Customer Experience Specialist – PST Time Zone

Allied Roofing Partners

. Call back homeowners who reached out but have not booked and schedule appointments .

Posted 10/30/2026full-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, including appointment setting and lead recovery, while effectively utilizing CRM and communication tools. Exhibits a friendly and professional demeanor, with the ability to engage customers and meet performance targets.

Highest-signal resume keywords

Phone-Based Customer Service ExperienceAppointment SettingCRM ProficiencyLead Recovery Calling ExperienceBilingual Conversational 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.

Hard Skills

Appointment SettingLead Recovery CallingCRM ProficiencyScript AdherenceTechnology Comfort

Soft Skills

Clear Phone PresenceEmpathyPatienceQuick ThinkingSelf-Discipline

Tools & Technologies

CRMDialerSoftphone

Industry Keywords

Home ServicesRoofingContractor BusinessInside SalesCall Center Experience

Tech Stack

Tools & technologies

React

About the role

Key responsibilities & impact

Call back homeowners who reached out but have not booked and schedule appointments
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 inspections or estimates
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 applying 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 calls and recovery 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
Persistence without being pushy
Empathy, patience, and quick thinking
Ability to respond thoughtfully rather than react
Strong comfort with technology and ability to learn and move between a CRM, dialer or softphone, and other tools
Self-discipline and 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
Bilingual conversational Spanish is nice to have
Experience in roofing, home services, trades, or contractor business is nice to have
Previous lead-recovery calling experience is nice to have

Benefits

Comp & perks

Incentive bonus plan
Overtime available
Medical insurance
Company-sponsored life insurance
Dental insurance
Vision insurance
401(k)
Paid time off
Paid holidays
Equipment and software provided