Reviews Specialist

This is a remote position.

About the Company They are a digital marketing company focused specifically on roofing contractors in the U.S. In simple terms, they help roofing companies get more customers through Google Maps and online marketing. Their main focus is improving a roofer’s visibility when homeowners search for services on Google, generating inbound calls and leads, and helping clients turn those leads into actual revenue. They focus on expanding their clients’ Google Maps presence into additional territories.
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:
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Contact Homeowners: Contact customers after completed appointments via call, SMS, voicemail to confirm who they are.

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Run a quick satisfaction survey: Ask 2-4 focused questions to understand how the appointment went.

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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.

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Resolve/Escalate Issues: Listen, acknowledge, and capture what went wrong, then put them at ease and escalate the issue.

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Call Dispositions: Log call outcomes, data, notes, and review status to ensure up to date and accurate records.

Key Objectives:
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Review Generation: Meet or exceed review volume and conversion targets.

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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 deba