Position Summary

Sales Lead Specialist owns every inbound lead and every outbound customer call and lead across all Gemba Automotive locations, with the expectation to convert them into booked appointments and revenue. The Sales Lead Specialist is measured as a sales function — speed to contact, conversion rate, and booked revenue , while still representing Gemba's transparency first, no upsell brand voice, "Gemba Hospitality," on every call.

Key Responsibilities

•  Answer and work all incoming lead calls generated by marketing, the website, third-party lead sources, and location referrals, for all locations, with a focus on converting leads to booked appointments.
•  Call back every missed call, voicemail, and unconverted lead promptly — speed to contact is a core performance measure for this role.
•  Qualify each lead (service needed, vehicle, urgency, preferred location) and actively sell the visit: book the appointment, overcome objections, and route the customer to the correct location for resolution when necessary.
•  Own outbound follow up on open quotes, declined services, and unconverted leads, working them through a defined follow-up cadence until booked or closed out.
•  Log every call, lead, and outcome in the designated CRM/shop management system, tagging conversion status so pipeline and performance are reportable.
•  Escalate service concerns, complaints, or anything requiring a manager's judgment to the appropriate General Manage promptly.
•  Represent Gemba Automotive's Purpose and Values with every customer and employee interaction - lead with Automotive Hospitality.
•  Report against the KPI targets set by Marketing (see below), and flag recurring bottlenecks, lead quality issues, or staffing gaps.
•  Support seasonal or promotional campaigns by managing the resulting spike in lead volume across locations.

Performance Metrics (KPIs)

This role’s performance is based on the following metrics:

•  Monthly appointments shown — number of booked appointments that result in a completed visit.
•  Revenue generated from appointments this role booked.
•  Speed to first contact — percentage of inbound leads responded to within a defined response time target.
•  Lead to appointment conversion rate.
•  Appointment show rate.
•  Callback/follow-up conversion rate on previously unconverted leads.

Qualifications

•  6+ years of experience in inside sales, lead conversion, telesales, or a call center role with quota or conversion accountability; automotive or service-industry experience preferred but not required.
•  Comfortable being measured on conversion and revenue outcomes, not just call volume or service tone.
•  Strong phone presence and closing skills: clear communication, objection handling, and the ability to book the appointment without sounding pushy.
•  Comfortable working across multiple locations' schedules, staff, and service offerings simultaneously without confusion.
•  Basic proficiency with CRM or shop management software (Tekmetric experience a plus) and general computer literacy.
•  Organized and detail oriented; able to accurately log outcomes and work a follow-up pipeline without prompting.
•  Bilingual (English/Spanish) a plus

Working Conditions

•  Primarily phone and computer based work in an office; not a shop-floor role.
•  High call volume during peak hours; ability to manage concurrent calls, holds, and a live follow up pipeline.