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TYPE OF WORK
Full Time
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SALARY
1000
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HOURS PER WEEK
40
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DATE UPDATED
Aug 15, 2026
Meta Lead Conversion Specialist
**Location:** Remote
**Employment:** Full-Time
**Department:** Sales / Customer Experience
**Platform:** Sprout Social / Meta
**Reports To:** Marketing Manager / Customer Experience Manager
## ABOUT TAYLOR CONTRACTORS
Taylor Contractors is a rapidly growing New Zealand trade services company operating across multiple regions throughout the country.
Our brands provide plumbing, drainage, gasfitting, leak detection, electrical and infrastructure services to residential and commercial customers.
Our social media network currently generates significant customer attention across
We are looking for a highly motivated **Meta Lead Conversion Specialist** whose responsibility is simple:
**Turn social media conversations into qualified customers.**
This is NOT a social media content creation role.
This is a customer engagement and sales role.
You will work inside **Sprout Social**, monitoring incoming messages, comments, enquiries and relevant customer interactions across our Meta network.
Your job is to engage quickly, understand what the customer needs, gather the required information and move qualified customers into our booking and sales process.
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# THE ROLE
You will actively monitor:
*
* Instagram Direct Messages
*
* Instagram comments
* Meta advertising enquiries
* Responses to advertisements
* Relevant customer interactions
* Existing conversations requiring follow-up
Every genuine customer enquiry represents a potential job.
We expect enquiries to be handled quickly, professionally and commercially.
You should not simply answer questions.
You should **progress conversations toward an outcome.**
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# PRIMARY OBJECTIVE
The objective is:
**ENGAGEMENT**
?
**CONVERSATION**
?
**QUALIFICATION**
?
**CUSTOMER DETAILS**
?
**FORM COMPLETED / LEAD CREATED**
?
**TAYLOR CONTRACTORS CUSTOMER EXPERIENCE / SALES**
?
**JOB BOOKED**
Your success will ultimately be measured by the number and quality of customers you move into our sales pipeline.
---
# KEY RESPONSIBILITIES
## 1. Respond to Meta Enquiries
Monitor Sprout Social throughout your shift.
Respond promptly to genuine customer:
* Messages
* Comments
* Questions
* Advertising enquiries
* Service enquiries
Customers should receive fast responses during operating hours.
---
## 2. Convert Conversations Into Leads
Do not allow genuine enquiries to become endless conversations.
Determine what the customer needs and move them toward the next step.
Example:
Customer:
"My drain keeps backing up. Do you guys come to Lower Hutt?"
Response:
"Yep, absolutely — we cover Lower Hutt. Is the drain completely blocked at the moment or still draining slowly?"
Customer:
"Completely blocked."
Response:
"No problem, we can help with that. I'll get this through to the team as urgent. Can you please send through your address and best contact number?"
?
**Qualified Lead**
?
Immediately escalate to Customer Experience.
---
# 3. CUSTOMER INFORMATION
Where appropriate, obtain:
* Name
* Phone number
*
* Property address
* Region
* Service required
* Description of issue
* Urgency
* Photos
* Videos
Where Taylor Contractors uses an enquiry form, direct the customer to complete the form and follow up to ensure it has been completed.
Do not simply send a link and forget about the customer.
---
# 4. CONVERSATIONAL SELLING
We want natural conversations.
Communication should sound:
* Friendly
* Confident
* Helpful
* Direct
* Human
* Professional
* New Zealand appropriate
Avoid robotic corporate responses.
### Good:
"Yep, we can definitely help with that. Would you have a couple of photos you could send through? I'll get the team to have a look and we can work out the next step for you."
### Good:
"That's something we deal with regularly. If you send through your address and contact number I'll get this through to the team."
### Good:
"If sewage is currently overflowing, I'll mark this as urgent and get someone onto it now. What's the best number to reach you on?"
### Avoid:
"Thank you for contacting our esteemed organisation. We greatly appreciate your enquiry."
Communication must feel like a real member of a New Zealand company is helping the customer.
---
# 5. FOLLOW-UP
Many customers will not respond immediately.
Qualified prospects must be followed up appropriately.
Example:
"Hey James, just checking whether you still needed a hand with that blocked drain? Happy to get the team onto it for you."
The objective is persistent professional follow-up without annoying or misleading customers.
Every active conversation should have:
**A response, a next action, or a final outcome.**
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# 6. URGENT LEADS
Immediately escalate enquiries involving:
* Burst pipes
* Sewage overflow
* Completely blocked drains
* Major active leaks
* Flooding
* No water
* Emergency plumbing
* Urgent commercial failures
* Customers wanting immediate attendance
Do NOT spend 20 minutes messaging an emergency customer.
Get their:
**Name + Phone + Address + Problem**
and immediately hand the opportunity to the New Zealand team.
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# 7. HIGH-VALUE LEADS
Immediately flag potential:
* Drain replacements
* Sewer repairs
* Water main replacements
* Major leak repairs
* Hot water cylinder replacements
* Commercial work
* Property management opportunities
* Hydro jetting
* CCTV and drainage investigations
* Larger plumbing projects
* Repeat commercial maintenance
These opportunities should be handed to Customer Experience / Sales quickly.
