Customer Experience Specialist – Remote

Remote (U.S. – Central, Eastern, or Mountain Time Zones)
Full-Time | $18.00–$21.00/hour + Incentive Bonus Opportunities

Overtime opportunities available based on business needs!

Join Our Growing Team!

is looking for an experienced, motivated Customer Experience Specialist to join our growing remote team!

If you enjoy helping homeowners, setting appointments, and working in a fast-paced, goal-driven environment, this could be a great opportunity for you.

You'll be the first point of contact for homeowners interested in roofing services, helping turn inbound inquiries and outbound follow-ups into scheduled appointments. You'll also assist existing customers with questions and provide a positive customer experience.

This position offers opportunities for growth as our Customer Experience team continues to expand.

What You'll Do

• Make outbound calls to homeowners to follow up on inquiries, missed calls, and unscheduled estimates.
• Schedule inspections and estimates for our sales teams.
• Answer inbound calls and assist new and existing customers.
• Respond promptly to website and social media leads.
• Re-engage previous customers and older leads to generate additional appointments.
• Accurately document customer interactions in our CRM.
• Follow established scripts, call procedures, and appointment-setting processes.
• Meet daily and weekly performance goals for calls, response times, and appointments booked.

Required Qualifications

Candidates MUST meet the following requirements to be considered:

• Home Services Experience: Previous experience setting customer appointments in roofing, HVAC, windows, siding, remodeling, or another home services industry.
• Outbound Calling Experience: Proven experience making outbound calls to homeowners and scheduling appointments.
• Softphone Experience: Hands-on experience using computer-based phone systems (softphones) for inbound and outbound calling.
• CRM Experience: Experience using CRM software to manage leads, track customer interactions, and schedule appointments.
• Strong communication skills with a professional, friendly phone presence.
• Ability to follow scripts while adapting conversations to customer needs.
• Self-motivated, dependable, organized, and comfortable working independently.
• Quiet, professional home workspace with reliable high-speed internet.
• Must be authorized to work in the United States.

Preferred Qualifications

• Roofing or exterior home improvement industry experience.
• Experience with lead recovery and re-engagement campaigns.
• Bilingual in English and Spanish.
• Previous experience in a high-volume call center or appointment-setting environment.

Compensation & Benefits

• $18.00–$21.00 per hour, based on experience.
• Incentive bonus plan with additional earning potential.
• Overtime opportunities based on business needs.
• Medical, dental, and vision insurance.
• Company-sponsored life insurance.
• 401(k).
• Paid time off and paid holidays.
• Company-provided equipment and software.
• Opportunities for professional growth and advancement.

Schedule & Work Environment

• Full-time, remote position.
• Must reside in the United States within the Central, Eastern, or Mountain Time Zones.
• Primarily daytime business hours.
• Evening and Saturday availability during peak seasons.
• Reports to the Assistant Director of Customer Experience.

What Success Looks Like

During your first 90 days, you'll receive training on our systems, scripts, and processes while building confidence handling inbound calls and outbound follow-ups.

By day 90, you'll be independently managing customer interactions, recovering leads, scheduling appointments, and consistently working toward performance goals.

Ready to Join Our Team?

If you have home services appointment-setting experience, strong outbound calling skills, and hands-on CRM and softphone experience, we'd love to hear from you!

Equal Employment Opportunity

and its operating companies are equal opportunity employers. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by law.

Reasonable accommodations are available for applicants and employees with disabilities.

and its operating companies are equal opportunity employers. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by law.

Reasonable accommodations are available for applicants and employees with disabilities.

Salary: $18.00–$21.00 per hour, based on experience