Speed to Lead Operations Assistant – Pre‑Sales Data Processing (EST Coverage)

Overview

The Speed to Lead Operations Specialist plays a critical role in ensuring timely and accurate processing of inbound inquiries within our CRM environment. This role supports pre‑sales operations by data accuracy checks, workflow execution, lead assignment, and activity management to maximize speed‑to‑contact and ensure correct routing for Enrollment Counselors (ECs).

Specialists will work Eastern Time Zone (ET) hours and may be scheduled across weekdays and weekends to ensure full coverage of operating hours.

Key Responsibilities

Lead & Activity Processing

  • Review inbound leads ensure proper ownership fields (Customer Dynamics).
  • Validate mobile phone numbers and update phone call activities to Invalid Number when applicable; reassign activities appropriately.
  • Assign phone call activities to correct Enrollment Counselors by reviewing:
    • Program Name
    • Lead Assignment Team
    • Inquiry Status (Contact / File Closed)
    • Activity history and modifying user information

Time Zone Assignment & Audit

  • Sort by Time Zone field and ensure correct assignment based on:
    • State mapping
    • Area code lookup when state is missing

Workflow Execution & Data Management

  • Run defined flows for Contact / File Closed leads and update appropriate ownership fields.
  • Refresh Lead records after updates and ensure workflow triggers complete successfully.
  • Close out phone call activities by time‑zone segmentation in required order (EST, CST, MST, PST, HST, AKST).

Quality & Compliance

  • Ensure all data processing steps comply with team procedures and audit standards.
  • Communicate workflow anomalies or systemic issues to Production Support and Leadership.
  • Participate in training sessions led by Client and the Production Support team to ensure full procedural mastery.

Skills & Qualifications

  • 1–2 years of experience in CRM operations, lead management, pre‑sales administration, or similar operational roles.
  • Proficiency with CRM tools (Dynamics preferred) and comfort working with complex records and filters. (Good to have)
  • High attention to detail and ability to follow structured workflows with precision.
  • Ability to work independently during assigned ET hours with fast turnaround times.
  • Excellent communication and documentation skills.

Preferred Qualifications

  • Experience in enrollment services, inside sales support, education services, or lead routing operations.
  • Familiarity with workflow automation tools or CRM admin functions.

Work Schedule Requirements

Candidates must be available to work within the following Eastern Time Zone (ET) operating windows:

  • Monday–Thursday: 8:00 a.m. – 9:00 p.m. ET
  • Friday: 8:00 a.m. – 7:00 p.m. ET
  • Saturday: 10:00 a.m. – 2:00 p.m. ET
  • Sunday: 12:00 p.m. – 4:00 p.m. ET

Schedules may rotate to ensure full coverage across all days.