Repair Customer Service Representative

About Us:
Since 1984, Quick Roofing has grown into one of the leading roofing companies in the nation! We specialize in reroofs, new construction, commercial roofing, and much more. If you're an experienced technician or looking to grow your skills in the roofing industry, this is an excellent opportunity to join a nationwide leader.

As a Repair Customer Service Representative / Dispatcher, you will serve as the main point of contact for repair customers and help coordinate roofing repair tickets from intake through completion. This role is responsible for communicating with customers, scheduling repair technicians and roofers, dispatching work orders, tracking job status, and ensuring each repair ticket is handled promptly and professionally.

Responsibilities

· Answer incoming customer calls and emails related to roof repair requests, service questions, and ticket updates

· Create, update, and manage repair tickets with accurate customer details, property information, photos, notes, and service needs

· Dispatch roofers and repair technicians to assigned repair tickets based on location, priority, skill set, and schedule availability

· Coordinate appointment times with customers, technicians, and internal team members

· Monitor open repair tickets to ensure timely follow-up, completion, and documentation

· Communicate professionally with homeowners, builders, property managers, and internal teams regarding repair status and next steps

· Collect and organize before/after photos, repair notes, and completion updates from field teams

· Escalate urgent repair issues, scheduling conflicts, or customer concerns to the Service Manager as needed

· Maintain organized records and support a smooth customer service experience from first contact through job completion

Requirements

· Previous customer service, dispatch, scheduling, or administrative experience preferred

· Strong communication skills with the ability to remain professional, patient, and helpful with customers

· Ability to manage multiple repair tickets, schedules, calls, and follow-ups in a fast-paced environment

· Strong attention to detail and accuracy when entering customer information, job notes, and repair updates

· Comfortable using computers, phones, email, scheduling tools, and customer management systems

· Ability to prioritize urgent repair requests and coordinate timely dispatch of roofers or technicians

· Basic understanding of roofing, construction, or service work is helpful but not required

· Dependable, organized, and able to work independently while supporting a team environment

· Bilingual English/Spanish is a plus

What We Offer

· Steady year-round work supporting roof repair operations

· Competitive pay based on experience

· Opportunity to grow within Quick Roofing’s service and operations team

· Supportive management, clear expectations, and team-based communication

· Professional office environment with a focus on customer service and operational support

Benefits & Perks:

• Competitive salary
• Health, dental, and vision insurance
• 401(k) with company match
• Paid time off and holidays
• Opportunities for professional growth and development

Equal Opportunity Employer:

We provide equal employment opportunities to all employees and applicants and prohibit discrimination or harassment based on any characteristic protected by federal, state, or local law. We also provide reasonable accommodations for qualified individuals with disabilities and sincerely held religious beliefs, as required by law.