Front Office Customer Service Representative (CSR)

Position: Front Office Customer Service Representative (CSR)

 Reports To: Sales Leader

 Department: Customer Experience (Office)

 Location: Landmark Roofing Headquarters

 Classification: Full-Time, Non-Exempt

Position Overview

The Front Office Customer Service Representative (CSR) is the first voice and face of Landmark Roofing. This individual plays a vital role in ensuring excellent customer experiences by answering incoming calls, responding to leads, managing scheduling for our Estimators, and providing support to the sales team. This role is essential in maintaining a professional and welcoming environment for both internal and external customers.

Key Duties & Responsibilities

• Professionally manage all inbound calls and walk-ins.


• Respond promptly to lead inquiries via phone, email, or online submissions.


• Schedule and confirm appointments for Project Estimators.


• Use downtime to follow up on past/dead leads to maximize schedule efficiency.


• Keep estimator calendars full, accurate, and optimized.


• Provide customer service support by answering general questions or routing issues. 


• Maintain and update CRM records with lead and customer information.


• Support the front office with basic administrative tasks and hospitality.


• Greet visitors and vendors; handle mail and deliveries.


• Collaborate closely with the Office Coordinator and Sales Team.

Requirements

Skills & Qualifications:

• Excellent phone and verbal communication skills


• Strong organizational and time management abilities


• Proficiency in CRM software and office tools (training available)


• Ability to multitask and prioritize in a fast-paced environment


• Customer-focused mindset with problem-solving ability

Preferred Experience:

• Previous front desk, call center, or scheduling experience


• Background in construction, home services, or roofing (a plus)


• Experience re-engaging leads or working in a lead-driven role

Personal Attributes:

• Friendly, professional, and team-oriented


• Self-motivated and proactive with a strong work ethic


• Calm under pressure and solution-focused

Core Values Alignment

• Transparency - Communicates openly with both customers and team members.


• Respect - Treats everyone with professionalism and kindness.


• Unique - Brings creative problem-solving to customer experiences.


• Service - Exceeds expectations in every interaction.


• Teamwork - Works closely with sales and admin teams to support shared goals.

Work Schedule

• Monday - Friday, 8:00 AM - 5:00 PM (with 1 - hour unpaid lunch break)


• In-office role at Landmark Roofing HQ