Customer Experience Specialist

This is a fully remote position, open to applicants in California.

📋 Description

• Follow up with homeowners who have reached out but have not yet scheduled an appointment.

• Manage the recovery list of missed calls and unaddressed web leads.

• Reconnect with previous quotes, older estimates, and past customers when time permits.

• Handle inbound calls from homeowners looking to schedule an inspection or estimate.

• Provide assistance to existing customers with job-related inquiries or basic questions.

• Promptly respond to new leads from the website and social media within minutes.

• Document every interaction in the CRM system.

• Direct billing inquiries to the finance team.

• Adhere to the calling cadence, scripts, and playbooks while using sound judgment for adaptations.

• Achieve daily and weekly goals for response time, contact rates, and scheduled appointments.

• Deliver a professional, friendly, and supportive customer experience.

• Familiarize yourself with Capstone's scripts and systems, shadow live calls, and gradually take on inbound, recovery, and re-engagement responsibilities.

⛳️ Requirements

• Experience in phone-based customer service, appointment setting, inside sales, or call center roles, including familiarity with scripts and playbooks.

• Possess a clear, confident, and friendly phone demeanor.

• Demonstrate persistence without being overly aggressive.

• Exhibit empathy, patience, and quick thinking with the capacity to respond thoughtfully rather than react impulsively.

• Strong technological aptitude and the ability to learn and navigate a CRM, dialer or softphone, and other evolving tools.

• Self-motivated with the ability to work efficiently from home.

• Maintain a quiet, professional workspace at home equipped with reliable high-speed internet.

• Have a coachable and goal-oriented mindset.

• Authorized to work in the United States.

• Experience in the roofing, home services, or another trades or contractor field is preferred.

• Bilingual ability in conversational Spanish is a plus.

• Prior experience in lead-recovery calling is advantageous.

🏝️ Benefits

• Medical insurance and company-sponsored life insurance.

• Dental insurance.

• Vision insurance.

• 401(k) plan.

• Paid time off.

• Paid holidays.

• All necessary equipment and software provided.

• Overtime opportunities available.