CRM Manager / Appointment Setter at AB Group PLLC

Position Overview * ABG is seeking a highly responsive, articulate, and results-driven Appointment Setter and HubSpot CRM Manager. * This person will be responsible for contacting new inbound leads within 60 seconds of: * Submitting a contact form through the ABG website. * Calling ABG’s front desk line. * Leaving a voicemail or missed call. * Entering ABG’s lead system through another marketing channel. * This position requires an exceptionally high sense of urgency. Every minute of delay reduces the likelihood of connecting with and converting a prospective client. * The successful candidate must have impeccable spoken and written English, a confident telephone presence, strong listening skills, and the ability to communicate professionally with business owners, developers, contractors, investors, property owners, and other decision-makers. * The role also includes cold calling and cold emailing targeted contact lists to create new relationships and generate opportunities in specific geographic and industry markets. Core Responsibilities Inbound Lead Response * Monitor website inquiries, phone calls, voicemails, emails, and assigned lead notifications throughout working hours. * Call every new website lead within 60 seconds of form submission. * Return every missed front desk call within 60 seconds of receiving the notification. * Answer live calls promptly and professionally whenever assigned to front desk coverage. * Send an immediate follow-up email when a lead does not answer. * Continue following up through an organized call and email cadence until the lead: * Responds. * Schedules an appointment. * Requests future follow-up. * Is confirmed as unqualified. * Opts out of further communication. * Never allow an inbound lead to sit in HubSpot without a documented response attempt and scheduled next action. Lead Qualification * Conduct an effective initial conversation to understand: * Prospect name, company, and contact information. * Project address and geographic location. * Project type and intended use. * Requested architectural, engineering, interior design, permitting, or consulting services. * Current project status. * Estimated project size and scope. * Target schedule. * Preliminary construction or design budget. * Property ownership or site-control status. * Decision-makers involved. * How the prospect heard about ABG. * Identify whether the opportunity is aligned with ABG’s services and target markets. * Ask clear and direct questions without making the prospect feel interrogated. * Avoid providing technical, legal, pricing, or code-related advice beyond the approved qualification script. * Escalate urgent, high-value, or strategically important opportunities immediately. Appointment Setting * Schedule qualified prospects with the correct ABG team member. * Confirm the appointment date, time, meeting format, project address, and attendee information. * Send calendar invitations and confirmation messages immediately. * Send appointment reminders to improve attendance. * Reschedule cancelled or missed appointments quickly. * Ensure the assigned ABG team member has complete qualification notes before the meeting. * Follow up after the appointment when directed and update the opportunity status in HubSpot. HubSpot CRM Management * Serve as the day-to-day owner of sales data quality in HubSpot. * Create and maintain accurate: * Contact records. * Company records. * Deal records. * Lead-source information. * Deal stages. * Activity records. * Follow-up tasks. * Appointment records. * Log every call, voicemail, email, response, qualification note, appointment, and follow-up action. * Ensure every open lead has: * A clearly assigned owner. * The correct pipeline stage. * Complete contact information. * A documented last activity. * A scheduled next action. * A realistic follow-up date. * Move deals through ABG’s sales pipeline based on verified activity: * First Contact. * Discovery. * Send Fee. * Fee Sent. * Standby. * Accepted. * Send Contract. * Contract Sent. * Project Won or Project Lost. * Prevent duplicate contacts, companies, and deals. * Standardize naming conventions and correct incomplete or inaccurate records. * Identify stale deals, overdue tasks, missing follow-ups, and opportunities without recent activity. * Maintain lead lists, call queues, workflows, templates, sequences, and reporting dashboards. * Produce daily and weekly reports covering: * New inbound leads. * Average response time. * Leads contacted within 60 seconds. * Contact rate. * Qualified leads. * Appointments scheduled. * Appointment attendance rate. * Outbound calls and emails. * New relationships created. * Pipeline-stage movement. * Stale or neglected opportunities. * CRM data-quality issues. Cold Calling and Cold Emailing * Conduct structured outbound campaigns targeting ABG’s priority markets. * Call and email prospective: * Real estate developers. * General contractors. * Commercial property owners. * Real estate investors. * Brokers and tenant representatives. * Property managers. * Franchise owners and operators. * Restaurant and hospitality groups. * Retail and industrial businesses. * Multifamily and residential developers. * Strategic referral partners. * Research contacts and