Customer Experience Specialist

Build More Than Roofs — Help Create 5-Star Experiences

Do you love talking with people? Are you energized by helping customers, solving problems, and making every interaction better than the last? Do you enjoy finding patterns, sharing ideas, and making a real impact on a growing company?

If so, we'd love to meet you.

Adam Vaillancourt Roofing is growing, and we're looking for a Customer Experience Specialist to join our Contact Center.

This is more than a customer service position.

Your primary focus will be proactively connecting with customers throughout their journey. You'll conduct follow-up calls with homeowners who have received estimates but have not yet moved forward, welcome calls for new customers, happy customer follow-up calls, and customer recovery and service follow-up calls. You'll gather valuable feedback, identify trends, and share insights that help us continuously improve the customer experience. As a member of our Contact Center team, you'll also provide backup support by answering inbound calls and scheduling appointments when additional coverage is needed.

You'll work closely with our Sales, Production, Marketing, and Leadership teams to ensure every customer receives the 5-star experience we're known for.

Who We Are

At Adam Vaillancourt Roofing, we Build More Than Roofs — We Impact People.

Our mission is to provide every homeowner with a 5-star experience from the very first phone call through the completion of their project.

Everything we do is guided by our Core Values:

Hungry

Driven by a fire inside to work hard, smart and with intent and purpose

Excellence

Deliver excellence by constant improvement in processes, efficiencies and training.

Authentic

Conduct ourselves with honesty and integrity. Take responsibility for our actions and deliver on commitments.

Love for People

Desire to help people by serving them with our hears and to the best of our ability.

If these values describe you, you'll fit right in.

What You'll Do

Outbound Customer Experience

Your primary responsibility is proactively connecting with customers throughout their journey to strengthen relationships, gather feedback, and create an exceptional customer experience.

You'll spend most of your time conducting:

• Follow-up calls with homeowners who have received estimates but have not yet moved forward
• Welcome calls for new customers
• Customer satisfaction calls
• Customer recovery and service follow-up calls

Your goal isn't simply to complete calls—it's to build relationships, uncover opportunities, gather meaningful customer feedback, and provide insights that help improve the customer experience across our organization.

Inbound Contact Center Support

As a member of our Contact Center team, you'll also provide backup support by:

• Answering incoming phone calls professionally and enthusiastically
• Scheduling appointments for our Roofing, Gutter, and Insulation Specialists
• Qualifying customer needs and entering accurate information into ServiceTitan
• Assisting customers with questions and concerns
• Delivering an exceptional first impression for every caller
• Providing appointment booking coverage during vacations, absences, periods of high call volume, and other staffing needs

Voice of the Customer

One of the most important parts of this position is gathering customer feedback and turning it into meaningful improvements.

You'll identify trends such as:

• Why customers choose AVR
• Why customers hesitate to move forward
• Communication successes and opportunities
• Production and installation feedback
• Customer compliments
• Customer frustrations
• Opportunities to improve our customer journey

You'll summarize these findings and regularly share them with leadership so we can continue improving every part of our business.

Success in This Role Looks Like

You:

• Love talking with people.
• Stay calm under pressure.
• Are naturally curious and ask great questions.
• Notice patterns others miss.
• Enjoy solving problems.
• Care deeply about creating amazing customer experiences.
• Communicate clearly and professionally.
• Are organized and detail-oriented.
• Thrive in a fast-paced environment.

Qualifications

• Previous customer service or contact center experience preferred
• Comfortable speaking with customers by phone throughout the day
• Excellent written and verbal communication skills
• Strong organizational and time management skills
• Detail-oriented with excellent follow-through
• Comfortable using Microsoft Office (Excel, Word, Teams, Outlook)
• Experience with CRM software is a plus
• High School Diploma or equivalent

What We Offer

• Competitive hourly pay
• 401(k) with company match
• Health insurance
• Paid Time Off
• Referral program
• Paid training
• Opportunities for career growth
• A positive, team-oriented culture

Schedule

• Full-Time
• Monday-Friday
• Rotating Saturday shifts
• Occasional on-call Sundays

Why This Role Matters

The Customer Experience Specialist helps ensure every customer feels heard, valued, and cared for. Every conversation provides an opportunity to strengthen relationships, uncover valuable insights, and help Adam Vaillancourt Roofing continue delivering a best-in-class customer experience.

If you're passionate about helping people and want to make a meaningful impact every day, we'd love to hear from you.

Job Type: Full-time

Pay: Up to $20.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Referral program
• Vision insurance

Education:

• High school or equivalent (Preferred)

Experience:

• customer service or contact center environment: 1 year (Preferred)

License/Certification:

• Driver's License (Preferred)

Shift availability:

• Day Shift (Preferred)

Ability to Commute:

• Milford, NH 03055 (Preferred)

Work Location: In person

Salary : $20