Customer Experience Representative

Position Overview

Fence Builders Inc. is seeking a Customer Experience Representative to serve as one of the primary points of contact for our residential customers. This position plays an important role in creating a great customer experience from the first phone call through the sales process.

The Customer Experience Representative will be responsible for answering inbound calls, qualifying prospective customers, scheduling appointments for our Residential Sales team, and following up with homeowners who received an estimate but did not purchase during their initial appointment.

This is more than an administrative or call-answering position. The ideal candidate is comfortable speaking with customers, asking questions, overcoming objections, and creating opportunities for our sales team.

Key Responsibilities

Customer Experience & Appointment Setting

• Answer inbound customer calls promptly and professionally.
• Serve as a positive first impression of Fence Builders Inc.
• Understand each customer's fencing needs and gather the information needed to properly qualify the opportunity.
• Schedule residential sales appointments based on customer needs, location, and sales representative availability.
• Accurately enter and maintain customer, appointment, and lead information within the company's CRM.
• Respond to new customer inquiries and ensure opportunities are followed up on quickly.
• Help maintain an organized appointment calendar and communicate scheduling changes when necessary.
• Work closely with the Residential Sales and Operations teams to provide a seamless customer experience.

Rehash & Sales Follow-Up

• Proactively contact homeowners who received an estimate but did not purchase during their initial sales appointment.
• Identify why the customer did not move forward and look for opportunities to re-engage them.
• Ask effective follow-up questions to understand concerns related to price, timing, financing, scope, or other objections.
• Reconnect customers with their original Sales Representative when appropriate.
• Schedule revisit appointments or additional conversations that create another opportunity to earn the customer's business.
• Educate customers on available financing options, promotions, or other solutions when applicable.
• Maintain consistent follow-up with open opportunities while documenting all activity within the CRM.
• Help convert previously unsold opportunities into additional residential revenue.

What Success Looks Like

• Inbound call answer rate
• Lead-to-appointment conversion rate
• Appointment volume
• Speed of response to new leads
• Rehash outreach activity
• Revisit appointments generated
• Rehash sales and revenue generated
• CRM accuracy and follow-up completion
• Overall quality of the customer experience

Qualifications

• Strong verbal and written communication skills.
• Comfortable spending a significant portion of the day speaking with customers by phone.
• Customer service, inside sales, call center, appointment-setting, or similar experience preferred.
• Ability to confidently ask questions and navigate customer objections.
• Organized and able to manage multiple customers, appointments, and follow-up activities simultaneously.
• Comfortable working within CRM, phone, email, and scheduling systems.
• Positive, professional, and team-oriented attitude.
• Self-motivated with the ability to work toward measurable performance goals.
• Home improvement, construction, or residential service experience is a plus but not required.

Ideal Candidate

The ideal Customer Experience Representative genuinely enjoys helping customers while also having a sales mindset. They understand that every phone call and follow-up is an opportunity to create a great experience and potentially win business.

They are persistent without being pushy, organized without needing constant direction, and comfortable picking up the phone to reconnect with a homeowner who previously told us "not yet" or "no."

Why This Role Matters

Our Sales Representatives only have one opportunity to make a great impression in the home, but a customer who does not purchase that day is not necessarily a lost customer.

By answering new inquiries quickly, booking quality appointments, and consistently following up with previously unsold customers, the Customer Experience Representative directly impacts both the customer experience and the growth of our Winston-Salem branch.

Pay: $20.00 - $25.00 per hour

Expected hours: 40.0 per week

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Vision insurance

Work Location: In person