Remote Customer Experience Specialist

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Job Title: Remote Customer Experience Specialist (100% Work From Home)

Location: Remote from Latin America

Position Type: Full-time


Salary : $1,500 USD/month
Schedule: Monday - Friday, 8:30 AM - 5:30 PM US Eastern Standard Time / EST.

Job Overview

Our Client is a premier home improvement and residential design firm dedicated to delivering high-ticket home transformation services to homeowners across North America. Operating with a commitment to white-glove customer care, exemplary craftsmanship, and relationship-first engagement, they combine personalized design consultations with structured post-consultation support. Driven by a desire to ensure every prospective homeowner feels heard and valued, they rely on empathy-focused customer experience professionals to maintain long-term brand trust.

The Role

Our Client is seeking a warm, relationship-driven Customer Experience (CX) Specialist to oversee and optimize their post-consultation pipeline. Serving as a consultative brand ambassador, this individual will proactively check in with homeowners who did not move forward during their initial design consultation. By actively listening, uncovering underlying concerns regarding budget, timing, scope, or project quality, and delivering white-glove service, this professional will help re-engage prospective clients and guide them toward scheduling their next project steps.

Key Responsibilities

Post-Consultation Re-Engagement & Client Outreach

• Manages and executes a structured, multi-channel outreach cadence (phone calls, personalized SMS, and tailored emails) to re-engage post-consultation homeowners.
• Conducts warm, consultative discovery conversations to uncover lingering hesitations regarding project scope, budget constraints, timeline expectations, or consultation quality.
• Re-engages prospective clients through empathy, active listening, and problem-solving, re-framing solutions without employing aggressive "hard-sale" tactics.
• Schedules qualified re-engagement appointments and follow-up design reviews between interested homeowners and design/sales team leaders.

Pipeline Management & CRM Recordkeeping

• Maintains meticulous CRM tracking, logging accurate conversation details, client feedback, project notes, and pipeline status updates in real time.
• Tracks client sentiment trends and provides actionable feedback to internal design and sales teams to continuously elevate the overall consultation experience.
• Ensures no prospective homeowner opportunity is overlooked through systematic follow-up cadences and pipeline organization.

Department Metrics & Performance Optimization

• Contributes directly to department conversion performance, measured through customer satisfaction, re-engagement call volume, and held follow-up appointments.
• Collaborates with sales and operations leadership to support overall monthly revenue targets through trusted client retention efforts.

Qualifications, Skills, and Key Competencies

Required Qualifications

• Experience: 2+ years of experience in Customer Success, Inside Sales, Relationship Management, or high-ticket client follow-up environments.
• Native/Bilingual English Fluency: Native or bilingual English proficiency characterized by a warm, articulate, professional, and consultative tone in both spoken and written communications.
• Emotional Intelligence & Active Listening: Demonstrated capability to navigate customer objections, handle sensitive budget/scope conversations with empathy, and build rapport rapidly.
• Consultative Problem-Solving: Customer-centric mindset focused on building long-term trust and solving homeowner problems rather than using high-pressure sales strategies.
• CRM & Multi-Channel Mastery: High proficiency tracking pipeline activity in CRM platforms and managing multi-channel outreach cadences (calls, texts, emails).
• Schedule Availability: Full commitment to working standard US Eastern business hours (Monday - Friday, 8:30 AM - 5:30 PM EST).
• Remote Infrastructure: Dedicated quiet home workspace, computer, webcam, headset, and reliable high-speed internet.

Preferred Qualifications

• Previous background handling high-ticket residential, home improvement, architectural, or interior design client pipelines.
• Prior experience working remotely with US-based client management teams.

Benefits

• Competitive Compensation: $1,500 USD/month base salary.
• Relationship-First Culture: Long-term engagement built around customer advocacy, quality care, and consultative engagement.
• Stable Schedule: Predictable full-time hours aligned with US Eastern business operations.
• 100% Remote Infrastructure: Long-term contractor role executed remotely within a supportive, growth-oriented US home improvement company.

Application Disclaimer: Please Read Before Proceeding

To ensure a fair and efficient hiring process, all applications must meet the mandatory requirements listed in the job description.


Voice/Video Recording is REQUIRED
Your application CANNOT be considered without a voice or video recording. It must be at least 30 seconds long and in English . Submissions in any other language or missing a recording will be automatically disqualified .

Mandatory Knockout Questions
Each application includes knockout questions designed to verify minimum qualifications required by the client. If you answer "NO" to any of these, you will be immediately disqualified from the hiring process for not having the experience requested for the role. Please note that the citizenship question is also a knockout if you answer "YES" as we are only able to hire Latin American talent based in Latin America.

Apply Wisely
To maintain fairness, please apply to no more than three jobs and only if you fully meet the listed qualifications . Applying to roles you don't qualify for will not improve your chances and may affect future applications.

Check Your SPAM Folder
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We appreciate your interest and look forward to reviewing your application!