Appointment Setter / CRM Manager

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.