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.

Qualifications:

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• High school diploma or equivalent is required
• At least two (2) years of related customer service experience is required
• Excellent Organizational Skills: Demonstrated ability to effectively organize tasks, manage multiple responsibilities concurrently, and prioritize effectively in a dynamic environment.
• Detail-Oriented: A mindset that values precision, accuracy, and compliance in all tasks and communications.
• Strong Communication: Outstanding verbal and written communication skills with both customers and internal staff. Active listening skills are essential for understanding and addressing customer needs.
• Computer Proficiency: Proficient in using computer systems and software, with an aptitude for quickly learning and adapting to new software platforms.

Physical Requirements:

• Sitting for extended periods of time
• Manipulation of objects and materials, including holding, grasping, turning, and touching
• Keyboarding
• Walking and climbing stairs (as needed, when in the office)
• Speaking, in-person and through the telephone or electronic device (such as a tablet or computer)
• Hearing, in-person and through the telephone or electronic device (such as a tablet)
• Visual acuity, especially near (i.e. clarity of vision of approximately 20 inches or less)

The responsibilities outlined in this job description are intended to describe the general nature and level of work performed by individuals assigned to this role. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required. Management reserves the right to amend and change responsibilities to meet organizational needs as necessary.

Quality Roofing Solutions is an equal opportunity employer. We make employment decisions solely based on business needs, job requirements, and individual qualifications without regard to race, gender, religion, ethnicity, age, or any other status protected by the law.