Client Concierge & Lead Setter (US Night Shift) — Growth to Executive Assistant / Operations

Company: INSTALL-IT-DIRECT (San Diego) + Sequoia Outdoor (NorCal)
Type: Full-Time • Long-Term Remote Role • Training Paid • TimeProof required (first 60-90 days)
Schedule: Mon–Fri 8:00 AM – 6:00 PM Pacific (11:00 PM – 9:00 AM PHT)
Pay: Starting base $1,300/month + performance bonuses
Fast-Track: Base moves to $1,500 after 60 days once metrics are met (>=95% live-answer, <=2-min speed-to-lead, clean CRM data).
Tools: Quo (formerly OpenPhone), ContractorIQ (CRM), Slack, Google Workspace

About the Company

INSTALL-IT-DIRECT and Sequoia Outdoor are award-winning luxury landscape design-build companies serving California’s top 1% homeowners.

We design and build complete outdoor living spaces — pavers, porcelain patios/driveways/pool decks, outdoor kitchens, pergolas, fire pits, outdoor fireplaces, retaining/freestanding walls, landscape lighting, artificial grass & putting greens, and more.

Our focus is craftsmanship, efficiency, and a white-glove client experience from the first phone call to project completion. Every tea ---------- mber plays a part in delivering that 5-star standard.

About the Role

You’ll be the first impression of our brand — the calm, upbeat voice who guides clients through their first interaction with us.
Your top priority is answering calls fast and booking in-person design consultations (site visits) with our Senior Design Consultants.

When inbound is light, you’ll proactively re-engage past inquiries (“not the right timing,” non-responsive, or no-decision) to generate new bookings.

This role suits someone who is naturally positive, organized, dependable, and people-oriented — someone who enjoys real conversations, stays composed under pressure, and takes pride in accurate details.

As volume grows, you can grow into an Executive Assistant / Operations role, supporting leadership with admin, reporting, and client-experience initiatives.

What You’ll Do (priority order)
1) Phones & Lead Setting (primary)

Own the line: live-answer inbound calls/texts; return missed calls within 5 minutes.

Respond within 2 minutes to all channels during business hours: Google LSA/Maps/Ads, website, email, Yelp, Houzz, Angi (HomeAdvisor), Nextdoor, BBB.

Qualify naturally (not robotic): confirm service area, scope fit (pavers, porcelain, pergolas, outdoor kitchens, walls, drainage, lighting), and budget fit (“Most projects we take on are $25k+ — does that ballpark fit?”). We have a minimum project size of $15k.

Open the door to new possibilities: help callers see what’s possible beyond their initial idea. Mention related services like lighting, pergolas, drainage solutions, fire features, or outdoor kitchens that their designer can explore during the consultation.

Book the in-person design consultation: confirm address, gate/HOA access, parking, pets, and preferred time window. When appropriate, pencil a follow-up Google Meet presentation 24–72 hours later (the designer will finalize). This is when the designer reviews the client’s investment, design, and solutions discussed during the initial consultation.

Capture true first-touch attribution (without interrogation):

“On Google, was it the green Google Guaranteed box, the map with stars, an ad up top, or a regular result/article?”

“Do you remember what you typed in Google? Even a guess helps.”
Record Source, Sub-type, and Verbatim Keyword in ContractorIQ.

CRM hygiene: every record complete (stage, source + sub-type, verbatim keyword, decision-maker emails, next step). Send invites, confirmations, reminders, and manage reschedules.

2) Service Triage

Handle repair requests or upset clients with empathy and composure. Acknowledge concerns, escalate immediately (via Slack + CIQ note), and follow through until confirmed resolved.

3) Proactive Outreach (when inbound is light)

Re-engage warm leads: follow up with inquiries from the last 6–12 months or those marked “on hold” or “not the right timing.”

Revive missed opportunities: reach out to no-shows, unbooked web leads, and past proposals that went cold to re-book site visits.

Leverage happy clients: call or email recent satisfied clients to remind them about our Referral Rewards Program — how they can earn generous cash rewards by sending us new clients or sharing their experience within their local network.

Encourage 5-star reviews: invite delighted customers to share their experience on Google, Nextdoor, Yelp, BBB, Houzz, etc.

Log every contact in ContractorIQ with outcome notes and next steps.

4) Growth to Executive Assistant / Operations

After phones and outreach are dialed-in:

Support project cost attribution, purchase orders (POs), job cards (JCs), and receivables follow-ups.

Handle new-hire and new-client onboarding checklists.

Coordinate client WOW touches (intro email/call, check-ins, thank-you card + gift, reviews and referrals).

Maintain Slack communications and CIQ checklist compliance.

What Success Looks Like

=95% live-answer rate

<=2-minute speed-to-lead

Steady flow of booked & showed site visits (inbound + outreach)

Clean, accurate data in ContractorIQ every time

Positive client feedback on responsiveness, tone, and professionalism

You’ll Thrive If You…

Have a friendly, positive, and outgoing personality — you genuinely enjoy helping people

Are dependable, organized, and detail-oriented, with strong follow-through

Speak and write excellent English with a warm, confident phone presence

Have 2+ years of experience in phones, appointment-setting, or BPO customer service (US hours preferred)

Are comfortable with CRMs and Google Sheets/Docs

Have a quiet workspace, reliable internet (at least 25/5 Mbps), and backup power

Why Join Us

Stable, long-term role with a clear growth path to Executive Assistant / Operations

Paid training + performance bonuses

Small, hands-on team — you’ll work directly with company leadership

We value positivity, integrity, and accountability — and reward people who bring them every day

How to Apply (follow exactly)

Subject Line (paste this format):
IID Concierge - [Your Name] - Night Shift OK - [Download]/[Upload] Mbps

Include these 3 items:

1. 60-second voice note introducing yourself (Vocaroo or Google Drive link).

2. Speedtest screenshot (Speedtest.net on your work setup).

3. Mini-script (4–6 sentences): A lead told us “not the right time” 6 months ago. Write your best outreach message to book an in-person site visit (and pencil a Google Meet 1–3 days after if they’re open to it).

Short-listed candidates will be invited to a 15-minute mock call interview.