Customer Experience Specialist

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

📋 Description

• Contact homeowners who have reached out but have not yet scheduled an appointment, and assist them in getting booked.

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

• Reconnect with previous quotes, older estimates, and former customers as time permits.

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

• Provide support to existing customers with job-related inquiries or general questions.

• Quickly respond to new leads generated from the website and social media.

• Record every interaction in the CRM system.

• Direct billing inquiries to the finance department.

• Adhere to established calling protocols, scripts, and playbooks while exercising sound judgment.

• Achieve daily and weekly goals for response times, contact rates, and booked appointments.

• Deliver a professional, friendly, and helpful experience to customers.

• Familiarize yourself with Capstone's scripts and systems, shadow live calls, and gradually manage inbound calls and recovery tasks independently.

⛳️ Requirements

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

• A clear, confident, and approachable phone demeanor.

• Persistence without coming across as pushy.

• Ability to demonstrate empathy, patience, and quick thinking, responding thoughtfully rather than reactively.

• Strong technological proficiency and the capability to adapt to various tools such as CRM systems, dialers, softphones, and others as they develop.

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

• A quiet, professional home office equipped with reliable high-speed internet.

• An open and goal-oriented mindset that is receptive to coaching.

• Authorization to work in the United States.

• Experience in roofing, home services, or other trade or contractor businesses is a plus.

• Bilingual with conversational Spanish skills is a plus.

• Prior experience in lead-recovery calling is a plus.

🏝️ Benefits

• Medical insurance and company-sponsored life insurance.

• Dental insurance.

• Vision insurance.

• 401(k) plan.

• Paid time off.

• Paid holidays.

• Equipment and software are provided.

• Overtime opportunities available.