Customer Service Specialist
A US-based General Construction company is seeking a Virtual Customer Service Specialist to manage our Residential Roofing Division. This remote position requires a detail-oriented individual who will be responsible for managing emails and calls within our lead generation campaigns, assisting customers, and supporting the management team with administrative duties including document preparation and management. Clear and fluent English is required, and we're only considering candidates who can provide positive references from other BPO clients.
Primary Responsibilities
Customer Communication
Manage both inbound and outbound calls with potential and existing customers throughout the roof lead workflow
Respond promptly to customer inquiries via phone, email, and text
Process quote requests and coordinate with the admin team to ensure timely delivery
Follow up with leads according to the established nurture sequence
Assist customers with scheduling and rescheduling roof inspections through our scheduling system
Email Marketing Campaign Management
Administer email campaigns through our marketing platform
Create and send welcome emails, quote information, and follow-up communications
Manage newsletter subscriptions and monthly newsletter distribution
Track customer interactions and maintain accurate records in our CRM
Monitor email engagement metrics and optimize campaigns accordingly
Administrative Duties
Generate preliminary quotes using our property data system
Create and beautify customer-facing documents using design software
Prepare final quotes including financing options after inspections
Maintain the lead database with accurate customer information
Assist management with document organization and administrative support
Process opt-out requests and ensure compliance with communication preferences
Required Skills and Qualifications
Excellent verbal and written communication skills with fluent English
Previous experience in a call center or customer service role (2+ years preferred)
Proficiency with document design and presentation software
Experience with email marketing platforms
Strong attention to detail and ability to manage multiple tasks simultaneously
Exceptional organizational skills and document management abilities
Comfortable with technology and ability to learn new software quickly
Scheduling coordination experience
Ability to work independently in a remote environment
Professional phone manner and customer service orientation
Technical Requirements
Reliable high-speed internet connection
Quiet home office environment
Computer with up-to-date operating system
Headset with noise-canceling microphone
Backup power solution for uninterrupted service
Hours and Availability
Full-time position (40 hours per week)
Schedule Mon- Fri, 8:00 AM - 4:30 PM CST
Must be available during standard US business hours
Occasional flexibility for urgent customer communications
Application Requirements
Resume detailing relevant experience
Prepared to share References from previous BPO clients or employers
Completion of Skills Assessment
