**Virtual CRM & Lead Management Coordinator**

Virtual CRM & Lead Management Coordinator

William Holder Realty Team

Position Overview

The William Holder Realty Team is seeking a highly organized, analytical, and proactive Virtual CRM & Lead Management Coordinator to oversee agent lead performance, database activity, system adoption, and sales accountability.

This person will function as a virtual extension of the Team Leader and Sales Manager, helping ensure that leads are worked properly, agents are following required processes, databases remain organized, and opportunities are not being missed.

The ideal candidate is comfortable working inside multiple real estate technology platforms, analyzing agent performance, identifying gaps, and holding agents accountable through clear communication, follow-up, coaching, and lead reassignment when necessary.

This is not simply a data-entry position. The right person must be able to review performance, recognize patterns, make recommendations, and take action.

Key Responsibilities

CRM and Database Management

• Monitor Follow Up Boss and other lead platforms to ensure leads are being contacted and followed up with consistently.
• Identify leads and contacts that have not been touched within the required follow-up period.
• Review agent databases for missed opportunities, incomplete records, inaccurate stages, and overdue tasks.
• Identify sphere contacts that have not been contacted in more than 90 days.
• Move unworked or neglected leads into the appropriate team lead pond or “Hot Pond.”
• Reassign leads when agents are not meeting the team’s follow-up and performance expectations.
• Add detailed notes regarding agent activity, lead status, coaching recommendations, and reassignment decisions.
• Perform virtual lead follow-up when appropriate through calls, texts, email s, and CRM campaigns.
• Recommend specific follow-up strategies for agents based on the lead’s history, source, stage, and engagement.

Agent Performance Monitoring

Conduct regular performance reviews using data from:

• Follow Up Boss
• Zillow
• Zillow Home Loans funnels
• Maverick
• Ylopo
• Fello
• Zillow Pro
• Rezen
• RedX
• Additional team systems and lead platforms

Review and report on:

• Number of leads assigned
• Lead response time
• Pickup rate
• Contact rate
• Appointment-set rate
• Appointment-met rate
• Preapproval rate
• Offer rate
• Conversion rate
• Lead source performance
• Agent production
• Commission splits
• Overall sales performance
• Database engagement
• Follow-up consistency
• Zillow Home Loans usage and funnel activity

Provide agents and leadership with actionable feedback based on the data.

Zillow Lead Management

Manage and monitor the team’s Zillow Sales Manager lists.

Review agents who:

• Have more than 50 active Zillow leads.
• Are ranked Fair or Low.
• Have a pickup rate below 25%.
• Have fewer than 20% of met clients preapproved.
• Have an appointment-met rate below 55%.
• Are not consistently updating lead statuses.
• Are failing to follow the required Zillow lead process.

Responsibilities include:

• Pausing agents from receiving new opportunities when appropriate.
• Nudging agents regarding overdue follow-up.
• Reassigning neglected or unworked leads.
• Reviewing Zillow ZIP-code coverage and agent availability.
• Monitoring Zillow lead routing and distribution.
• Reviewing agent Zillow profiles for completeness and quality.
• Ensuring agents maintain updated photos, biographies, reviews, transactions, and service areas.
• Encouraging and tracking proper usage of Zillow Pro.
• Reviewing the “My Agent Opportunities” smart list.
• Monitoring Zillow Home Loans activity and preapproval funnels.
• Communicating performance concerns and required corrective actions.

Fello Database Management

• Review Fello for missed opportunities and homeowner engagement.
• Monitor new Fello features and recommend ways the team can use them.
• Identify marketing and retargeting opportunities.
• Confirm whether Fello is properly enriching the team database.
• Review seller intent, property activity, home valuation engagement, and potential listing opportunities.
• Share relevant opportunities and updates with agents and leadership.
• Help agents develop follow-up strategies for Fello-generated opportunities.
• Track whether agents are working the opportunities provided through the platform.

New Agent Systems Review

Ensure every agent who has been with WHRT for fewer than three months is properly onboarded and actively using all required systems.

