Customer Experience Specialist – PST Time Zone

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

📋 Description

• Follow up with homeowners who have expressed interest but have not yet scheduled an appointment.

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

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

• Handle incoming calls from homeowners seeking inspections or estimates.

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

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

• Document all interactions in the CRM system.

• Direct billing inquiries to the finance team.

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

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

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

• Familiarize yourself with Capstone's scripts and systems, observe live calls, and gradually take on inbound calls and recovery tasks.

⛳️ Requirements

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

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

• Demonstrate persistence without being overly aggressive.

• Show empathy, patience, and quick problem-solving skills.

• Capability to respond thoughtfully instead of reacting impulsively.

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

• Self-motivated and capable of working efficiently from home.

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

• Be open to coaching and driven by goals.

• Legal authorization to work in the United States.

• Bilingual proficiency in conversational Spanish is a plus.

• Experience in roofing, home services, trades, or the contractor industry is a plus.

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

🏝️ Benefits

• Incentive bonus plan.

• Overtime opportunities available.

• Medical insurance coverage.

• Company-sponsored life insurance.

• Dental insurance options.

• Vision insurance plans.

• 401(k) retirement plan.

• Paid time off.

• Paid holidays.

• Necessary equipment and software provided.