Job Description

Customer Support & Follow-Up Specialist\n \nSchedule:\nOption 1 (Monday Friday):\n9:00 AM 5:00 PM EST\nFlexibility may be required based on workload and business demands\n\n \nJob description:\nThe Customer Support & Follow-Up Specialist will support a high-performing sales representative by managing lead follow-ups, maintaining CRM accuracy, improving response times, and ensuring consistent customer communication.\nThis role is focused on maximizing pipeline efficiency, preventing missed opportunities, and enhancing the overall customer experience. The Customer Support & Follow-Up Specialist will act as an operational extension of the sales team, allowing sales agents to focus on closing deals.\nThis is not a closing or negotiation role. Instead, the position is responsible for follow-ups, coordination, organization, and client relationship management.\nThe ideal candidate is proactive, highly organized, and customer-focused, with strong interpersonal skills and the ability to manage multiple conversations and tasks simultaneously.\n \nResponsibilities:\nPerform immediate follow-up on newly assigned leads\nConfirm contact information and conduct basic qualification questions\nExecute structured follow-up sequences via calls, emails, and CRM activities\nRe-engage inactive or unresponsive leads\nEscalate highly interested (hot) leads to the sales representative\nMaintain accurate and updated CRM records, including notes, tags, and deal stages\nIdentify stalled opportunities and prompt necessary next steps\nEnsure consistency and structure in CRM usage and data entry\nSchedule, confirm, and reschedule appointments for the sales agent\nSend reminders and ensure smooth coordination of meetings\nPrepare relevant context and information before scheduled calls\nGather necessary information to support the quoting process\nDraft emails and organize attachments for review by the sales representative\nMonitor missed calls and ensure prompt follow-up\nLog all interactions and assign callbacks as needed\nConduct customer retention and reactivation efforts\nFollow up with past customers to encourage repeat business\nPerform loyalty check-ins and identify upsell opportunities\nEscalate customer needs or potential revenue opportunities\nProvide basic customer support and route pricing or technical questions appropriately\nHandle customer concerns with professionalism and assist in de-escalation when needed\n \nQualifications:\n23+ years of experience in customer service, sales support, or related roles\nExperience handling inbound and outbound communication (calls, emails, follow-ups)\nPrior experience working with CRM systems (e.g., GoHighLevel or similar tools)\nProven ability to manage multiple tasks, leads, and follow-up workflows\nExperience working with diverse customer profiles or multiple companies is a plus\nStrong understanding of customer lifecycle and retention processes\n \nSkills:\nStrong verbal and written communication skills in English\nExcellent interpersonal skills and customer-focused mindset\nHigh level of organization and attention to detail\nStrong follow-up discipline and process-oriented thinking\nProblem-solving and conflict resolution abilities\nAbility to de-escalate customer issues and maintain positive interactions\nProactive mindset with the ability to take initiative\nAdaptability and willingness to take on additional responsibilities\nTime management and prioritization skills\nNice to have:\nPrevious experience in appointment setting or sales support roles\nExperience in retention, reactivation, or upselling initiatives\nFamiliarity with automation tools or AI-based workflows\nExposure to fast-paced sales environments",