Company: Shamrock Roofing & Construction
Work Type: Full-Time, Remote
Preferred Location: Nearshore / Latin America
Work Hours: U.S. Central Time Zone (CST/CDT)
Industry: Roofing / Home Services
English Requirement: Exceptional spoken and written English — 10/10 fluency required
About the Role
Shamrock Roofing & Construction is looking for a high-energy, highly organized Remote Customer Care & Lead Management Specialist to join our customer care team.
This is much more than a traditional call center position.
You will be responsible for helping manage the customer journey from the moment a new roofing lead contacts Shamrock through appointment scheduling, confirmation, follow-up, and continued communication.
Our Customer Care Team handles incoming and outgoing phone calls, emails, website leads, text messages, social media/direct messages, missed calls, no-shows, older leads, and multiple other lead sources. You will work directly inside our roofing CRM to make sure every lead is contacted, properly documented, followed up with, and moved toward the next appropriate step.
The ideal candidate is an outstanding communicator who is comfortable speaking with U.S. homeowners, has strong customer service instincts, understands basic sales and lead follow-up, learns technology quickly, and can manage a high volume of communication without allowing opportunities to fall through the cracks.
Previous sales, appointment-setting, call center, roofing, construction, or home-services experience is strongly preferred.
Key Responsibilities
Phone & Remote Call Management
• Evenings Hours 11am - 7pm CST and Saturday and Sunday Hours
• Answer inbound customer and prospect phone calls professionally.
• Make outbound calls to new leads, existing prospects, missed calls, no-shows, and older leads.
• Properly route calls and customer requests when necessary.
• Follow established call scripts while communicating naturally and professionally.
• Manage missed-call follow-up and ensure inquiries receive a timely response.
• Handle customers professionally during both routine and high-stress situations.
• Maintain a friendly, confident, helpful tone on every call.
• Accurately document phone conversations and outcomes in the CRM.
Lead Management & Appointment Scheduling
• Contact new roofing leads quickly after they enter the system.
• Qualify leads based on established company criteria.
• Schedule appointments for Shamrock Roofing Project Managers.
• Coordinate appointment times between homeowners and Project Managers.
• Confirm appointments before scheduled visits.
• Track appointment status and follow up when necessary.
• Contact customers who cancel or fail to show for appointments.
• Reschedule qualified opportunities whenever possible.
• Maintain consistent follow-up with prospects who are not immediately ready to
schedule.
CRM Management
• Work daily inside Shamrock Roofing’s roofing CRM.
• Create and update customer and lead records.
• Maintain detailed and accurate notes regarding every interaction.
• Update lead statuses and pipeline stages.
• Create follow-up activities and reminders.
• Track appointment outcomes.
• Identify leads requiring additional follow-up.
• Maintain clean and accurate CRM data.
• Ensure leads do not become lost, forgotten, or neglected in the system.
If it isn’t documented in the CRM, it didn’t happen.
Multi-Channel Customer Communication
Manage customer inquiries and conversations coming from multiple channels, including:
• Phone calls
• Email
• SMS/text messaging
• Website forms
• Google Business Profile inquiries
• Social media
• Facebook and Instagram direct messages
• Lead-generation platforms
• Roofing and home-service lead sources
• Internal CRM communications
Every channel should receive the same high level of professionalism and responsiveness.
Lead Follow-Up & Reactivation
A major part of this position involves disciplined follow-up.
You will:
• Follow up with new leads who have not responded.
• Contact leads who requested information but never scheduled.
• Re-engage older or “dead” leads.
• Follow up with missed appointments and no-shows.
• Attempt to reschedule canceled appointments.
• Continue nurturing qualified opportunities according to company procedures.
• Help turn previously inactive opportunities into appointments.
You must be comfortable making outbound calls and following up multiple times while remaining professional and respectful.
Customer Care
• Deliver an exceptional customer experience from the first interaction.
• Listen carefully and understand what the customer needs.
