Client Success Coordinator

Reese Roofing & Construction is a veteran-owned, family-operated company serving the greater Tampa Bay area. We specialize in roof replacements, repairs, siding, and gutters, providing exceptional service with integrity and professionalism. As we continue to grow, we’re expanding our client success team to ensure every customer enjoys a smooth, responsive, and high-quality experience from start to finish.

The Client Success Coordinator (CSC) serves as the bridge between homeowners, the sales team, and production crews. You’ll play a vital role in managing leads, scheduling appointments, coordinating projects, and maintaining communication throughout the customer journey. This position is perfect for someone who’s organized, people-oriented, and thrives in a fast-paced, team-driven environment.

Minimum Requirements

• High school diploma or equivalent (Associate’s or Bachelor’s preferred).
• 1+ year of experience in customer service, call center work, dispatching, administrative support, or a similar role.
• Strong phone communication skills — comfortable making outbound calls, answering inbound calls, and maintaining professionalism with all client interactions.
• Reliable computer proficiency, including navigating CRMs, email, calendars, and multiple browser tabs.
• Ability to type 45+ WPM with strong accuracy.
• Must be authorized to work in the USA.

Technical Requirements

• Experience using or willingness to learn:
• Proline CRM (lead management, call/text systems, pipeline tracking)
• Google Workspace (Drive, Docs, Sheets, Gmail, Calendar)
• Phone dialer tools (Proline’s AI call system + outbound manual dialing)
• Basic data entry, note-taking, and follow-up tracking
• Ability to manage:
• Lead imports from multiple sources (Meta, Google, Angi, Networx, Website, AI chat, etc.)
• Daily task lists, reminders, and pipeline updates
• Customer follow-ups using scripts and templates

Communication & Customer Service Requirements

• Excellent verbal and written communication skills.
• Ability to build rapport quickly and represent the Reese Roofing brand with professionalism.
• Calm, confident demeanor when speaking with customers about roof issues, estimates, scheduling, and concerns.
• Ability to handle objections, answer basic roofing questions, and route technical questions to the right team member.
• Strong emotional intelligence and patience.

Organizational & Operational Requirements

• Strong multitasking abilities — switching between calls, CRM updates, lead notes, and schedule changes.
• Ability to prioritize speed-to-lead (calling all new leads within minutes).
• Detail-oriented when entering customer information, notes, and appointment details.
• Follow standard operating procedures (SOPs) consistently.
• Ability to work independently with minimal supervision.

Reliability & Work Ethic

• Punctual and dependable — consistent attendance is required.
• Strong work ethic and accountability.
• Comfortable working in a fast-paced environment with shifting priorities.
• Professional, positive attitude — team-first mindset.
• Willingness to learn roofing terminology, materials, scheduling processes, and inspection workflows.

Soft Skills

• Empathetic listening
• Problem-solving
• Adaptability
• Results-driven mindset
• High integrity and honesty
• Coachable and open to feedback

Role Expectations (Summary)

The CSC is responsible for:

• Calling leads immediately
• Qualifying customers
• Scheduling appointments
• Updating the CRM
• Managing follow-up tasks
• Supporting the sales team
• Representing the Reese brand with professionalism

This role is the first impression of Reese Roofing, so consistency, accuracy, and customer-first communication are essential.

Compensation & Financial Benefits

• Competitive hourly pay or salary depending on experience
• Performance-based bonuses or incentives
• Opportunities for advancement into senior CSC, dispatch, or operations roles
• Paid training and ongoing skill development
• Direct deposit weekly

Time Off & Work-Life Balance

• Paid time off (PTO) after probationary period
• Paid holidays (company-recognized)
• Stable, consistent schedule with work-life balance in mind
• Opportunities for hybrid work depending on performance and company needs

Training & Professional Development

• Full onboarding and training on all systems (Proline CRM, dialer tools, roofing basics)
• Continuous coaching to improve communication, scheduling, and customer service skills
• Clear advancement path within the company
• Career growth opportunities in Sales, Operations, or Management

Company Culture & Perks

• Work with a veteran-owned, family-operated, and locally supported roofing company
• Supportive team environment built around collaboration and accountability
• Modern tools and software to make work easier (AI calling, Proline CRM, automation)
• Recognition for milestones, high performance, and outstanding customer service
• Fast-growing company with long-term stability
• Company events, team lunches, and community involvement opportunities

Meaningful Work

• Play a key part in helping homeowners protect their biggest investment
• Be the first point of contact for families needing roofing solutions
• Join a company focused on customer care, craftsmanship, and service excellence