Internet Lead Coordinator

Job Summary: The Internet Lead Coordinator is responsible for managing the intake, distribution, and timely handling of digital leads across the Client Care Center. This role also engages directly with clients through live chat and text message while ensuring leads are accurately routed, documented, and followed up on by the appropriate team members.

Essential Job Functions and Duties:

• Manage the intake and distribution of inbound leads and client inquiries across the Client Care Center.
• Review and route leads to the appropriate Client Care Center Representative, MobilityWorks location, or department based on the nature of the inquiry.
• Engage directly with clients through live chat, text, Facebook Messenger, and other digital channels to understand their needs, answer questions, and provide a positive client experience.
• Qualify client opportunities and schedule in-store or in-home appointments with Certified Mobility Consultants when appropriate.
• Promptly and accurately document client inquiries, interactions, lead information, and routing activity in Salesforce.
• Monitor incoming lead channels and queues to ensure new opportunities are captured and routed in a timely manner.
• Answer inbound calls as needed and assist clients professionally and courteously.
• Identify and escalate technical or system issues affecting lead intake, routing, or digital client communications.
• Support routine reporting on lead volume, sources, digital inquiries, and other Client Care Center activity.
• Build and maintain positive working relationships with Client Care Center team members, Certified Mobility Consultants, General Managers, and other internal stakeholders.
• Adhere to company policies, procedures, safety requirements, and MobilityWorks Core Values (LOVE IT).
• Perform other duties as assigned.

Position Qualifications and Experience:

• High school diploma or GED required.
• Previous experience in customer service, sales, call center, lead management, or a related client-facing role preferred.

Skills/Abilities:

• Strong written and verbal communication skills with the ability to communicate professionally across phone, chat, text, and other digital channels.
• Strong attention to detail with the ability to accurately manage and document a high volume of client inquiries and leads.
• Ability to manage multiple priorities in a fast-paced, high-volume environment.
• Comfortable working with CRM systems, Microsoft Office applications, and other web-based technologies.
• Strong organizational skills with the ability to follow established lead-routing and documentation processes.
• Ability to quickly build rapport, understand client needs, and determine the appropriate next step.
• Dependable, responsive, and able to work effectively both independently and as part of a team.

Physical Demands/Work Environment:

• Must be able to complete physical activities (walking, standing, talking, kneeling, hearing, pushing, reaching, seeing, stooping/crouching, smelling, depth perception, identifying colors) as needed.
• Must have a dedicated workspace that is quiet, without interruption, with high-speed internet connection to support required job functions.
• Participate in required company safety programs, training programs and PPE guidelines.