Role Guide: Solar Lead Manager and Nurture
For Narqix VAs who work callbacks, "not now" leads and follow-up cadences on solar campaigns. After this page you will know how to keep the pipeline clean, run compliant follow-up, and turn old leads into new appointments.
Track: Solar · Role: Lead Manager (Nurture) · Time to complete: 25 min
What you own
Most homeowners do not book on the first call. Research across sales teams shows most deals need five or more touches, yet many reps stop after one. You are the person who does not stop, and who stops at exactly the right moment.
You own:
- Follow-up cadences for new leads not yet reached.
- Callbacks that setters scheduled.
- Nurture leads: homeowners who are a possible fit later (bill rising, roof first, spouse away, early research).
- Pipeline hygiene: every lead has a correct status, a next step and a date, or is closed.
- Texting conversations on the registered business number, inside consent and calling rules.
Your daily rhythm
| Part of shift | What you do |
|---|---|
| Start | Check in. Open the follow-up queue sorted by due time and the homeowner's time zone |
| Due callbacks | Every callback promised for today, at the time promised (within the calling window) |
| Cadence touches | Day 1 to 14 touches for unreached leads |
| Nurture touches | Scheduled check-ins for nurture codes due this week |
| Text replies | Answer incoming texts within minutes during the shift. Route booking requests to the calendar |
| Hygiene | Fix leads with no next step, wrong codes, duplicates. Close leads that have run their full cadence |
| End | Report touches completed, conversations, appointments set from nurture, leads closed |
The standard new-lead cadence
A strong starting cadence is 8 touches over 14 days, completed 100 percent. Your client may set its own. Every touch respects the calling window, the daily attempt cap and consent.
| Day | Touch |
|---|---|
| Day 1 | Call within 5 minutes of inquiry. If no answer: voicemail and a text |
| Day 1 (later) | Second call at a different time of day (not within the same hour) |
| Day 2 | Call |
| Day 3 | Text with one simple question |
| Day 5 | Call plus voicemail |
| Day 7 | Call |
| Day 10 | Text |
| Day 14 | Final call plus a polite "closing your file" text |
After day 14 with no contact, code the lead as unreached and move it to the client's long-term nurture list, if the client has one and consent allows.
Attempt caps: some states limit how many times you can call the same person about the same subject in 24 hours (often 3). Narqix applies a cap of 3 call attempts per lead per 24 hours everywhere, unless your client sets a lower number. Texts count as contacts too.
Nurture codes and timing
Use the codes from the CRM Notes and Disposition Codes page. Every nurture lead needs a code, a reason in the note, and a next-touch date.
| Code | Situation | Next touch |
|---|---|---|
| NUR-BUYING | Renter who plans to buy a home soon | When they expect to close on the purchase |
| NUR-BILL | Bill slightly under the minimum but rising (new EV, pool, growing family) | 60 to 90 days, after the summer peak |
| NUR-ROOF | Roof needs inspection or replacement first | When the homeowner expects the roof work done, or as the client directs |
| NUR-DM | A decision maker is away for two weeks or more | The day after they return |
| NUR-RESEARCH | Early research, not ready for a visit | 30 days |
| NUR-TIMING | Interested but has a clear reason to wait (new baby, travel, busy season) | The date they gave you |
KPIs that matter
| KPI | Starting benchmark |
|---|---|
| Cadence completion | 100 percent of planned touches done on time |
| Callback on-time rate | 100 percent, within the hour promised |
| Text response time during shift | Within 5 minutes |
| Appointments revived from nurture | Track monthly, by code |
| Leads with no next step | Zero at end of shift |
| Opt-outs honored | 100 percent, immediately |
Handoffs
| You receive from | What | You pass to | What |
|---|---|---|---|
| Setters, live transfer agents | Callbacks and nurture leads | Setter or calendar | Homeowners ready to book |
| Confirmers | Released appointments after three failures | Team lead | Complaints, consent questions, data problems |
| Texting platform | Incoming replies | Compliance list | Every opt-out, the same moment |
Quality checklist
- Every text includes the client's company name
- First text to a new number includes opt-out instructions
- No text or call sent outside the homeowner's calling window
- Every nurture lead has a code, a reason and a date
- Every callback happened at the time promised
- Every STOP, "remove me" or similar reply coded DNC immediately
- Duplicates merged, wrong numbers coded WN
Common mistakes
- Generic check-ins. "Just following up!" gives the homeowner no reason to reply. Refer to what they told you: "Last time you mentioned the summer bills. How did July and August look?"
- Missing a promised callback. It tells the homeowner the company is unreliable.
- Texting at night their time because it is your working hour. The window applies to texts too.
- Never closing leads. A pipeline full of dead leads hides the live ones. Close leads that finished the cadence.
- Over-texting. Two unanswered texts in a row is a signal to switch to a call or wait.
Never do this:
Never text a number that has no consent on file and is not on the client's approved cold list.
Never send links, pictures or attachments the client has not approved.
Never restart a cadence on a lead coded DNC, even if a new lead form arrives. Escalate it to the team lead instead.
Escalation rules
- A lead coded DNC submits a new inquiry: team lead decides.
- A homeowner replies with anger, legal words or a complaint: stop, do not reply further, escalate.
- Consent source missing or unclear on a lead in your queue: pause the lead, escalate.
- An existing customer texts about a service problem: route to the client's customer team as instructed.
Coach's note: The best nurture message is a question that is easy to answer with one word. "Is the roof work still planned for spring?" gets replies. "Let me know if you have any questions!" does not.
Check yourself
- Describe the 8-touch, 14-day cadence in your own words.
- A renter says they are closing on a house in three months. Which code and next-touch date do you use?
- How many call attempts per lead per 24 hours does Narqix allow by default?
- A homeowner texts back "remove me". What happens, and how fast?
- Why should you close leads that finished the cadence?
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