Lead Management & Inside Sales Associate

About the Role

We are seeking a highly proactive, bilingual, and customer-focused Inside Sales Associate (ISA) to support the inbound lead management process for a growing U.S.-based real estate team. This role will be responsible for managing the full lead lifecycle from initial inquiry through qualified handoff to licensed agents.

The ISA will serve as the first point of contact for inbound leads across multiple channels and sources, providing timely engagement, qualifying interest and intent, and ensuring a seamless transition through the next stages of the real estate journey. This role plays a critical part in improving lead response time, nurturing opportunities, and supporting overall conversion efforts while allowing leadership to focus on growth initiatives and agent enablement.

The ideal candidate thrives in a fast-paced, process-driven environment, demonstrates excellent communication and follow-up skills, and is comfortable balancing multiple conversations, systems, and priorities simultaneously.

Key Responsibilities

Lead Management & Client Engagement

• Serve as the first point of contact for inbound real estate leads across multiple channels and lead sources
• Conduct timely outreach to engage, nurture, and qualify leads through calls, text messages, email, and CRM communication
• Provide publicly available property information and answer general real estate-related inquiries
• Build rapport with prospects and assess timeline, motivation, readiness, and overall intent
• Maintain consistent follow-up communication to nurture leads and move them through the sales pipeline
• Ensure all lead interactions are documented accurately within CRM systems

Lead Qualification & Handoff Coordination

• Identify when inquiries require licensed real estate guidance and facilitate a warm transfer to Tracy Nelson or the appropriate licensed team member
• Coordinate warm introductions to Point Mortgage for pre-approval once a lead demonstrates purchase readiness
• Route qualified and pre-approved leads into the agent round robin system for assignment
• Maintain clear communication between internal stakeholders to ensure a seamless customer experience

CRM & Pipeline Management

• Manage and maintain lead records across CRM and communication platforms
• Track lead progress, status changes, follow-up activities, and next steps to ensure no opportunity is missed
• Follow established scripts, workflows, and lead handling procedures while contributing ideas for optimization
• Support lead incubation strategies and ongoing workflow improvements alongside the Systato account management team

Communication & Customer Experience

• Deliver a high level of customer service while communicating professionally across phone, Zoom, email, SMS, and internal communication channels
• Manage Spanish-speaking and English-speaking leads effectively, ensuring a positive and consistent client experience
• Respond promptly to inquiries and proactively resolve concerns or escalate issues when necessary
• Maintain accurate notes and documentation for all customer interactions

Operational Support

• Collaborate closely with internal agents, mortgage partners, and leadership teams to ensure smooth lead transitions
• Assist with reporting, lead tracking, and pipeline visibility as needed
• Contribute to process improvements and best practices that enhance lead conversion and operational efficiency

Required Qualifications

• 2+ years of experience in Inside Sales, Real Estate ISA, Customer Success, Leasing, Appointment Setting, Lead Management, or a customer-facing sales/support role
• Bilingual English and Spanish proficiency (required) with strong verbal and written communication skills
• Experience managing inbound and/or outbound customer interactions through phone, email, chat, and text messaging
• Strong communication, rapport-building, and relationship management skills
• Ability to multitask, prioritize urgent leads, and maintain organization in a fast-paced environment
• Comfortable working within scripts, SOPs, and CRM workflows
• Strong follow-up discipline and attention to detail

Preferred Qualifications

• Previous experience supporting U.S.-based real estate teams, brokerages, leasing, relocation, or ISA functions
• Familiarity with real estate CRMs such as Follow Up Boss, GoHighLevel, Salesforce, HubSpot, Lofty, or similar platforms
• Experience with MLS, Zillow, Dotloop, DocuSign, or real estate transaction-related systems
• Previous experience qualifying leads, appointment setting, or nurturing sales pipelines
• Experience coordinating with mortgage partners or licensed real estate agents is a plus

Technical Requirements

• Reliable high-speed internet connection
• Quiet and professional remote work environment
• Comfortable using multiple CRMs, communication tools, and browser-based platforms simultaneously
• Proficiency with Google Workspace and/or Microsoft Office Suite
• Comfortable participating in phone calls and Zoom meetings

What Success Looks Like

• Inbound leads are engaged quickly and consistently
• Qualified leads are effectively nurtured and transitioned to agents
• Warm introductions to mortgage partners are completed efficiently
• CRM records remain organized, updated, and actionable
• Spanish-speaking and English-speaking leads receive exceptional support and timely communication
• Lead response times, engagement metrics, and conversion goals are consistently achieved
• Collaboration between agents, mortgage partners, and leadership remains smooth and efficient

Why Join Us

• Join a fast-growing U.S.-based real estate organization focused on operational excellence and lead conversion
• Long-term remote opportunity with growth potential
• Work directly with leadership and gain exposure to high-impact real estate operations
• Structured systems, scripts, and ongoing optimization support provided
• Collaborative and performance-driven team culture focused on customer experience and results