Systems may include:

• Follow Up Boss
• Rezen
• Ylopo
• Zillow
• Zillow Pro
• Zillow Home Loans
• Maverick
• Fello
• RedX
• Open to Close
• BrokerBlocks
• Client Giant
• Team communication and training platforms

Confirm that new agents:

• Have active logins.
• Understand how each system is used.
• Have completed their profiles.
• Are receiving the correct leads.
• Are following required workflows.
• Are updating lead stages and notes.
• Are completing assigned tasks.
• Understand team lead-conversion standards.
• Know where to find training materials and support.

Escalate access issues, training gaps, and performance concerns to leadership.

Systems and Process Accountability

• Regularly audit agents’ use of team technology and systems.
• Ensure agents are following established lead-management and sales processes.
• Review Rezen for transactions, downline activity, stock awards, and relevant agent information.
• Confirm that agent profiles and records are accurate across all platforms.
• Identify systems that are being underutilized.
• Provide agents with reminders, resources, and feedback.
• Recommend improvements to team processes and technology usage.
• Help document and update standard operating procedures.
• Track recurring problems and present solutions to leadership.
• Assist with testing and implementing new features or workflows.

Agent Communication and Accountability

• Contact agents regarding overdue leads, untouched contacts, missing notes, and incomplete tasks.
• Provide clear, professional, and constructive feedback.
• Help agents understand where their performance is falling short.
• Recommend specific actions to improve conversion.
• Follow up to confirm that required actions were completed.
• Recognize strong performance and share positive trends with leadership.
• Maintain consistent communication with agents without allowing accountability items to disappear into the CRM abyss.
• Escalate repeated noncompliance or performance issues to the Team Leader or Sales Manager.

Reporting

Prepare regular reports for leadership covering:

• Leads requiring reassignment
• Agents requiring coaching
• Agents who should be paused
• Untouched database contacts
• Sphere contacts overdue for follow-up
• New-agent system adoption
• Zillow performance
• Zillow Home Loans performance
• Fello opportunities
• Lead-source conversion
• Follow-up gaps
• Appointment and preapproval metrics
• Overall agent performance
• Recommended corrective actions

Reports should clearly explain what is happening, why it matters, and what action should be taken.

Performance Expectations

The Virtual CRM & Lead Management Coordinator will be expected to:

• Reduce the number of unworked and neglected leads.
• Improve agent follow-up consistency.
• Increase CRM accuracy and database engagement.
• Improve pickup, contact, appointment, preapproval, and conversion rates.
• Ensure new agents are fully onboarded into all required systems.
• Identify missed opportunities before they are lost.
• Improve team utilization of Zillow Pro, Fello, Follow Up Boss, Maverick, Ylopo, and other platforms.
• Maintain organized documentation and detailed notes.
• Hold agents accountable in a professional and consistent manner.
• Make recommendations based on data rather than assumptions.

Qualifications

• Experience working virtually with a real estate team, brokerage, inside sales department, or sales organization is strongly preferred.
• Experience with Follow Up Boss is highly preferred.
• Familiarity with Zillow, Zillow Pro, Ylopo, Fello, Maverick, Rezen, RedX, or similar platforms is a major advantage.
• Strong understanding of CRM management and lead-conversion processes.
• Comfortable reviewing data and identifying performance trends.
• Strong written and verbal communication skills.
• Ability to communicate corrective feedback professionally.
• Highly organized and detail-oriented.
• Able to manage multiple systems and priorities.
• Comfortable holding salespeople accountable.
• Self-motivated and able to work independently.
• Able to protect confidential client, agent, and company information.

Ideal Candidate

The ideal candidate is someone who naturally notices when something is being missed and takes action before being asked.

They are organized, persistent, comfortable with technology, and able to balance accountability with professionalism. They do not simply report problems—they investigate them, document them, recommend a solution, and follow through.

This person should enjoy working with data, improving systems, helping agents perform at a higher level, and making sure every lead receives the attention it deserves.