Lead Manager

**Position Overview**:
Central Park Puppies, a reputable puppy-matching platform, is seeking a dedicated Lead Manager to join our team. This multifaceted role encompasses sales, appointment setting, and client communication, with a primary focus on guiding potential clients through the puppy matching process and ensuring a seamless experience from inquiry to adoption.

**Key Responsibilities**:

- **Client Engagement and Sales**: Engage with potential clients over the phone, Zoom, or other communication channels, establishing rapport and understanding their needs to guide them towards selecting the perfect puppy companion.
- **Appointment Setting**: Coordinate and schedule appointments for potential puppy adopters with our Puppy Concierge team, ensuring efficient communication and a smooth scheduling process.
- **Empathy and Rapport Building**: The lead manager should not only understand the emotions and concerns of customers but also actively work on building rapport to create genuine connections. This involves listening attentively to their needs, showing genuine interest in their stories, and responding with empathy and understanding.
- **Lead Nurturing**: Assist in nurturing leads through regular communication, providing updates on available puppies, and answering preliminary questions to maintain client interest.
- **CRM Management**: Maintain accurate client information in our Customer Relationship Management system, ensuring accessibility and organization of client data.
- **Sales Support**: Provide support to the sales team by assisting in closing sales, addressing customer concerns, and ensuring customer satisfaction throughout the adoption process.

**Key Requirements**:

- **Exceptional Communication Skills**: Ability to engage positively with clients, maintain enthusiasm, and provide knowledgeable responses to client inquiries.
- **Sales Experience**: Previous experience in sales, particularly over the telephone, with demonstrated closing skills and a track record of meeting or exceeding sales targets.
- **Organizational Skills**: Detail-oriented with the ability to manage multiple tasks simultaneously, ensuring accurate scheduling and record-keeping.
- **Customer Service Excellence**: Dedication to providing exceptional customer service, representing Central Park Puppies' values and commitment to client satisfaction.
- **Passion for Animals**: Genuine love for animals, particularly puppies, and a dedication to enhancing the happiness they bring to family life.
- **Technological Proficiency**: Proficiency in CRM software, Microsoft Office Suite, and reliable internet connection for remote work.

**What We Offer**:

- Competitive compensation package with excellent incentive structure.
- Opportunity for career advancement in a supportive and energetic environment.
- Remote work with set hours, eliminating the need for cold calling.
- Supportive work environment with opportunities for growth and development.

**Application Process**:
**MOCK CALL**:
Background: You are an appointment setter for HappyPups, an online puppy sales platform. Your role involves reaching out to potential customers who have shown interest in adopting puppies.

[REP] Opening Statement: “Hello, this is [REP] calling from HappyPups. May I speak with [Customer’s Name]?”

[CUSTOMER] Opening Statement: “Yes, speaking.”

Notes for the [REP]:

- Focus on Sound and Tone: Ensure you sound enthusiastic, upbeat, and friendly, making the potential customer feel at ease and excited about the possibility of adopting a puppy.
- Feel free to improvise on the response
- Here’s What You’ll Say: “Hi [Customer’s Name], I noticed you recently showed interest in our puppy adoption services. We have several adorable puppies looking for their forever homes and thought you might like to schedule a call. We have a few slots open next week. Would that work for you?”

**Job Types**: Full-time, Part-time

Expected hours: 30 - 40 per week

**Experience**:

- Customer service: 1 year (preferred)