• Communicate clearly with homeowners who may have questions about roofing, storm damage, inspections, insurance claims, appointments, or the roofing process.
• Provide accurate information based on company procedures.
• Escalate technical, production, insurance, or management questions to the appropriate team member.
• Help customers feel confident that their issue is being handled.
Required Qualifications
• Hours 11am - 7pm CST Monday - Friday, 8am - 7pm Saturday and Sunday 40 Hours
• Near-native or native-level English communication skills — 10/10 English required.
• Excellent spoken English with clear pronunciation and strong comprehension.
• Excellent written English for email, SMS, CRM notes, and direct messaging.
• Prior remote customer service, call center, appointment-setting, lead management, or inside-sales experience.
• Comfortable handling a significant volume of inbound and outbound calls.
• Strong computer and technology skills.
• Experience working with a CRM.
• Ability to learn new software quickly.
• Strong organizational and time-management skills.
• Ability to manage multiple conversations and priorities simultaneously.
• Strong attention to detail.
• Reliable high-speed internet.
• Professional home-office environment suitable for customer phone calls and video
meetings.
• Reliable computer and headset.
• Ability to work full-time during U.S. Central Time Zone business hours.
Preferred Experience
Experience in any of the following is a major advantage:
• Roofing
• Construction
• Home services
• Restoration
• HVAC
• Plumbing
• Solar
• Insurance restoration
• Real estate
• Inside sales
• Appointment setting
• Lead generation
• Customer success
• Call center operations
• CRM management
Previous experience working with U.S. customers is strongly preferred.
Sales Experience Preferred
This is primarily a customer care and lead management position, but successful candidates should understand the fundamentals of sales.
You are not expected to be a high-pressure salesperson.
You are expected to:
• Build rapport quickly.
• Ask good questions.
• Identify customer needs.
• Overcome basic objections.
• Explain the value of scheduling an appointment.
• Confidently ask for the appointment.
• Follow up persistently.
• Help move qualified opportunities forward.
Experience in inside sales, appointment setting, lead nurturing, or customer conversion is highly desirable.
What We Are Looking For
We want someone who is:
• Extremely reliable
• Customer-focused
• Friendly and personable
• Confident on the phone
• Highly organized
• Detail-oriented
• Tech-savvy
• Fast-moving
• Coachable
• Accountable
• Self-motivated
• Comfortable with KPIs and performance goals
• Able to work independently
• A strong team communicator
• Persistent without being aggressive
• Comfortable taking ownership of leads from first contact through appointment
You should be the type of person who sees an unanswered lead, missed call, incomplete CRM record, or missed appointment and immediately thinks:
“Someone needs to take care of this.”
Then you take care of it.
Performance Expectations
Success in this role may be measured through metrics such as:
• Speed-to-lead
• Calls answered
• Outbound calls completed
• Lead contact rate
• Appointment booking rate
• Appointment confirmation rate
• No-show recovery
• Lead reactivation
• Follow-up completion
• CRM accuracy
• Customer response time
• Customer satisfaction
• Lead pipeline cleanliness
Schedule & Availability
This is a full-time remote position supporting a U.S.-based company.
Candidates must be available during U.S. Central Time Zone business hours and be consistently available for:
• Customer calls
• Team meetings
• Training
• Video meetings
• CRM activity
• Internal messaging
• Coaching and performance reviews
Consistent attendance and availability during scheduled hours are essential.
Why This Role Matters
Every roofing lead represents a homeowner who needs help and a significant opportunity for Shamrock Roofing.
Our Customer Care Team is responsible for making sure those opportunities receive immediate attention, professional communication, consistent follow-up, and a great customer experience.
We are looking for someone who takes ownership, communicates exceptionally well, and understands that great follow-up wins business.
If you have exceptional English, love talking with customers, are comfortable using technology and CRM systems, enjoy turning conversations into appointments, and want to grow with a leading U.S. roofing company, we want to hear from you.
