Bilingual Intake & Sales Coordinator

Remote – Full-Time
Schedule: Monday – Friday | 9:00 AM – 6:00 PM Eastern Time

About the Role

The Bilingual Intake & Sales Coordinator serves as the first point of contact for every prospective client and owns the sales pipeline from the initial inquiry through signed engagement.

This role combines inbound intake and sales, including answering calls, qualifying prospective clients, explaining available services, and guiding opportunities toward conversion, with proactive follow-up and light outbound business development primarily focused on referral sources such as law firms.

The successful candidate will bring structure, consistency, and accountability to a high-volume, high-stakes intake process, ensuring that no lead goes unworked and every prospective client receives a confident, professional, and informed first impression of the organization. Scope of Work (2)

Key Responsibilities

Inbound Intake & Lead Management

• Answer inbound calls promptly and professionally.
• Respond to web-form inquiries as they are received.
• Serve as the first point of contact for prospective clients.
• Qualify each incoming inquiry.
• Understand the prospective client's situation and needs.
• Explain relevant investigative services.
• Communicate the organization's general pricing structure.
• Accurately log every new lead in the CRM immediately upon intake.
• Own each lead throughout the complete sales pipeline until it is:
  • Closed, or
  • Clearly disqualified.
• Ensure no lead goes unworked.
• Proactively follow up with leads that have gone cold rather than waiting for them to be manually revisited. Scope of Work (2)

Sales & Conversion

• Guide prospective clients toward the appropriate service offering based on their stated needs.
• Confidently and accurately communicate the organization's:
  • Credibility
  • Track record
  • Differentiators
• Build trust with prospective clients throughout the intake process.
• Move qualified opportunities toward a clear decision.
• Close new engagements by securing:
  • Client agreement
  • Payment
• Coordinate the issuance of the engagement invoice upon close.
• Coordinate the Letter of Representation upon close.
• Work with internal operations staff to ensure closing documentation is issued appropriately and on time. Scope of Work (2)

Client Follow-Up & Review Generation

• Send review-request links, including Google Review requests, following successful case outcomes or completed engagements.
• Track which clients have received a review request.
• Follow up appropriately to encourage completion.
• Maintain visibility into completed and outstanding review requests.
• Identify particularly strong client feedback.
• Flag standout feedback to the business owner for potential use as:
  • Testimonials
  • Case studies Scope of Work (2)

Outbound Business Development

During periods of lower inbound volume:

• Conduct outbound outreach to potential referral sources.
• Focus primarily on law firms and similar professional referral relationships.
• Build and maintain relationships with referral partners.
• Track outbound activity in the CRM.
• Document outreach outcomes.
• Support ongoing relationship-building with existing referral partners as directed.
• Balance outbound activity with the primary responsibility of maintaining responsive inbound intake coverage. Scope of Work (2)

Platform & Systems Responsibilities

HubSpot CRM Management

• Maintain complete, accurate, and current records for every lead and client.
• Ensure new leads are entered immediately.
• Keep pipeline stages current.
• Document relevant activity and follow-up requirements.
• Use CRM data to identify leads requiring follow-up.
• Prioritize outreach according to pipeline status and client needs.
• Support the development and use of structured follow-up sequences.
• Ensure no lead remains stalled without appropriate action. Scope of Work (2)

RingCentral Phone System

• Manage inbound calling activity through RingCentral.
• Conduct outbound calls through the organization's phone system.
• Maintain professional communication standards across calls.
• Coordinate with overflow or backup call coverage when necessary.
• Help ensure prospective and existing clients receive a consistent experience regardless of which channel or coverage resource handles the initial interaction. Scope of Work (2)

Reporting & Analytics

• Track key intake and sales metrics.
• Report on:
  • Calls handled
  • Lead sources
  • Conversion outcomes
• Provide regular visibility into pipeline status.
• Report on follow-up activity.
• Identify leads requiring additional attention.
• Flag recurring objections.
• Identify trends that may inform:
  • Service offerings
  • Sales messaging
• Track review requests sent following successful engagements.
• Track completed client reviews.
• Provide relevant reporting and updates to the reporting manager. Scope of Work (2)

