Omni Channel Specialist

About the role

The company is looking for a detail-oriented, highly responsive and proactive Omni Channel Specialist to manage incoming leads and customer inquiries across digital messaging channels. You will be the first point of contact for leads coming through Facebook, SMS and messaging platforms, giving quick, engaging responses, qualifying prospects and recording detailed notes in the CRM so the sales team can follow up and close deals.

Key responsibilities

• Monitor and reply promptly to leads and messages on Facebook Messenger, SMS and other messaging platforms during working hours.
• Start conversations to understand lead intent, answer basic questions, assess lead quality and collect prospect details.
• Create and update accurate lead profiles in the CRM right away.
• Record clear, actionable notes on preferences, urgency, budget, pain points and status.
• Assign qualified leads to sales agents or schedule calls and appointments according to lead distribution rules.
• Run initial follow-ups for unengaged leads and track common questions and feedback to improve response templates.

Required profile

• 1-3 years of experience in customer service, sales support, lead management or digital communication.
• Availability to work Sunday to Thursday, 8:00 AM to 6:00 PM EST; Fridays and Saturdays off.
• Excellent written English with strong conversational grammar and a professional tone.
• Strong multi-tasking and responsiveness, with fast first responses.
• Ability to ask qualifying questions and turn long conversations into concise, structured notes.

Required skills

• Familiarity with CRM systems such as GoHighLevel or similar.
• Familiarity with messaging tools such as the Facebook Meta Suite and SMS platforms.