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Murphy's Custom Homes

Sales/Customer Service Coordinator

Location: Fully Remote (Open to international candidates outside the U.S.)

Help Turn Luxury Custom Home Inquiries Into Lasting Client Relationships

Murphy's Custom Homes is a Colorado-based luxury custom home builder specializing in high-end residential construction throughout El Paso County and Douglas County. For more than 20 years, the company has built a strong reputation for craftsmanship, professionalism, communication, and personalized client relationships. Because each home is custom and highly detailed, every client interaction matters from the very first inquiry.

Murphy's Custom Homes is looking for a proactive and highly organized Sales/Customer Service Coordinator to help manage incoming leads, track prospect communication, and keep potential clients engaged throughout the early sales process. This role will support the owner and sales team by making sure no lead falls through the cracks, follow-ups happen on time, information is documented clearly, and prospects receive a polished, professional experience. This is not a hard-sales role; it is focused on relationship-building, organization, follow-through, and excellent communication.

Key Responsibilities

Track incoming leads from website inquiries, referrals, phone calls, email, and other sources
Maintain an organized lead tracking system or CRM-style spreadsheet
Follow up with new and existing prospects in a professional and timely manner
Nurture leads through email, phone, and text follow-up as directed
Gather basic project information from potential clients, including location, timeline, budget, land status, and project goals
Schedule introductory calls, consultations, or next steps for the owner or sales team
Keep detailed notes on all lead communication and update status regularly
Help identify warm leads, inactive leads, and follow-up opportunities
Send reminders, thank-you messages, and client-facing communication as needed
Support a smooth handoff from initial inquiry to the internal team

Qualifications

Previous experience in sales support, customer service, appointment setting, lead nurturing, client care, or virtual assistant work
Experience in construction, custom homes, real estate, architecture, interior design, or home services is preferred
Strong written and verbal English communication skills
Friendly, polished, and professional communication style
Highly organized and detail-oriented with strong follow-through
Comfortable using spreadsheets, email, calendars, CRM tools, and digital communication platforms
Able to work independently and keep track of multiple prospects at different stages
Strong judgment, discretion, and ability to represent a luxury brand professionally
Reliable, proactive, and comfortable asking questions when more information is needed

Pay and Benefits

This position will be structured as an independent contractor role for international hires.
Pay range: $6-$12 USD per hour, depending on experience, communication skills, and relevant customer service or sales support background.
Remote position
Part-time or full-time hours, depending on candidate fit and company needs
Long-term growth opportunity as the company continues to expand
Opportunity to support a respected luxury custom home builder and work closely with company leadership

Why Murphy's Custom Homes

Murphy's Custom Homes is known for building high-end custom homes with care, craftsmanship, and strong client relationships. In this role, you will help create a professional and organized first impression for future clients while supporting the company's growth behind the scenes. The ideal person will be warm, dependable, proactive, and detail-oriented, with the ability to follow up consistently and communicate clearly. If you enjoy building relationships, keeping systems organized, and helping a growing company create an exceptional client experience from the first conversation, this is a great opportunity.

Murphy's Custom Homes encourages applications from qualified candidates of all backgrounds and experiences.

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Sales/Customer Service Coordinator — Intake Coordinator (Murphy's Custom Homes)

\n\n

Position summary and purpose

The Intake Coordinator is the primary frontline contact responsible for receiving, documenting, and triaging incoming customer inquiries about products and services. The role ensures accurate capture of intake information, provides clear factual responses to routine questions, attempts first-contact resolution for common issues, and routes complex or specialized matters to the appropriate internal team. The position supports both external customers and internal stakeholders (sales, technical support, case management, quality, operations) by creating reliable intake records and by initiating timely follow-up or escalation actions.

This document defines the objectives, expected results, measurable performance indicators, and the skills and knowledge required to perform the role for internal reference and role alignment purposes. It is not a recruitment advertisement.