Additional Responsibilities

• Maintain a working knowledge of the organization's service lines.
• Develop sufficient knowledge to confidently and accurately explain services to prospective clients.
• Participate in scheduled check-ins.
• Participate more frequently in check-ins during the onboarding period.
• Use check-ins to align on:
  • Priorities
  • Pipeline status
  • Follow-up requirements
• Escalate complex client situations promptly.
• Escalate situations that fall outside the standard scope to the reporting manager.
• Use AI tools appropriately to support research, drafting, and routine work. Scope of Work (2)

Qualifications

• Fully bilingual in English and Spanish, with strong verbal communication skills in both languages.
• Previous experience in one or more of the following is strongly preferred:
  • Law firms
  • Professional services
  • Sales environments
• Demonstrated sales aptitude.
• Proven ability to convert inbound inquiries into closed business.
• Friendly and approachable communication style.
• Trustworthy and professional demeanor.
• Confident phone presence.
• Highly detail-oriented.
• Meticulous approach to:
  • Follow-up
  • CRM hygiene
  • Pipeline management
• Comfortable working independently.
• Able to follow established scripts and processes.
• Comfortable using AI tools to accelerate:
  • Research
  • Drafting
  • Routine work
• Working proficiency with common:
  • Virtual collaboration tools
  • CRM systems Scope of Work (2)

Typical Workday

A typical workday may include:

Start of Day

• Review HubSpot for outstanding leads.
• Identify prospects requiring follow-up.
• Prioritize open opportunities.
• Review scheduled follow-up activities.

Inbound Intake

• Answer inbound calls as they arrive.
• Respond to new web-form inquiries.
• Understand each prospect's situation.
• Qualify new leads.
• Explain appropriate services and general pricing.
• Move qualified opportunities through the pipeline.

Follow-Up & Sales

• Conduct scheduled follow-ups on open leads.
• Re-engage leads that have gone cold.
• Guide qualified prospects toward the appropriate service.
• Support closing activities.
• Coordinate payment, invoice, and Letter of Representation requirements when engagements close.

CRM & Administration

• Log all activities and updates in HubSpot in real time.
• Keep pipeline stages accurate.
• Document next steps.
• Maintain complete client and prospect records.

Client Reviews & Business Development

• Send review-request links to clients whose engagements have successfully concluded.
• Track outstanding review requests.
• During lower-volume periods, conduct outbound outreach to law firms and other referral sources.

Escalations & Coordination

• Coordinate with the reporting manager regarding leads requiring:
  • Additional guidance
  • Approval
  • Escalation Scope of Work (2)

Typical Workweek

Throughout a typical week, the Bilingual Intake & Sales Coordinator will:

• Manage the full intake and sales pipeline across inbound channels.
• Manage inquiries received through:
  • Phone
  • Web forms
• Maintain a consistent and proactive follow-up cadence across all open leads.
• Ensure no qualified opportunity becomes inactive due to insufficient follow-up.
• Support closing activity.
• Coordinate invoices and Letters of Representation.
• Conduct outbound outreach to law firms and referral contacts as inbound volume allows.
• Participate in scheduled check-ins with the reporting manager.
• Maintain CRM hygiene throughout the week.
• Keep pipeline reporting current and accurate. Scope of Work (2)

Performance Evaluation & Accountability

The Bilingual Intake & Sales Coordinator reports directly to the business owner.

Performance will be evaluated primarily through established KPIs tracked through the CRM.

