CUSTOMER EXPERIENCE & APPOINTMENT SPECIALIST

Remote Position – Mexico | Full-Time

IMPORTANT APPLICATION REQUIREMENT

EVERY APPLICANT MUST INCLUDE A LINK TO A 60–90 SECOND VIDEO OF THEMSELVES SPEAKING IN ENGLISH. APPLICATIONS WITHOUT A VIDEO LINK WILL NOT BE CONSIDERED.

In your video, briefly introduce yourself and explain why you are interested in this position and why you believe you would be a good fit. The video does not need to be professionally produced. We use it to evaluate your spoken English, communication style, professionalism, and ability to present yourself clearly.

About Certified

Certified is an established residential roofing and siding company serving homeowners throughout Maryland. We are committed to exceptional customer service, quality workmanship, and creating a great customer experience from the first phone call forward.

About the Position

We are looking for a Customer Experience & Appointment Specialist to become an important part of our team and the first point of contact for many of our customers. This is not simply a receptionist or data-entry position. You will be the voice of Certified and will play an important role in ensuring that every customer and every new lead receives prompt, professional attention.

Primary Responsibilities

· Answer incoming customer phone calls professionally and courteously.

· Respond quickly to new leads from our website and other lead sources.

· Schedule appointments for roof replacement estimates and repair/service calls.

· Return missed calls promptly.

· Monitor incoming requests and leads throughout the day.

· Respond to customer inquiries through text, email, and other communication channels.

· Maintain accurate customer information and notes in our CRM.

· Confirm upcoming appointments.

· Follow up with customers when appropriate.

· Communicate appointment information to the sales and production teams.

· Help ensure that no customer call or lead is overlooked.

· Follow established company scripts, procedures,



and customer-service standards.

What We Are Looking For The most important qualifications are communication, personality, reliability, and professionalism.

· Excellent, clear spoken English and easy-to-understand telephone communication.

· Friendly, naturally conversational personality.

· Comfort speaking with homeowners in the United States.

· Strong organization and ability to manage multiple requests.

· Dependable attendance and consistent availability.

· Ability to learn computer software and CRM systems quickly.

· Ability to follow procedures while thinking independently when necessary.

· Comfort working independently in a remote environment.

· Professional and quiet home workspace.

Relevant Experience

Experience in customer service, call centers, appointment setting, reception, hospitality, medical or dental scheduling, home services, sales support, or CRM/customer management is helpful. Roofing experience is not required; training will be provided.

Work Schedule

Full-Time | Monday–Friday | 9:00 AM–6:00 PM Eastern Time | Approximately 45 hours per week, including the scheduled workday and lunch period.

Technology Requirements

· Reliable high-speed internet.

· Dependable computer capable of handling multiple applications.

· Quality headset and microphone.

· Working webcam.

· Quiet, professional workspace.

· Reliable backup internet or contingency plan is strongly preferred.

Compensation

$11.00 USD per hour

Full-time, approximately 45 hours per week. Additional opportunities may be available as responsibilities and performance grow.

How to Apply

Please submit BOTH of the following:

1. Your resume.
2. A link to a 60–90 second video of yourself speaking in English.

In the video, you can simply say: “My name is ______. I am interested in the Customer Experience & Appointment Specialist position because ______. I believe I would be a good fit because ______.” Applications without a video link will not be considered.

Job Type: Part-time

Pay: $8,640.00 - $8,641.00 per week

Expected hours: 45.0 per week

Work Location: Remote

📌 Appointment Setter (México)
🏢 Certified Roofing
📍 México