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AI Summary
Contact homeowners after roofing appointments to gather feedback and generate high-quality Google reviews. Identify and escalate negative customer experiences while maintaining accurate call logs and records.
This is a remote position.
About the Role
The Reviews Specialist is a natural conversationalist with extremely high interpersonal skills and an infectious personality. In short, the ability to make U.S. homeowners feel at ease and smile over the phone. This role is responsible for contacting homeowners after in‐home roofing sales appointments, gathering feedback, and generating Google reviews for our clients.
Your Mission: Generate consistent, high‐quality Google reviews from completed in‐person home visits by turning a high percentage of conversations into clear review promises and then into posted reviews. You’ll receive clear overall process guidelines + feedback, but you must already possess the interpersonal skills and outbound dialing experience needed for high‐volume outreach and nuance homeowner conversations.
Core Responsibilities:
- Contact Homeowners: Contact customers after completed appointments via call, SMS, voicemail to gather feedback on their experience with the client’s business.
- Generate Reviews: Gather feedback on customer experience, ask customers to leave a Google review, send the link and guide the customer through leaving a review.
- Resolve Issues: Identify any negative experiences or concerns and escalate them to our clients, and put the homeowner at ease.
- Call Dispositions: Log call outcomes, data, notes, and review status to ensure up to date and accurate records.
Key Objectives:
- Review Generation: Meet or exceed review volume and conversion targets.
- Customer Experience: Deliver a positive customer experience on every call.
Tools & Platforms You'll Use:
- CallTools
- Google Docs
- Zoom
- Slack
- Google Drive
- Loom
Who’s a Great Fit:
You’re someone who thrives on responsibility and owning your outcomes—no babysitting required. You see problems clearly and address them quickly and directly, no sugar‐coating. You're hungry to win, proud of your work quality, and comfortable in challenging situations.
You communicate directly, clearly, and without fluff—bottom line up front, every time. You're genuinely open to feedback and have thick skin because you know growth comes from candid, direct conversations.
You’re OK doing the same core actions every day: dialing, logging, following the script, and following up. You welcome hard conversations and aren’t afraid of handling the occasional upset homeowner.
You’re here to deliver outstanding results—not for praise or recognition. Your ego stays checked at the door; your performance and outcomes do all the talking.
This is not a fit if you dislike repetitive work, are uncomfortable being on the phone for most of the day, struggle with rejection, or are hard for U.S. homeowners to understand over the phone. This role rewards people who love talking to strangers, can hear “no” all day without taking it personally, and still show up sounding warm and positive on every call.
Core Values
1. COMPETITIVE GREATNESS
- Every team member owns their role.
- When something is broken, we address it directly. We reject excuses and instead debate solutions.
- We smile in the face of adversity, and we embrace discomfort in order to grow.
- We take pride in excellence, we hunger to win, and we are intolerant of anything less.
2. SINCERE CANDOR
- We commit to direct and constructive communication: Giving and receiving feedback openly.
- We practice BLUF – Bottom Line Up Front: We take time to structure our thoughts, and we lead with the main point.
- We show respect to our team by valuing speed, cutting fluff, and communicating with extreme clarity.
3. RESULTS WITHOUT EGO
- We are radically results-focused.
- We operate with sincerity, without the clouding influence of showmanship or politics.
- We remain emotionally resilient, having thick skin, and rejecting oversensitivity.
- We trust our outcomes and our team’s outcomes to speak loudest.
Requirements
Required Skills & Qualifications
Essential:
- Exceptionally clear, easy‐to‐understand spoken English suitable for U.S. homeowners.
- If a typical U.S. homeowner would struggle to understand you, or frequently ask you to repeat yourself, this role is not a fit.
- Warm, engaging phone presence: people feel relaxed and listened to when you talk.
- You don’t sound like a call center agent - You sound like the office manager of a local home services company that genuinely cares about getting feedback from customers.
- Experience in high‐volume outbound phone work (cold calling, collections, appointment setting, or phone sales), regularly making hundreds of calls per day.
- Able to follow a script while sounding completely natural and conversational.
- Comfortable handling objections, light conflict, and occasional upset homeowners without getting flustered.
- Able to sustain high call volume and repetitive outreach every day.
- Reliable internet and quiet work environment:
- Download: 15 Mbps
- Upload: 10 Mbps
Preferred (but not required):
- Experience with U.S. home services (roofing, HVAC, solar, etc.)
Benefits
- Salary: $2000 - $3000 USD / month
- 100% Remote anywhere in LATAM
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