Appointment Setter / Lead Generation Specialist

Basement Kings USA; Durham (NC); On-site; USD 27,000 - 33,000; Full time

Job summary

Basement Kings USA is seeking a motivated Appointment Setter / Lead Generation Specialist who enjoys connecting with customers, following up leads, and turning inquiries into booked appointments. This role blends lead follow-up, appointment scheduling, dispatch support, and office coordination in a fast-paced residential services company.

You will report to the Director of Revenue Operations, with a base pay of $30,000 plus commission, located in Durham, NC, and a Monday–Friday 8:00 AM–6:00 PM

Qualifications

• At least 1 year of experience in customer service, appointment setting, dispatch, inside sales, or outbound calling.

Responsibilities

• Respond to incoming leads via phone, email, website forms, chat, and other channels to book consultations and service appointments.
• Follow up consistently with prospects by phone, email, and text to book consultations and service appointments.
• Reconnect with prospects from lead lists, outstanding estimates, and previously unsold opportunities.
• Document call results and help track booking, follow-up, and conversion performance.
• Coordinate sales technician calendars, route planning, and same-day scheduling adjustments.
• Relay appointment and job information accurately to customers and field team members.
• Update and monitor jobs in ServiceTitan to help keep appointments and workflow moving efficiently.
• Support additional business development, scheduling, and office needs as assigned.

Skills

Customer service

Appointment setting

Dispatch

Inside sales

Outbound calling

Tools

ServiceTitan

RingCentral

Microsoft Office

CRM platforms

Job description

Position Summary

We are looking for a motivated, goal-oriented Appointment Setter / Lead Generation Specialist who enjoys connecting with customers, staying on top of leads, and turning inquiries into booked appointments. This performance-driven position blends lead follow-up, appointment scheduling, customer communication, dispatch support, and general office coordination. The right candidate will be comfortable working toward measurable goals, communicating with customers throughout the day, and contributing to the continued growth of a fast-paced residential services company.

Reports To: Director of Revenue Operations
Pay Type: $30,000 base plus commission
Location: Durham, NC
Schedule: Monday-Friday, 8:00 AM - 6:00 PM

Key Responsibilities

1. Lead Follow-Up & Appointment Scheduling

• Respond to incoming leads from phone calls, emails, website forms, chat, and other marketing channels
• Follow up consistently with prospective customers by phone, email, and text to book consultations and service appointments
• Reconnect with prospects from lead lists, outstanding estimates, and previously unsold opportunities
• Document call results and help track booking, follow-up, and conversion performance

2. Scheduling & Dispatch Support

• Assist with coordinating sales technician calendars, route planning, and same-day scheduling adjustments
• Relay appointment and job information accurately to customers and field team members
• Update and monitor jobs in ServiceTitan to help keep appointments and workflow moving efficiently
• Support additional business development, scheduling, and office needs as assigned

What We're Looking For

• At least 1 year of experience in customer service, appointment setting, dispatch, inside sales, or outbound calling
• Experience using ServiceTitan, RingCentral, Microsoft Office, or comparable CRM, phone, and scheduling platforms
• Professional, confident, and friendly communication skills
• Strong attention to detail when handling follow-ups, schedules, customer information, and multiple priorities
• Ability to work independently while staying organized and collaborating with both office and field teams
• Strong people skills and the ability to communicate effectively with customers, technicians, and leadership

Preferred Experience

• Previous experience in home services, construction, or a skilled-trades environment such as plumbing, HVAC, roofing, or foundation repair
• Bilingual English/Spanish skills are a plus
• Understanding of performance measures such as booking percentage, lead conversion, call-to-appointment rate, or technician efficiency

Physical Requirements

Candidates must be able to perform the essential duties of this position with or without reasonable accommodation.

• Ability to sit, stand, walk, bend, reach, and use a computer or phone throughout the workday
• Ability to lift, carry, or move routine office materials, packages, and files weighing up to 30 pounds
• Ability to move throughout office, storage, and shared work areas as needed
• Ability to drive locally for occasional work-related errands

Work Environment & Local Travel

• Occasional local travel during the workday may be needed for errands, document pickup or delivery, supplies, or shipping-related tasks
• Regular communication and interaction with customers, employees, vendors, visitors, field teams, and internal departments is expected
• The position requires flexibility in a busy environment where priorities may change and time-sensitive calls, follow-ups, and administrative requests may arise

Equal Opportunity Employer

We are an equal opportunity employer committed to maintaining an inclusive workplace. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other status protected by applicable federal or state law.