CUSTOMER EXPERIENCE SPECIALIST(Cst, Est, Mst)

Allied Roofing Partners•Dallas, TX

1d•$18 - $22•Remote

About The Position

The Customer Experience Specialist is often the first point of contact for homeowners who call, submit a website form, or respond to a social media ad. The role focuses on responding quickly to prospective customers, helping existing customers with basic questions, and combining customer service with appointment setting using established scripts and playbooks. The specialist will initially support Capstone Roofing, with potential to support additional brands and tools as the team expands. This is a remote, full-time, hourly position for candidates in the United States who are in Central, Eastern, or Mountain time zones. The schedule is during daytime business hours, with evening and Saturday coverage during peak season. Compensation is $18.00–$22.00 per hour based on experience, plus an incentive bonus plan; overtime may be available based on business needs. The role reports to the Assistant Director, Customer Experience.

Requirements

Experience in phone-based customer service, appointment setting, inside sales, or call-center work, including working with scripts or playbooks.
Clear, confident, and friendly phone presence.
Persistent approach without being pushy.
Empathy, patience, quick thinking, and the ability to respond thoughtfully.
Comfort with technology and ability to learn and move between a CRM, dialer or softphone, and other evolving 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.

Nice To Haves

Experience in roofing, home services, or another trades or contractor business.
Conversational Spanish bilingual ability.
Previous lead-recovery calling experience.

Responsibilities

Call homeowners who have not booked after reaching out and schedule appointments.
Work the recovery list of missed calls and unworked web leads.
When time allows, re-engage past quotes, older estimates, and past customers to help fill the calendar.
Answer inbound calls from homeowners seeking 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 using judgment when appropriate.
Meet daily and weekly targets for response speed, contact rate, and appointments booked.
Provide a professional, friendly, and helpful experience during customer interactions.
Learn Capstone’s scripts and systems, shadow live calls, and progressively handle inbound calls and recovery work.