verify names, titles, companies, telephone numbers, email addresses, locations, and market relevance. * Use approved scripts and email templates while keeping conversations natural and personalized. * Introduce ABG’s capabilities clearly and confidently. * Focus on building relationships, identifying upcoming projects, and securing introductory meetings. * Handle common objections professionally and continue the conversation without becoming aggressive. * Document all outbound activity and prospect responses in HubSpot. * Create follow-up tasks for every viable prospect. * Maintain organized prospect lists by market, relationship type, campaign, and opportunity status. * Provide feedback on which industries, messages, and contact lists generate the strongest results. Non-Negotiable Performance Standards * Demonstrate an exceptional sense of urgency at all times. * Contact new inbound leads within 60 seconds during assigned coverage hours. * Maintain impeccable spoken and written English. * Communicate clearly without grammatical errors, excessive filler words, slang, or an unprofessional tone. * Remain available and attentive during scheduled lead-response coverage. * Treat every inbound inquiry as a time-sensitive potential client. * Complete CRM updates immediately after each interaction. * Never rely on memory or personal notes in place of HubSpot documentation. * Never leave a lead without a clearly documented next action. * Follow through on commitments without repeated reminders. * Maintain a polished, confident, helpful, and professional demeanor. * Protect confidential client, project, and company information. Key Performance Indicators * Percentage of inbound leads called within 60 seconds. * Average first-response time. * Inbound lead contact rate. * Qualified-lead rate. * Appointment-setting rate. * Appointment attendance rate. * Missed appointment recovery rate. * Number of outbound calls completed. * Number of personalized outbound emails sent. * Outbound contact and response rate. * Number of qualified outbound appointments scheduled. * Number of new strategic relationships created. * Percentage of CRM records with complete required information. * Percentage of open opportunities with a scheduled next activity. * Number of stale or overdue opportunities. * Accuracy and timeliness of daily and weekly reports. Required Qualifications * Exceptional spoken and written English. * Clear, confident, and professional telephone voice. * Strong listening, questioning, and note-taking skills. * Demonstrated success in appointment setting, inside sales, lead qualification, business development, or customer service. * Experience using HubSpot CRM or a comparable CRM platform. * Ability to learn ABG’s services, target markets, qualification criteria, and sales process. * Ability to work quickly without sacrificing accuracy or professionalism. * Strong organizational skills and consistent attention to detail. * Ability to manage a high volume of calls, emails, tasks, and records. * Comfortable speaking with senior decision-makers and business owners. * Ability to handle rejection and objections without losing momentum. * Reliable internet, telephone access, and a professional work environment if working remotely. Preferred Qualifications * Experience managing HubSpot contacts, companies, deals, tasks, lists, workflows, sequences, and reports. * Experience in architecture, engineering, construction, commercial real estate, professional services, or a related industry. * Experience with business-to-business cold calling and email outreach. * Familiarity with calendar scheduling, email platforms, contact databases, and list-building tools. * Experience qualifying projects involving architecture, engineering, permitting, construction, development, or property improvements. Personal Characteristics * Urgent and highly responsive. * Persistent without being pushy. * Organized and process-oriented. * Competitive and motivated by measurable results. * Comfortable being held accountable to activity and conversion targets. * Professional under pressure. * Coachable and receptive to call reviews and feedback. * Proactive in identifying problems and recommending improvements. * Consistent, dependable, and disciplined. * Focused on creating an excellent first impression of ABG. What Success Looks Like * Prospective clients are contacted while their interest is at its highest. * Every lead receives fast, professional, and persistent follow-up. * Qualified prospects are consistently converted into scheduled appointments. * ABG’s HubSpot pipeline is accurate, current, and easy for leadership to manage. * No viable opportunity is lost because of slow response, poor communication, or missing follow-up. * Outbound campaigns create measurable new relationships and qualified opportunities in ABG’s target markets. * ABG’s leadership receives reliable reporting and has complete visibility into every active prospect and next action. Candidate Evaluation * Final candidates may be asked to complete: * A mock inbound lead-response call. * A cold-call role-play. * A written follow-up email exercise. * A HubSpot data-entry and pipeline-management exercise. * A spoken-English and communication assessment.

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