ROLE SUMMARY

ABOUT THE COMPANY

Resilient Roofing provides roofing services including emergency repairs, roof replacement, and gutter installation. Serving both residential and commercial clients since 1967, the company has built a reputation for high-quality workmanship and transparent pricing. Its team of experienced professionals follows strict industry standards, and the company has always kept full licensure and insurance. Resilient Roofing stands out for its commitment to customer satisfaction and sustainable practices, which has made it a trusted name in the roofing industry.

ABOUT THE ROLE

Resilient Roofing is growing and needs a Client Service Representative to keep up with its lead flow. This person is often the first voice a homeowner or business hears from the company, responding to new leads quickly, booking qualified appointments for the sales team, and keeping every interaction documented. Between inbound leads, the role reaches out to past prospects and former clients to keep the pipeline full. The position comes with structured sales training, ongoing support, and commission on KPIs.

This position is perfect for someone who:

✅ Has a natural sense of urgency

✅ Is proactive and takes initiative

✅ Possesses strong communication and interpersonal skills

✅ Bounces back from rejection and stays positive call after call

✅ Takes pride in accurate data and reliable reporting

✅ Can work remotely and stay motivated and integrated with the team

ROLE RESPONSIBILITIES

Inbound Lead Response and Appointment Setting

You will be the first point of contact for every new lead. Fast, consistent follow-up is what turns an inquiry into a booked roofing project.

Call and text every new lead as soon as it arrives
Qualify leads for fit, timing, and project scope
Book qualified appointments for the sales team using the company's appointment script
Explain roofing projects and the company's work process in simple terms
Keep a steady follow-up schedule with leads who have not booked yet

Appointment Confirmation and Client Communication

You will keep booked appointments on track and every client conversation moving. Confirmed appointments protect the sales team's time and cut down on no-shows.

Confirm every appointment the business day before
Reschedule missed appointments quickly
Answer incoming calls, share information, and route callers to the right person
Return calls and emails promptly
Coordinate with internal staff, trades, and suppliers when a client needs answers

Reactivation, Referrals, and Reviews

You will turn past conversations into new business. Repeat work, referrals, and reviews are a big part of how Resilient Roofing grows.

Call past prospects to re-engage them and book new appointments
Ask prospects and former clients for referrals
Request reviews from clients and follow up until they are posted
Track referral sources and review requests in the CRM

CRM Documentation and Reporting

You will keep JobNimbus accurate and up to date. Clean records keep the sales team informed and feed the company's reports.

Update JobNimbus after every call, text, and email
Process new leads and signed contracts into company reports
Maintain an organized pipeline of prospects
Report on outreach activity and results
Help cross-train team members on phone handling and lead processing

Although the responsibilities outlined above will form the core focus of your role, please note that your hiring manager may assign additional relevant tasks as needed to align with the evolving objectives of your position and the overall goals of our business.

ROLE QUALIFICATIONS

REQUIRED QUALIFICATIONS

Proven sales or appointment-setting experience, including outbound and cold calling
Experience handling high volumes of outreach (150-200 daily dials)
Experience responding to inbound leads quickly and booking appointments from a script
Strong interpersonal skills and the ability to build rapport quickly
Proficiency in CRM software
Knowledge of Outlook and Teams
Excellent communication skills by phone, text, and email
Strong organization and documentation habits
Self-motivated, goal-oriented, and able to work independently
Must have own webcam, microphone, and computer (relevant software and subscriptions provided).
Excellent English verbal and written language proficiency (C2 in CEFR Scale).
Access to a quiet work area at home with reliable internet (100 Mbps or more).

PREFERRED ("NICE-TO-HAVE") QUALIFICATIONS

Experience with JobNimbus
Previous experience in the roofing or construction industry
Previous call center experience in a sales environment
Experience requesting and managing online reviews
Experience with prospecting tools

ROLE SPECIFICATIONS

Base Salary: Q7,500 base salary + commissions based on KPIs up to $500
Role type: Full-time
Location: Guatemala (Remote - Work from home)
Schedule: Monday to Friday, 9:00 AM - 6:00 PM PST

RECRUITING PROCESS

Application / Screening: When you apply for this position, we will ask you a short questionnaire to get to know you a little bit better and ask you for some additional inputs to see if you qualify for the position. In addition, we will ask you to complete a short psychometric evaluation and a short English proficiency assessment. The idea is to explore if this is a good fit before moving forward.

Skills Assessment: You will be asked to complete a few exercises and/or projects designed to recreate the work tasks that you will be responsible for if you are given the role. This helps us gauge your skill level as well as give you a better idea of the required work.

Skills Assessment Interview: This is a 60 min - 90 min conversation where we further test your skills, learn about your previous working experiences, and evaluate culture fit to the role and company.

Hiring Manager Final Interview: This is a 30 min - 60 min conversation with the position’s Hiring Manager (and potentially a few company team members) to get to know you better and to set the expectations and vision for the role.

The entire process usually takes anywhere between 2-4 weeks to complete depending on the seniority of the position.

CONTACT US

If you have any questions or run into any complications while submitting your application, please reach out to:

recruitment@trymeteor.com