The Reviews Specialist is responsible for contacting homeowners post-appointment to conduct satisfaction surveys and secure Google Reviews. They must also log call outcomes, manage data, and escalate any customer issues identified during the calls.
This is a remote position.
About the Role
The Reviews Specialist is a natural conversationalist with extremely high interpersonal skills and an infectious personality. The Reviews Specialist is a short-call relationship builder: you get on the phone with U.S. homeowners for 2-4 minutes, run a quick satisfaction check on the visit/job, then secure a Google Review. In short, the ability to make U.S. homeowners feel at ease and smile over the phone.
You are:
Warm and human, but not a chatterbox
Comfortably scripted, but never robotic
Able to read the room fast and adjust to the person on the other end
Genuinely devoted to making sure they received great customer service
Your mission:
Run a simple, respectful customer satisfaction check
When the experience is good, turn that into a clear "yes" to leaving a review
Walk the homeowner through leaving that review while keeping the call tight and professional
You'll get clear processes, script and feedback. You must already bring the phone presence, emotional intelligence, and outbound calling experience to handle high-volume dialing and nuanced homeowner conversations.
Core Responsibilities:
Contact Homeowners: Contact customers after completed appointments via call, SMS, voicemail to confirm who they are.
Run a quick satisfaction survey: Ask 2-4 focused questions to understand how the appointment went.
Earn and generate Reviews: When the visit was positive, ask if they'd be open to share that experience in a Google Review and guide them through posting the review in 60-90 seconds.
Resolve/Escalate Issues: Listen, acknowledge, and capture what went wrong, then put them at ease and escalate the issue.
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 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
COMPETITIVE GREATNESS
Every team member owns their role.
When something is broken, they address it directly. They reject excuses and instead debate solutions.
They smile in the face of adversity, and embrace discomfort in order to grow.
They take pride in excellence and are intolerant of anything less.
SINCERE CANDOR
They commit to direct and constructive communication: Giving and receiving feedback openly.
They practice BLUF – Bottom Line Up Front: Take time to structure their thoughts, and lead with the main point.
They show respect to the team by valuing speed, cutting fluff, and communicating with extreme clarity
RESULTS WITHOUT EGO
They are radically results-focused.
They operate with sincerity, without the clouding influence of showmanship or politics.
They remain emotionally resilient, having thick skin, and rejecting over sensitivity.
They trust their outcomes and their 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.
Short-call control: You keep calls focused and on track without being rude. You can gently steer a talkative homeowner back to the point, and you don't waste time with small talk when they're clearly busy.
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.)
“I was the first applicant for a remote marketing position that got listed on the company website the same day I applied. Had an interview within 48 hours!”
— Sarah J.
·
Marketing Manager
★★★★★
Verified
