CRM Specialist

Pay: From $23.00 per hour

Job description:

Location: Tampa Bay, FL (Remote with some on-site required: orientation and team gatherings)

About Us: We’re a dynamic digital marketing agency focused on delivering exceptional results for our clients. Our team thrives on innovation, collaboration, and a passion for all things digital. We’re looking for an experienced, detail-oriented CRM Specialist to join our growing team and own the CRM systems, automations, and integrations that keep our clients’ follow-up running.

More about WolfPack :

Role Summary :As a CRM Specialist, you’ll play a crucial role in setting up, maintaining, and optimizing CRM accounts in two core platforms: our white-labeled version of ActiveCampaign for clients, and HubSpot for our internal and sales teams. You'll support our service team and occasionally assist sales by providing demos and onboarding support. You’ll also build and maintain Zapier integrations, develop automation templates, and troubleshoot CRM-related issues with clients across the home service industries we serve. This role moves between client support, internal collaboration, and live demos in the same day, so you should be comfortable shifting your communication style to fit the audience.

Responsibilities:

1. CRM Setup & Management

• Onboard clients into ActiveCampaign CRM and assist with integrations (e.g., SMS, forms, automations).
• Build and maintain automation templates tailored to client industries such as home inspection and pest control.
• Set up SMS campaigns and workflows.
• Build list segmentation and design email marketing templates.
• Draft and send custom client email marketing campaigns/newsletters.

2. Client Communication & Training

• Respond to client queries through screen-recorded video walkthroughs, email, chat, phone calls, and Google Meet.
• Translate technical CRM concepts into plain-language guidance for non-technical business owners.
• Provide occasional software demos in collaboration with the sales team.
• Provide CRM trainings and support meetings for clients.
• Offer personalized guidance on best CRM practices and troubleshooting.
• Maintain documentation for common issues and workflow templates.
• Answer incoming client phone calls.

3. System Integration & Automation (Zapier)

• Build and maintain multi-step Zapier integrations (filters, paths, formatters) connecting ActiveCampaign, HubSpot, SMS tools, forms, and client scheduling/field software such as ISN and FieldRoutes.
• Monitor, troubleshoot, and document failed Zaps and integration errors.
• Help identify areas for automation and CRM strategy improvements.
• Use AI tools such as Claude Code to speed up workflow building and documentation.

4. Internal HubSpot Support & Team Collaboration

• Build and maintain HubSpot workflows, pipelines, properties, and reports for the internal and sales teams.
• Support the sales team’s day-to-day HubSpot usage and keep contact and deal data clean.
• Participate in weekly team/dept. meetings and contribute ideas for department growth.
• Help develop and standardize scalable CRM practices.

5. Additional Responsibilities

• Assist with and explore third party integration opportunities.
• Assist with other digital marketing related tasks and more.

Requirements:

• 2+ years of hands-on CRM administration experience (3+ preferred), including building automations, pipelines, and segmentation you owned, not just used.
• Hands-on HubSpot experience: CRM, workflows, properties, and pipelines.
• Zapier required: 1+ year building multi-step Zaps with filters, paths, and formatters.
• Experience supporting clients or end users directly.
• Comfortable moving between client support, internal collaboration, and live demos in the same day, adjusting tone and channel for each.
• Tech-savvy and open to learning new tools and integrations.
• Strong written and verbal communication skills.
• Patient and solutions-oriented with a desire to assist others.
• Must be located in or near the Tampa Bay Area.
• Must be able to attend in-person orientation and occasional team events.

Preferred Qualifications:

• ActiveCampaign experience.
• HubSpot certification (or willingness to complete one within your first 90 days).
• Familiarity with the home services industry (e.g., home inspection, pest control, HVAC, plumbing).
• Experience with Make.com or similar automation tools in addition to Zapier.

If you are a tech loving, self-motivated individual with a passion for growth, we’d love to hear from you. This role offers the opportunity to build a rewarding career in digital marketing while making a meaningful impact for our clients.

Compensation & Benefits:

• Hourly Rate: $23/hour
• Starting rate is negotiable for candidates with experience.
• Raises and Bonuses: Quarterly based on measurable performance improvements (e.g., setup turnaround, ticket resolution time, client retention, etc).
• Schedule: Full-time, hourly
• Monday - Friday, 8am - 5pm
• Benefits: 401K (1:1 up to 3% match - option for 3.5% match on 4% contribution, after 1 year of employment), Vision Insurance, Dental Insurance, Health Insurance, 80 Hours of PTO per year, and more.
• Opportunities for career development and advancement within the company.