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# 8. LEAD HANDOVER
A lead should not simply be described as:
"Customer needs plumber."
The handover should contain:
**Customer:** James Smith
**Location:** Lower Hutt
**Phone:** 021 XXX XXXX
**Service:** Blocked Drain
**Issue:** Main sewer appears completely blocked
**Urgency:** Urgent
**Photos:** Received
**Source:**
**Status:** Customer ready for call
The New Zealand team should be able to immediately pick up the lead and close it.
---
# 9. SPROUT SOCIAL MANAGEMENT
You are responsible for maintaining a clean and organised social inbox.
This includes:
* Responding to genuine enquiries.
* Clearing completed conversations.
* Tagging conversations correctly.
* Assigning conversations where required.
* Flagging urgent enquiries.
* Maintaining customer notes.
* Ensuring unanswered enquiries do not disappear.
* Following up active prospects.
* Keeping the inbox organised.
---
# STRICT KPIs
This is a performance-based role.
Performance will be measured weekly and monthly.
## RESPONSE TIME
**Target:** Under 5 minutes during rostered operating hours.
**Minimum Standard:** 90% of genuine enquiries responded to within 10 minutes.
---
## INBOX COVERAGE
**Target:** 100%
Every genuine service enquiry must be:
* Responded to
* Qualified
* Escalated
* Followed up
or
* Correctly closed as irrelevant / lost
No genuine enquiry should remain forgotten in the inbox.
---
## QUALIFICATION RATE
**Initial Target:** 60%+ of genuine service enquiries progressed to a qualified lead where the customer is serviceable and has genuine intent.
This KPI will be reviewed once sufficient Taylor Contractors baseline data has been collected.
---
## LEAD HANDOVER QUALITY
**Target:** 95%+
Qualified leads handed to the New Zealand team should contain the required customer and job information.
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## FOLLOW-UP COMPLIANCE
**Target:** 100%
Every active sales conversation requiring follow-up must receive the required follow-up.
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## FORM COMPLETION
Where customers are directed to an enquiry form:
The salesperson remains responsible for progressing the conversation until:
* Form completed
* Customer declines
* Customer becomes unresponsive after the approved follow-up sequence
* Lead is handed directly to Customer Experience
Sending the form link alone does NOT count as a conversion.
---
## SALES PIPELINE CONTRIBUTION
Primary monthly performance metrics will include:
* Qualified leads generated
* Qualified lead rate
* Form completions
* Jobs handed to Customer Experience
* Booked jobs originating from Meta
* Revenue originating from Meta leads
* Average response time
* Follow-up completion
* Lost lead reasons
**Revenue and booked jobs matter more than message volume.**
---
# IMPORTANT KPI PRINCIPLE
We will NOT judge performance based purely on:
* Number of messages sent
* Likes
* Comments
* Followers
* Views
Those are marketing metrics.
This is a **sales role**.
The ultimate measurement is:
**How much genuine customer opportunity did you create from our Meta audience?**
---
# WHAT YOU WILL NOT BE RESPONSIBLE FOR
* Creating social media content
* Designing graphics
* Editing videos
* Running Meta Ads
* Google Ads
* SEO
* Website development
* Technical plumbing advice
* Creating your own pricing
* Dispatching technicians
* Technician management
* Accounts
Your responsibility is:
**ENGAGE ? QUALIFY ? CONVERT ? HANDOVER ? FOLLOW UP**
---
# IDEAL CANDIDATE
We are looking for someone who:
* Has excellent written English.
* Can communicate naturally with New Zealand customers.
* Is confident selling through chat.
* Is persistent without being aggressive.
* Responds extremely quickly.
* Understands customer intent.
* Can recognise buying signals.
* Is comfortable asking customers for their details.
* Can manage multiple conversations simultaneously.
* Is highly organised.
* Is commercially minded.
* Takes ownership of outcomes.
* Enjoys targets and measurable performance.
* Can work independently.
Previous experience in:
* Chat sales
* Appointment setting
* Lead generation
* Customer service
* Meta Messenger sales
* Social selling
* Trade services
* Home services
would be highly regarded.
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# PERFORMANCE REVIEW
Performance will be reviewed weekly during the initial employment period.
We will review:
**Enquiries**
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**Conversations**
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**Qualified Leads**
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**Form Completions**
?
**Booked Jobs**
?
**Revenue**
The objective is continuous improvement in conversion throughout the funnel.
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# CAREER OPPORTUNITY
As Taylor Contractors grows, this role has the opportunity to progress into:
**Meta Lead Conversion Specialist**
?
**Senior Lead Conversion Specialist**
?
**Digital Sales Team Leader**
?
**Digital Sales Manager**
We intend to build a larger digital sales function as our advertising reach and regional operations expand.
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# TAYLOR CONTRACTORS
**Remote Position**
If you are competitive, organised, confident communicating with customers and enjoy converting conversations into sales opportunities, we'd like to hear from you.
