Lead Engagement Specialist

Job Summary / Overview

The Lead Engagement Specialist (New Homes) plays a critical role in shaping the first impression and overall journey for prospective homebuyers. This position is responsible for managing and nurturing inbound leads generated through digital marketing channels while delivering an informative, engaging, and highly personalized introduction to the community.

Serving as both a lead engagement specialist and lifestyle ambassador, this role blends strong phone-based sales skills, customer service excellence, and discovery-driven conversations to educate prospects on the community, amenities, and lifestyle offerings. The goal is to create excitement, build trust, and prepare each guest for a meaningful and well-curated community visit.

This individual acts as a key connection point between prospective buyers and the Sales Team—ensuring every interaction is informative, professional, and aligned with delivering a world-class guest experience. Through thoughtful questioning, active listening, and deep knowledge of the community, the Lead Engagement Concierge helps guide prospects from initial inquiry to scheduled visit, setting the stage for successful conversions.

Essential Duties and Responsibilities

The following statements describe the principal functions of this position and are not intended to be all-inclusive. Individuals may be expected to perform other duties as assigned, including working in different areas to cover absences or balance the workload.  Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Lead Engagement & Phone-Based Sales Excellence
• Serve as the first point of contact for all inbound leads, delivering a professional, informative, and engaging experience via phone, email, and text. 
• Conduct high-quality discovery calls to understand each prospect’s needs, lifestyle preferences, timeline, and homeownership goals. 
• Utilize strong phone presence, tone, and communication skills to build rapport, establish trust, and create excitement about the community. 
• Provide comprehensive and accurate information about the community, home offerings, amenities, lifestyle programs, and overall value proposition. 
• Effectively guide conversations to move prospects toward scheduling a visit or appointment. 
• Overcome objections with confidence while maintaining a consultative and service-focused approach. 

Guest Experience Preparation & Personalization

• Prepare prospects for their community visit by setting clear expectations and creating a personalized, well-informed experience. 
• Identify opportunities to enhance visits through tailored recommendations, including amenities, events, and lifestyle experiences aligned with the prospect’s interests. 
• Capture detailed customer profiles within the CRM, including motivations, preferences, and key decision factors. 
• Ensure a seamless and warm handoff to the Sales or Community Experience teams, providing all relevant insights to support a customized visit. 

Lead Management & CRM Utilization

• Qualify, prioritize, and manage inbound leads based on established criteria and readiness to engage. 
• Maintain accurate, detailed, and up-to-date records of all interactions within the CRM system. 
• Track communication history, preferences, and engagement to support effective follow-up and nurturing. 
• Execute lead nurturing campaigns to maintain consistent engagement with prospects over time. 

Collaboration & Continuous Improvement

• Partner closely with Sales, Marketing, and Community Experience teams to ensure alignment across the customer journey. 
• Provide feedback on lead quality, trends, and opportunities to improve marketing effectiveness and conversion rates. 
• Analyze lead performance metrics and identify opportunities to enhance engagement strategies and outcomes. 
• Support the ongoing refinement of scripts, processes, and best practices to elevate the guest experience. 

Reporting & Administrative Support

• Track and report on lead activity, conversion rates, and engagement metrics on a weekly, monthly, quarterly, and annual basis. 
• Maintain an organized workspace and ensure timely completion of administrative tasks, reports, and follow-ups. 
• Utilize CRM and Microsoft Office tools (Excel, Outlook, etc.) to manage data, reporting, and communication. 

Professional Standards

• Maintain a polished, professional demeanor in all interactions with prospects, residents, and team members. 
• Uphold company standards, safety practices, and confidentiality at all times. 
• Demonstrate flexibility and adaptability in a fast-paced, performance-driven environment. 
• Perform additional duties as assigned. 

Qualifications (Education, Experience, Technical Skills)

• Education and Experience:
• High School Diploma or equivalent required 
• 2–3+ years of experience in lead management, inside sales, call center, hospitality, or customer engagement roles 
• Real estate, phone sales, or appointment-setting experience strongly preferred 
• Experience in a high-volume inbound call environment preferred 

Skills and Knowledge:

• Exceptional phone communication skills with the ability to engage, influence, and build rapport quickly 
• Strong discovery and active listening skills with a consultative sales approach 
• Ability to clearly and confidently present detailed community and product information 
• Proficiency in CRM systems and lead management tools 
• Strong organizational, time management, and multitasking abilities 
• Data-driven mindset with the ability to analyze metrics and improve performance 
• Proficiency in Microsoft Office (Excel, Outlook, Word) 
• Ability to learn new systems and technologies quickly 
• Bilingual (Spanish) preferred but not required 

Personal Attributes:

• Energetic, engaging, and customer-focused with a passion for creating exceptional experiences 
• Strong attention to detail and commitment to accuracy 
• Self-motivated with a proactive and results-oriented mindset 
• Professional, positive, and resilient under pressure 
• Team-oriented with strong collaboration skills 
• High level of integrity and accountability 

Certifications and Licenses

• Valid Florida Driver’s License with an acceptable driving record required 
• Florida Real Estate License is required

Colen Built Development provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and expression, genetic information, marital status, status about public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Colen Built Development will provide reasonable accommodations for qualified individuals with disabilities in a drug-free workplace.