Online Sales Consultant

Job Description

Job Description

The Online Sales Consultant (OSC) is a vital part of the Sales and Marketing team at Hakes Brothers. This position is responsible for nurturing and converting internet leads to home sales by responding to, qualifying, and managing online lead information requests. Job responsibilities include:

• Engage prospects through phone, text, email, live chat, and other digital communication channels to provide timely, personalized responses throughout the lead-nurturing process.
• Qualify online prospects by identifying homebuying timeline, location preferences, price range, financing status, floor plan needs, Realtor representation, and other key buying criteria to determine the appropriate community and New Home Advisor.
• Provide immediate live chat response (based upon agreed live chat session hours).
• Ensure a seamless handoff of qualified prospects to the appropriate New Home Advisor, including complete CRM notes, buyer needs, communication history, appointment details, and relevant lead information.
• Responsible for implementing a targeted follow-up process, via the CRM system, for all online leads consistent with buyers' specific needs.
• Maintain accurate and complete CRM records, including lead source, contact activity, buyer preferences, appointment status, disposition, and sales outcomes to ensure reliable reporting and marketing attribution.
• Regularly re-engage aged, inactive, and previously unresponsive leads through targeted outreach campaigns to identify renewed buying interest and generate additional appointments.
• Actively manage appointment confirmations, rescheduling, cancellations, and no-show follow-up to maximize appointment-kept and conversion rates.
• Track and report on conversion statistics (leads/converted, appointments set/appointments kept, appointments/sales) and be accountable for meeting established conversion benchmarks at each stage of the funnel.
• Serve as a feedback link between Marketing and buyer engagement: report on lead quality by source, distinguish genuine interest from low-quality traffic, and relay what prospects are requesting (floor plans, locations, price points, and desired features) to help continuously refine marketing strategy and performance.
• Translate lead and conversion data into actionable division intelligence by identifying trends in buyer objections, product/community demand, price and incentive sensitivity, financing concerns, and lead-source quality, and communicate recommended actions to Sales and Marketing leadership.
• Maintain comprehensive knowledge of current and upcoming communities, available homes, floor plans, pricing, incentives, amenities, school districts, financing promotions, and key community selling points to accurately guide prospects.
• Maintain a structured field-immersion cadence, especially for new communities, model changes, inventory releases, and material pricing or incentive shifts, so online guidance reflects the actual onsite customer experience.
• Develop, maintain, and nurture interest lists for upcoming communities, product releases, and other pre-sale opportunities, converting interested prospects into appointments as communities become available.
• Send out marketing collateral requested by online leads.
• Maintain a dedicated phone number and voicemail for online leads.
• Remain current with the Hakes Brothers website and make recommendations as needed.
• Attend weekly division sales meetings and community summit presentations.
• Attend monthly CMA/Pricing review meeting.
• Attend regular OSC Sync calls, as required.
• Always look, dress, and speak professionally.
• Other duties as assigned.

Education

• Required: 2+ years of sales, inside sales, customer service, lead management, or related experience
• Preferred: Associate's or bachelor’s degree in Sales, Marketing, Communications, Business, Real Estate, or related field; equivalent relevant sales experience will be considered
• Preferred: Previous new-home sales, real estate, mortgage, apartment leasing, or homebuilding experience

Experience / Qualifications

• Required: 
  • Bilingual (English & Spanish)
  • Ability to work in office full-time 
  • Strong sales communication and objection-handling skills with the ability to identify buyer concerns, provide appropriate information, and move prospects toward the next step in the homebuying process
  • Exceptional written and verbal communication skills, including professional phone, text, email, and live-chat communication
  • Strong organizational and time-management skills with the ability to manage a high volume of leads and simultaneous follow-up activities
  • Ability to work independently, prioritize opportunities, and maintain consistent follow-up without direct supervision
  • Strong customer-service orientation and ability to build rapport quickly through digital and telephone communication
  • Ability to analyze lead and conversion data and identify trends or opportunities for improvement
  • Strong attention to detail and commitment to maintaining accurate CRM records

• Preferred: 
  • HubSpot CRM experience
  • Ability to use approved automation and sales technology to improve speed and consistency while preserving personalized, human engagement

Skills / Abilities

• Ability to work a flexible schedule based on online lead activity, including evenings, weekends, and select holidays as required
• Current working knowledge of homebuilding and residential real estate industry
• Outstanding customer service skills
• Enjoy sales and marketing activities
• High energy, positive, "can-do" attitude
• Strong computer skills, including Google Suite and spreadsheet applications
• Detail-oriented, customer-focused follow-up skills
• Excellent e-mail writing and telephone communication skills
• Solid organizational, planning, and managing skills
• Work well in an unstructured environment and can quickly tackle ad-hoc projects with minimal supervision
• Experience working under deadlines
• Preferred: Bilingual (written and spoken)

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer
• Must be able to lift up to 15 pounds, occasionally