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

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