During onboarding, performance and pipeline activity will be reviewed on a daily basis. As the professional develops greater independence and demonstrates consistent performance, the check-in cadence will transition into the organization's standard ongoing rhythm. Scope of Work (2)

Key Performance Indicators (KPIs)

• Phone Availability: Maintain consistent availability throughout all scheduled coverage hours.
• Lead Follow-Up Completion: Maintain 100% follow-up on all leads, including overflow calls.
• Inbound-to-Client Conversion Rate: Target approximately 30% conversion.
• Invoice & Letter of Representation Issuance: Coordinate issuance the same day an engagement closes.
• Client Review Requests: Send review requests for 100% of qualifying successful engagements.
• CRM Accuracy & Completeness: Ensure all leads are logged and records remain current. Scope of Work (2)

Software & Tools

The Bilingual Intake & Sales Coordinator will work primarily with:

• HubSpot – CRM and pipeline management.
• RingCentral – Inbound and outbound phone communication.
• ChatGPT or Claude – AI-assisted research, drafting, and productivity.
• Email – Client and internal communication.
• Video Conferencing Tools – Virtual meetings and collaboration. Scope of Work (2)

90-Day Onboarding Plan

Onboarding is led directly by the business owner and structured across the first 90 days.

Month 1 – Orientation & Guided Intake

• Learn the organization's investigative services.
• Become familiar with the intake script.
• Receive HubSpot CRM training.
• Learn the RingCentral phone platform.
• Understand the organization's intake and sales process.
• Shadow client interactions.
• Participate in guided calls.
• Participate in daily check-ins with the reporting manager.

Month 2 – Increasing Independence

• Take greater ownership of inbound intake.
• Independently manage more follow-up activity.
• Strengthen lead qualification and conversion skills.
• Begin outbound outreach to referral sources.
• Develop greater familiarity with law firm and referral-partner outreach.
• Transition to a check-in cadence appropriate for increasing autonomy.

Month 3 – Full Pipeline Ownership

• Take full ownership of the intake and sales pipeline.
• Independently manage leads from first inquiry through close or disqualification.
• Maintain consistent follow-up.
• Maintain accurate CRM records.
• Perform against established KPI targets.
• Review overall performance against conversion and operational expectations.
• Transition check-ins into the organization's standard ongoing cadence. Scope of Work (2)

Work Environment

• Fully remote position.
• Monday – Friday | 9:00 AM – 6:00 PM Eastern Time.
• Reliable high-speed internet connection required.
• Dedicated, quiet, and distraction-free home workspace.
• Workspace must be suitable for professional phone-based client interactions.
• Comfortable managing a high volume of calls and CRM activity throughout the day. Scope of Work (2)

About the Company

Our client is a well-established, licensed private investigation firm based in South Florida, serving both individual clients and professional referral partners such as law firms.

The organization has developed a strong regional reputation, an established client base, and recognition across regional media.

All field-based activities remain fully in-house and physically staffed, including:

• Surveillance
• Investigative casework
• Service of process

The organization is now investing in a dedicated professional to own its client-facing intake and sales function, ensuring every inbound opportunity is properly captured, nurtured, followed up, and converted with the same level of professionalism for which the organization is known in the field. Scope of Work (2)

Final Notes

The Bilingual Intake & Sales Coordinator is responsible for ensuring that every prospective client receives a professional first impression and that every viable opportunity receives the follow-through required to reach a clear outcome.

Success in this role means:

• Inbound calls and web inquiries receive prompt responses.
• Prospective clients are confidently served in both English and Spanish.
• Every lead is properly qualified.
• The organization's services and pricing structure are communicated accurately.
• All leads are immediately captured in HubSpot.
• No opportunity goes unworked.
• Cold or stalled leads receive proactive follow-up.
• Qualified prospects are effectively converted into paying clients.
• Engagement invoices and Letters of Representation are coordinated promptly after closing.
• Successful clients receive appropriate review requests.
• Referral relationships receive proactive outreach when inbound volume permits.
• HubSpot remains accurate and current.
• Leadership has clear visibility into pipeline activity and conversion performance.
• The professional consistently works toward the approximately 30% inbound-to-client conversion target.
• Over the first 90 days, the Coordinator develops from guided intake support into full ownership of the intake and sales pipeline.