Customer Experience Specialist

Allied Roofing Partners

. Call back homeowners who reached out but haven't booked and get them scheduled .

Posted 10/14/2026full-timeRemote • California • United StatesMid-LevelSenior💰 $18 - $22 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong phone-based customer service skills, with the ability to effectively engage with homeowners and manage appointments using CRM and communication tools. Exhibits a goal-driven mindset and adaptability in following scripts while providing a professional and friendly customer experience.

Highest-signal resume keywords

Phone-Based Customer ServiceAppointment SettingCRM ProficiencyLead-Recovery ExperienceBilingual Spanish

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills

Clear Phone PresenceEmpathyPatienceQuick ThinkingSelf-Discipline

Tools & Technologies

CRMDialerSoftphone

Industry Keywords

Home ServicesRoofingInside SalesCall-Center ExperienceScriptsPlaybooks

Tech Stack

Tools & technologies

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About the role

Key responsibilities & impact

Call back homeowners who reached out but haven't booked and get them scheduled
Work the recovery list of missed calls and unworked web leads
Re-engage past quotes, older estimates, and past customers when time allows
Answer inbound calls from homeowners requesting to book an inspection or estimate
Assist existing customers with job-related or basic questions
Respond to new website and social media leads within minutes
Log every interaction in the CRM
Transfer billing questions to the finance team
Follow calling cadence, scripts, and playbooks while adapting with good judgment
Meet daily and weekly targets for response speed, contact rate, and appointments booked
Provide a professional, friendly, and helpful customer experience
Learn Capstone's scripts and systems, shadow live calls, and progressively handle inbound, recovery, and re-engagement work

Requirements

What you’ll need

Phone-based customer service, appointment setting, inside sales, or call-center experience, including experience working with scripts or playbooks
Clear, confident, and friendly phone presence
Persistent without being pushy
Empathy, patience, and quick thinking with the ability to respond thoughtfully rather than react
Strong comfort with technology and the ability to learn and move between a CRM, dialer or softphone, and other tools as they evolve
Self-discipline and the ability to work productively from home
Quiet, professional home workspace with reliable high-speed internet
Coachable and goal-driven mindset
Authorization to work in the United States
Experience in roofing, home services, or another trades or contractor business is nice to have
Bilingual with conversational Spanish is nice to have
Previous lead-recovery calling experience is nice to have

Benefits

Comp & perks

Medical insurance and company sponsored life insurance
Dental insurance
Vision insurance
401(k)
Paid time off
Paid holidays
Equipment and software provided
Overtime available