Customer Service Representative

Position Overview:

The Customer Service Representative is the face of Quality Roofing Solutions, the first voice customers hear and often the lasting impression they carry. In this role, delivering an outstanding customer experience is not one of many priorities; it is the priority. This individual handles every customer interaction with professionalism, empathy, and a genuine commitment to resolution. By partnering closely with operations, field teams, and leadership, the Customer Service Representative ensures that customer needs are anticipated, addressed promptly, and followed through to satisfaction.

Responsibilities:

• Customer Communication – Phone & Multi-Channel: Answer inbound calls promptly, greet customers warmly, and resolve inquiries with accuracy and care. Route calls or messages to the appropriate team member when needed, ensuring every handoff is smooth and the customer is never left without a next step.
• Customer Experience Delivery: Serve as a knowledgeable, approachable point of contact across all customer touchpoints, including phone, showroom visits, and written communications. Proactively gather and relay customer feedback to the appropriate teams, and contribute ideas that improve the overall customer journey from first contact through project completion.
• CRM & Documentation: Accurately enter and maintain customer data and job notes in the CRM system, ensuring team members have the information they need to deliver consistent service. Retrieve and communicate job status details to customers clearly and in a timely manner.
• Follow-Up & Quality Assurance: Conduct quality check-ins with customers at key milestones throughout the job process. Proactively follow up after project completion to confirm satisfaction, address any outstanding concerns, and reinforce confidence in Quality Roofing Solutions.
• Appointment Scheduling: Schedule customer appointments with care and intentionality, factoring in homeowner availability, drive time, and local traffic patterns to minimize delays and set realistic expectations. Confirm appointments in advance, communicate any changes promptly, and ensure customers always know when to expect us and who to contact if plans shift.
• Additional responsibilities as assigned.

Working Hours:

Generally, Monday through Friday, 8am until 4:30pm.