CUSTOMER EXPERIENCE SPECIALIST

Allied Roofing Partners•Santa Rosa, CA

3d•$18 - $22•Remote

About The Position

A Customer Experience (CX) Specialist is often the first person a homeowner talks to—whether they've called, filled out a web form, or clicked a social ad. The CX Specialist role is designed to make sure customers hear back in minutes, not hours. CX will also help existing customers with questions and/or basic information as needed. This role blends customer service and appointment setting. You'll work from proven scripts and playbooks while bringing real listening and judgment to every call. You'll start by supporting Capstone Roofing, with room to grow into other brands and tools as our CX team expands. Our goal is simple: Homeowners feel supported, not processed.

Requirements

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.

Nice To Haves

Experience in roofing, home services, or another trades or contractor business.
Bilingual with conversational Spanish.
Previous lead-recovery calling experience.

Responsibilities

Call back homeowners who reached out but haven't booked and get them scheduled.
Work our recovery list of missed calls and unworked web leads.
Re-engage past quotes, older estimates, and past customers to help fill the calendar further out.
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 our calling cadence, scripts, and playbooks while adapting with good judgment when a situation calls for it.
Meet daily and weekly targets for response speed, contact rate, and appointments booked.
Provide a professional, friendly, and helpful experience during every customer interaction.