Customer Service & Lead Support Coordinator

Customer Service & Lead Support Coordinator– Rinaldi Brothers

We are looking for a highly organized and customer-focused Customer Service & Lead Support Coordinator to be the first point of contact for our company. This role will be hybrid and is critical to our growth and overall customer experience. You will be responsible for handling inbound calls, following up on leads, and ensuring appointments are booked and managed efficiently.

Responsibilities

• Answer all incoming calls and professionally assist customers with scheduling appointments
• Enter and manage appointments accurately within our CRM system
• Respond to and follow up on all incoming leads from various sources (calls, web forms, chat, marketing campaigns)
• Follow up with past customers to offer additional services and generate new opportunities
• Engage with website chat inquiries and convert them into scheduled appointments
• Understand customer needs and recommend appropriate services
• Clearly explain our services, process, and value to potential customers
• Track and manage all scheduled appointments to ensure accuracy and accountability
• Conduct outbound calls and emails to generate new sales opportunities from our database
• Maintain detailed and organized notes within the system for all customer interactions
• Coordinate with the sales team to ensure smooth handoff of appointments

Skills & Qualifications

• Previous experience in customer service, sales, and/or call handling preferred
• Strong verbal and written communication skills
• Excellent listening skills with the ability to identify customer needs quickly
• Highly organized with strong attention to detail
• Ability to multitask and manage a high volume of calls and leads
• Comfortable working in a fast-paced environment
• Strong time management and prioritization skills
• Confident and professional phone presence
• Ability to handle and de-escalate difficult conversations

What We’re Looking For

• Someone who is proactive, not reactive
• A team player who understands their role impacts the entire company
• Someone who takes ownership of their work and follows through
• A person who is comfortable talking to people all day and enjoys it

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Vision insurance

Work Location: Hybrid remote in North Kingstown, RI 02852