Customer Care Follow-Up Specialist

About the Role

We are seeking a proactive and detail-oriented Customer Care Follow-Up Specialist to join our growing remote team. You'll call customers with large orders or open quotes to find out what's stalling the sale and pass it to the sales team. High-volume and call-driven — success comes from clear communication, follow-through, and accurate notes, not just product knowledge.

Key Responsibilities:

• Make 100–150+ outbound follow-up calls and/or voicemails per day to customers with large-ticket orders or open quotes, meeting daily and weekly volume targets
• Work systematically through an assigned backlog, prioritizing time-sensitive accounts
• Open each conversation professionally and quickly re-establish context on the customer's order or quote
• Ask targeted questions to uncover what's needed to move the sale forward
• Respond to customer objections and pushback in a way that keeps the conversation professional and on track
• Log every interaction in real time with detailed, accurate notes on customer needs, concerns, and agreed next steps
• Hand off promptly to the assigned sales rep, flagging high-priority or ready-to-close opportunities the same day
• Communicate by phone and email as needed to support the sales process

Minimum Qualifications:

• Minimum 2 years of experience in customer service, outbound calling, or sales support
• Ability to communicate clearly and professionally in spoken English
• Demonstrated ability to sustain a high daily outbound call volume (100–150+ calls/day), including a high proportion of voicemail messages
• Ability to produce complete, accurate written documentation of customer interactions for handoff to sales representatives
• Comfortable working independently in a fully remote role with minimal day-to-day supervision; schedule: Monday–Friday, 6:30 AM–3:00 PM Pacific Time

Nice to Have:

• Prior experience following up on sales quotes or working a lead/call backlog
• Familiarity with CRM or call-tracking software
• Experience in flooring, building materials, or contractor-facing industries
• Reliable high-speed home internet connection and own PC or laptop suitable for full-time remote work

Knowledge, Skills & Abilities:

• Knowledge: Customer and Personal Service; English Language; Sales and Marketing; Administration and Management
• Skills: Active Listening, Speaking, and Reading Comprehension; Critical Thinking; Service Orientation; Persuasion and Negotiation; Social Perceptiveness; Time Management
• Abilities: Oral Comprehension and Expression; Speech Clarity; Problem Sensitivity; Deductive Reasoning

Work Context:

• Telephone conversations: Every day — this is a phone-first role
• Electronic mail: Frequent, to support follow-ups and documentation
• Time pressure: Regular — daily call and backlog targets
• Contact with others: Constant — customers throughout the day, sales reps for handoffs
• Dealing with unpleasant or frustrated customers: Regular — expect pushback and occasional difficult conversations
• Structure of work: Highly structured — a defined daily call list/backlog with clear volume targets
• Physical setting: Remote, computer- and phone-based, seated for most of the shift

Why Work With Us:

• People-First Culture: Supportive, ego-free, and collaborative environment
• Work From Anywhere: Flexible hours, fully remote, and a deeply connected team
• Reputation & Trust: Join a respected agency with happy clients
• Growth Path: The company is scaling and investing in new systems (including a planned ERP rollout) to streamline operations, with room to grow as the team and its processes mature
• Longevity: The client values loyalty and long-term retention, with an established, family-like culture