Details and Expectations:

CRM Account Management

• Onboard new clients and set up CRM and review request accounts (ActiveCampaign primarily) within 10 business days of contract signing.
• Customize and implement automation workflows tailored to home service industries like Pest Control and Home Inspection.
• Configure integrations (e.g., Zapier, SMS tools, scheduling software like ISN) to support client workflow automation.
• Maintain clear documentation of client setup, integration details, and automation logic.
• Support the internal CRM (HubSpot) by updating pipelines, lists, and properties weekly.
• Build or improve at least 1 internal HubSpot workflow or report per quarter for the internal or sales team.
• Perform monthly audits of both client and internal CRM systems with 0 unresolved data integrity issues.

Integration & Automation Reliability

• Monitor all active Zaps and integrations; 0 unmonitored Zaps across client and internal accounts.
• Resolve failed Zaps and integration errors within 2 business days and document the fix.

Client Training & Technical Support

• Answer all CRM-related support questions via email, chat, phone, and Google Meet with first-response time < 24 business hours.
• Host CRM demos and training calls with a 90%+ satisfaction rate based on client follow-up surveys.
• Troubleshoot and resolve CRM issues within 3 business days for 80%+ of tickets.
• Coach clients on CRM best practices to improve lead conversion and campaign follow-through.
• Provide support materials and video tutorials to help clients self-serve when appropriate.

Data Hygiene & Reporting

• Keep all client and internal contact records organized and accurate; perform quarterly contact deduplication and cleanup.
• Track setup performance metrics, demo outcomes, and client usage data to recommend improvements.
• Create and send monthly CRM performance or usage reports to clients (when requested or applicable).

Departmental Innovation and Improvement

• Build/Improve at least 1 new automation template per quarter that can be used across multiple clients.
• Propose and document at least one CRM process improvement quarterly.
• Stay up-to-date on CRM tools and trends; complete at least one certification or workshop per year (HubSpot or ActiveCampaign preferred).

Adaptability and Communication

• Respond positively to feedback from leadership and clients.
• Shift communication style and channel to fit the audience: technical with the team, plain-language with clients, concise with sales.
• Maintain active, proactive communication with clients and team members to ensure all tasks stay on track.
• Collaborate with the Sales team on CRM demos, onboarding strategy, and account-specific needs.
• Participate in weekly team meetings and contribute to cross-department projects when needed.

Competencies

• Technically proficient (Digital Native)
• Solution-oriented
• Excellent written and verbal communicator
• Pivots communication style to the audience (client, teammate, sales)
• Detail-focused and process-driven (Punctilious)
• Adaptable under feedback and change
• Self-motivated and eager to learn (Epistemophilic)
• Time management and prioritization skills
• Patient and empathetic with client-facing work

Key Metrics to Track

• Client CRM Setup Turnaround Time: ≤ 10 business days
• First Response Time (Support Tickets): ≤ 24 business hours
• Ticket Resolution Time: ≤ 3 business days
• Integration Error Resolution Time: ≤ 2 business days
• Client Satisfaction Score (Post-Demo or Support): ≥ 90%
• Automation Templates Built: ≥1 per quarter
• Internal HubSpot Workflows/Reports Built or Improved: ≥1 per quarter
• Internal CRM Audit Accuracy: 0 unresolved critical errors/month
• Account Retention Rate (CRM Clients): ≥ 95% annually
• CRM Hygiene Audit Score: ≥ 90% clean data (duplicate-free, up-to-date contact records)

Draft Daily Schedule

- 8:00 AM - 9:00 AM: Review email/communications and prioritize tasks for the day.

- 9:00 AM - 12:00 PM: Perform weekly tasks/scheduled work.

- 12:00 PM - 1:00 PM: Lunch break.

- 1:00 PM - 3:00 PM: Perform weekly tasks/scheduled work.

- 3:00 PM - 4:00 PM: Open space for client meetings if needed.

- 4:00 PM - 5:00 PM: Close out remaining emails and phone calls. Prep for next days work.

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience:

• HubSpot: 2 years (Required)
• CRM software: 2 years (Required)
• Zapier: 1 year (Preferred)

Ability to Commute:

• Tampa, FL 33602 (Required)

Work Location: Hybrid remote in Tampa, FL 33602