Assistant Remote Chat Operator Jobs in Massachusetts

Vault Roofing is looking for a motivated, persuasive Inside Sales Representative to reconnect with homeowners, uncover their needs, overcome objections, and convert qualified opportunities into sales.

You will communicate with customers by phone, email, text, and live chat, primarily following up on previous estimates, existing inquiries, and homeowners who may need additional support before moving forward.

This is a remote position supporting Vault Roofing's New England markets. We strongly prefer candidates who live in Connecticut, Massachusetts, Rhode Island, or New Hampshire. Occasional local travel may be required to support customers or field operations.

What You Can Expect to Do: 

• Act as a trusted advisor to customers, actively listening to their needs and providing appropriate solutions. 

• Handle inbound and outbound calls, emails, and live chat interactions in a timely and professional manner. 

• Foster positive relationships with customers through effective communication, empathy, and problem-solving skills. 

• Utilize effective retention techniques to proactively address customer concerns and prevent cancellations or churn and to convert previous estimates to sales. 

• Accurately document customer interactions, inquiries, and resolutions in the CRM system. 

• Upsell or cross-sell relevant products or services to maximize customer value. 

• Collaborate with other departments, such as Sales and Production, to gather and share customer feedback and insights. 

• Stay updated on product knowledge, features, and industry trends to provide accurate information and recommendations. 

• Strive to meet individual and team retention targets and KPIs.  

• Other tasks as assigned. 

What Your Background Looks Like: 

• Excellent verbal and written communication skills. 

• Strong customer service and problem-solving abilities. 

• Patience, resilience, and the ability to handle difficult or irate customers in a calm and empathetic manner. 

• Proficiency in using CRM software and other relevant tools. 

• Ability to multitask and manage time effectively in a fast-paced environment. 

• A proven track record in customer service or sales is a plus. 

• Prior experience in a similar role is preferred. 

Work Environment and Physical Requirements:   
 Location: This is a remote position for candidates currently residing in or around our New England Market (Connecticut, Massachusetts, Rhode Island, or New Hampshire). The role supports Vault Roofing's New England markets and may occasionally require local travel to assist customers or support field activity.  This job demands a minimum of 30 hours worked per week. 

While performing the duties of this job, the employee is regularly required to communicate and converse with employees and customers in the English language.  The employee must be able to remain in a stationary position 75 percent of the time and occasionally move about inside the office to access filing cabinets and machinery, etc. The employee must be able to operate a computer constantly and other office machinery.  

Why Join Vault Roofing?

Vault Roofing helps homeowners protect one of their most important investments through dependable roof replacement, gutter replacement, and inspection services.

We are growing across the Midwest and New England, but our approach remains local and personal. Homeowners receive clear guidance, honest recommendations, quality materials, and thoughtful craftsmanship from a team committed to doing the job correctly and standing behind its work.

As an Owens Corning Platinum Preferred Contractor offering industry-leading lifetime warranty protection, Vault Roofing has built its reputation around long-term value, dependable service, and communication customers can trust.

For employees, that growth creates real opportunity. You will receive the training, tools, customer volume, and support needed to perform at a high level. As Vault Roofing enters new markets, strong performers have opportunities to expand their responsibilities and grow into future leadership positions.

At Vault Roofing, we believe good work should create momentum-for our customers, our company, and our people.

Learn more about us at VaultRoofing.com.

We are an Equal Opportunity Employer.