remodeling, roofing, HVAC, solar, flooring, automotive BDC, or other high-value appointment-setting experience.</li>
<li>Experience improving contact, booking, show, or qualified-appointment rates.</li>
<li>Experience hiring and onboarding appointment setters.</li>
<li>Experience managing a small team while remaining personally productive.</li>
<li>Familiarity with GoHighLevel.</li>
<li>Experience working with paid inbound leads from Meta or Google.</li>
<li>Experience building QA scorecards, weekly performance reports, or setter onboarding programs.</li>
<li>South Florida residency or familiarity with the South Florida market.</li>
</ul>
Who This Role Is Not For
This position is unlikely to be a fit if:
<ul>
<li>Your background is limited to general customer service without sales or conversion accountability.</li>
<li>Your experience is exclusively outbound prospecting with little inbound lead-management experience.</li>
<li>You want a management role in which you will never personally handle leads.</li>
<li>You are interested only in individual appointment production and do not want to coach or manage others.</li>
<li>You rely on activity volume without analyzing appointment quality or downstream results.</li>
<li>You describe yourself as “data-driven” but cannot calculate and explain basic funnel conversion rates.</li>
<li>You need ownership to tell you which leads, calls, or problems require attention every day.</li>
<li>You believe CRM ownership means simply asking a developer to create a dashboard without defining or testing the underlying business logic.</li>
</ul>
Compensation:
<ul>
<li>Base salary: $70,000</li>
<li>Annual performance bonus opportunity: Up to $15,000</li>
<li>Target annual compensation: $85,000</li>
<li>Full-time W-2 employment</li>
<li>Bonus performance is evaluated quarterly.</li>
</ul>
The bonus is based primarily on:
<ul>
<li>Lead-to-Qualified-Sit Conversion</li>
<li>Qualified Sit Rate</li>
<li>Verified data integrity and CRM compliance</li>
<li>Completion of required reporting, coaching, and coverage responsibilities</li>
</ul>
The first 90 days focus on implementing the department’s operating system. Subsequent bonus periods focus primarily on measurable conversion and appointment-quality results.
Schedule and Location
<ul>
<li>Full-time position</li>
<li>Primary working schedule will generally be Monday through Friday during Eastern Time business hours.</li>
<li>Some schedule flexibility will be required during onboarding, staffing gaps, or unusual periods of lead volume.</li>
<li>The department must ultimately provide coverage from 8:00 a.m. to 8:00 p.m. Eastern, seven days per week.</li>
<li>This position is accountable for creating and maintaining that coverage but is not expected to personally work all 84 coverage hours.</li>
<li>Remote work is available.</li>
<li>South Florida candidates are strongly preferred for occasional in-person meetings and closer familiarity with the company’s market.</li>
</ul>
Career Path
This position is intended to grow into a full Lead Conversion Manager role as:
<ul>
<li>The setter team expands</li>
<li>Lead volume increases</li>
<li>Seven-day coverage becomes established</li>
<li>Reporting and operating systems become repeatable</li>
<li>Personal appointment-setting responsibilities decline</li>
<li>The employee demonstrates the ability to lead the department without daily ownership involvement</li>
</ul>
Application Instructions
Please include a résumé and brief answers to the following:
<ul>
<li>What types of inbound leads have you personally handled?</li>
<li>How many employees have you directly supervised or coached?</li>
<li>Which conversion metrics were you responsible for?</li>
<li>Describe one measurable improvement you made to contact rate, booking rate, show rate, appointment quality, or another conversion outcome.</li>
<li>What CRM systems have you used, and what did you personally configure, manage, test, or improve?</li>
<li>Are you willing to personally handle inbound leads while managing and building the department?</li>
</ul>
USA Floor Surfaces LLC is an equal opportunity employer. Employment decisions are made based on qualifications, performance, business needs, and the requirements of the position.
Pay: $70,000.00 - $85,000.00 per year
Benefits:
<ul>
<li>Paid training</li>
<li>Work from home</li>
</ul>
Work Location: Hybrid remote in Fort Lauderdale, FL 33338

Lead Conversion Team Lead – Inbound Appointment Setting

Lead Conversion Team Lead – Inbound Appointment Setting

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