Omni Channel Specialist

Position Overview We are seeking a detail-oriented, highly responsive, and proactive Omni Channel Specialist to manage incoming leads and customer inquiries across digital messaging channels. In this role, you will serve as the initial point of contact for leads generated through Facebook, SMS, and messaging platforms. Your primary goal is to provide rapid, engaging responses, qualify prospective clients, and systematically document detailed notes in our CRM to ensure our sales team can seamlessly follow up and close deals. Key Responsibilities Lead Response & Engagement: Monitor and respond promptly to incoming leads and customer messages across Facebook Messenger, SMS, and related communication platforms during operating hours. Lead Qualification & Conversational Engagement: Initiate dynamic conversations to understand lead intent, answer basic inquiries, assess lead quality, and collect key prospect details. CRM & Lead Management: Create and update accurate lead profiles in our CRM system immediately upon contact. Detailed Sales Documentation: Record clear, thorough, and actionable notes regarding lead preferences, urgency, budget, pain points, and current status for sales reps. Lead Hand-off & Routing: Efficiently assign and hand off qualified leads to designated sales agents or schedule appointments/calls according to company lead distribution rules. Follow-up Management: Execute initial follow-up sequences for unengaged leads to maximize response rates and conversion potential. Process Improvement & Reporting: Maintain awareness of common client questions and feedback to help refine standard response templates and communication strategies. Qualifications & Requirements Experience: 1–3 years of experience in customer service, sales support, lead management, or digital communication roles. Availability: Ability to consistently work Sunday through Thursday from 8:00 AM to 6:00 PM EST. Communication Skills: Excellent written English skills with strong conversational grammar, professional tone, and attention to detail. Technical Aptitude: Familiarity with CRM systems (e.g., GoHighLevel, or similar) and messaging tools (Facebook Meta Suite, SMS platforms). Speed & Efficiency: Strong multi-tasking skills with a high responsiveness standard (aiming for low first-response times). Active Listening & Qualification: Ability to ask relevant qualifying questions and distill long conversations into concise, structured notes for sales teams. Work Environment & Schedule Working Days: Sunday to Thursday Working Hours: 8:00 AM – 6:00 PM EST Off Days: Friday and Saturday Show more Show less