\n\n

Primary objectives and key results (OKRs)

Objective A — Accurate and complete intake capture: Key Result 1 — Achieve ≥ 98% completeness for required intake fields per intake checklist across recorded interactions each quarter.
Objective B — Timely response and triage: Key Result 1 — Respond to all new inbound inquiries within the defined SLA (e.g., 2 business hours) at least 95% of the time; Key Result 2 — Route 100% of non-resolvable or complex cases to designated owners within 24 business hours.
Objective C — First-contact resolution and quality of information: Key Result 1 — Attain a first-contact resolution (FCR) rate of ≥ 65% for routine inquiries and complaints; Key Result 2 — Maintain an average customer satisfaction rating (or internal quality audit score) of ≥ 4.2/5 for intake interactions.
Objective D — Data integrity and CRM hygiene: Key Result 1 — Keep duplicate or incomplete records below 2% of total cases as measured monthly; Key Result 2 — Ensure all intake entries are logged in the CRM/case system within the SLA (e.g., within 2 business hours) for ≥ 98% of interactions.
Objective E — Effective escalation and cross-team coordination: Key Result 1 — Escalated cases include required documentation and initial assessment in ≥ 99% of handoffs; Key Result 2 — Follow-up tasks assigned to internal teams are acknowledged or accepted within 24 business hours in ≥ 95% of cases.

\n\n

Key performance indicators (KPIs)

Response time SLA adherence — percentage of new inbound contacts acknowledged within the defined SLA.
First-contact resolution (FCR) rate — percentage of inquiries resolved without escalation.
Intake data completeness — percentage of records that meet the intake checklist requirements on first entry.
CRM logging timeliness — percentage of interactions entered into the CRM within the required timeframe.
Escalation accuracy and completeness — percentage of escalations that include required documentation, risk notes, and recommended next steps.
Customer satisfaction / quality audit score — average score from customer feedback or internal quality reviews specific to intake interactions.
Re-opened cases rate — percentage of cases re-opened due to missing or incorrect intake information.
SLA for resolution of routine issues — percentage of routine issue types resolved within target resolution time.

\n\n

Problems solved for internal and external customers

External customers: Provides a clear, consistent point of contact for questions about products, services, timelines, returns, and routine complaints; reduces customer effort by resolving common issues at first contact or by quickly directing them to the correct specialist.
Internal teams: Supplies accurate, timely intake information that enables downstream teams (sales, technical support, production, quality) to prioritize, assess, and execute work without re-collecting basic facts; reduces cycle time and prevents delays caused by incomplete or incorrect intake data.
Organizational risk mitigation: Identifies and escalates high-risk, legal, or safety issues early, ensuring appropriate subject-matter teams assume ownership and regulatory or contractual obligations are met.
Operational efficiency: Minimizes duplicate work and rework by enforcing intake standards and ensuring CRM hygiene, which supports reliable reporting and capacity planning.

\n\n

Key skills, abilities and knowledge required

Communication: Clear, professional written and verbal communication; ability to explain product/service options and policies factually and concisely.
Active listening and questioning: Structured intake techniques to elicit complete information (use of checklists, guided scripts, verification steps).
Customer service and de-escalation: Ability to manage routine complaints, apply empathy, and diffuse frustration while maintaining procedural compliance.
Documentation and data accuracy: Strong attention to detail for accurate CRM entry, note-taking, and recordkeeping; familiarity with data validation practices.
Triage and prioritization: Capability to assess urgency, identify escalation triggers (risk, legal, safety, contractual), and prioritize handoffs appropriately.
Systems proficiency: Experience with CRM/case management systems, ticketing tools, and basic office software; ability to learn and use internal workflows and macros.
Problem-solving and judgment: Practical decision-making for routine resolution; ability to prepare concise recommendations when escalating complex matters.
Collaboration: Works effectively with sales, technical, and operational teams; understands team boundaries and escalation paths.
Compliance and policy knowledge: Working knowledge of organizational policies relevant to customer interactions (warranties, returns, privacy, escalation protocols) and when to involve legal or compliance teams.
Metrics awareness and continuous improvement: Basic comfort with KPIs and performance dashboards; willingness to use feedback and quality reviews to improve intake processes.

\n\n

Performance expectations and development focus

Performance will be measured against the OKRs and KPIs above. To be successful, the Intake Coordinator must maintain high consistency in information capture and adherence to SLAs, demonstrate increasing proficiency with the CRM and intake workflows, and show continual improvement in first-contact resolution and quality scores. Development areas typically include advanced product/service knowledge, escalation judgment, CRM automation and reporting skills, and coaching in complex-customer communications. Regular calibrations with stakeholder teams and periodic quality audits will guide targeted training and role development.

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Sales/Customer Service Coordinator

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