CUSTOMER EXPERIENCE SPECIALISTRemote | Full-Time | Hourly

$18.00–$22.00 per hour, based on experience

ABOUT THE ROLE

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.

POSITION DETAILS

• Location: Remote – United States(preferred Pst TIme)

• Employment Type: Full-Time, Hourly

• Compensation: $18.00–$22.00 per hour, based on experience
  • Schedule: Daytime business hours, with evening and Saturday coverage during peak season
  • Overtime available
  • Reports to: Assistant Director, Customer Experience

WHAT YOU'LL DO

Outbound – Appointment Setting & Recovery

• 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. These are a high priority because they are leads we've already paid for.
  • When time allows, re-engage past quotes, older estimates, and past customers to help fill the calendar further out.

Inbound Customer Experience

• 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 finance team.

Expectations

• 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.

WHO WE'RE LOOKING FORRequired

• 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 HAVE

• Experience in roofing, home services, or another trades or contractor business.

• Bilingual with conversational Spanish.

• Previous lead-recovery calling experience.

YOUR FIRST 90 DAYSWeeks 1–2

• Learn Capstone's scripts and systems.

• Shadow live calls.

• Begin handling inbound calls with support.

By Day 30

• Handle inbound calls independently.

• Begin working the recovery list.By Day 90

• Consistently meet contact-rate and appointment-setting targets across inbound, recovery, and re-engagement work.

COMPENSATION & BENEFITS

• $18.00–$22.00 per hour, based on experience
  • Medical insurance and company sponsored life insurance

• Dental insurance• Vision insurance• 401(k)

• Paid time off
  • Paid holidays

• Equipment and software providedEQUAL 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.

Salary: $18.00–$22.00 per hour, based on experience