Customer Service Representative – Roofing Company

Company: Y&B Roofing
Position: Customer Service Representative
Employment Type: Full-Time
Work Setup: Remote / Work From Home

About Y&B Roofing

Y&B Roofing is a growing roofing company focused on providing professional, reliable, and high-quality service to homeowners and commercial clients. We are looking for a highly organized, detail-oriented, and customer-focused Customer Service Representative to join our growing team.

The ideal candidate is an excellent communicator who can confidently handle customer calls, schedule appointments, manage service requests, and coordinate communication between customers, sales representatives, project managers, and field technicians.

Job Responsibilities
Customer Service
Answer incoming phone calls, live chats, and email s from homeowners and commercial clients with professionalism and courtesy.
Respond promptly to customer questions, service requests, and follow-ups.
Listen carefully to customers and accurately understand their needs and concerns.
Maintain a calm, friendly, and professional telephone demeanor, especially when dealing with frustrated or urgent customers.
Appointment Scheduling
Schedule roof inspections, repair estimates, and follow-up service appointments.
Coordinate appointments with field crews, project managers, and sales representatives.
Confirm appointments and communicate scheduling changes to customers and team members.
Keep the scheduling calendar accurate and up to date.
Customer & Service Information
Provide accurate general information about roofing services, warranties, maintenance plans, and the typical repair or replacement process.
Clearly communicate next steps to customers and ensure they know what to expect.
Escalate technical questions or complex customer concerns to the appropriate team member.
Data Management
Accurately enter customer information, call logs, appointment details, and notes into the company's CRM and scheduling software.
Keep customer records organized and updated.
Document important customer conversations and service requests thoroughly.
Ensure no important customer information or follow-up task is missed.
Dispatch & Coordination
Route service tickets and urgent repair calls to the appropriate project managers or field technicians.
Communicate job details and customer concerns clearly to the field team.
Monitor open service requests and help ensure customers receive timely follow-up.
Coordinate between customers and field personnel when schedules or job details change.
Requirements
Experience
1–2 years of experience in customer service, reception, administrative support, dispatch, or a similar role.
Experience in the construction, roofing, home-services, property management, or related industries is a strong plus.
Communication Skills
Excellent verbal and written English communication skills.
Strong active-listening skills.
Professional, friendly, and confident telephone manner.
Able to communicate clearly with customers and internal team members.
Technology Skills
Comfortable using email , office software, web-based scheduling tools, and CRM systems.
Able to learn new software and systems quickly.
Strong computer skills and attention to detail.
Organization
Highly organized and detail-oriented.
Strong multitasking and time-management skills.
Able to manage a busy scheduling/dispatch board without losing track of details.
Able to accurately document information while handling multiple customer requests.
Reliable and able to work independently in a remote environment.
Education
High school diploma or equivalent.
What We're Looking For

We are looking for someone who is:

Reliable and dependable
Highly organized
Detail-oriented
Customer-focused
Professional and polite
A strong communicator
Comfortable working in a fast-paced environment
Able to stay calm under pressure
Proactive and willing to take ownership of tasks
A quick learner who can adapt to new systems and processes

This is an important customer-facing role. You will often be the first point of contact between Y&B Roofing and our customers, so professionalism, patience, accuracy, and a positive attitude are essential.

How to Apply

Please submit your application with:

Your resume/CV
A brief introduction about yourself and your customer service experience
Your previous experience with CRM, scheduling, dispatch, or customer management software
Your availability and preferred working hours
Your expected monthly salary

Important: Please include the word "ROOFING" at the beginning of your application so we know you carefully read the entire job description.

We look forward to meeting you and having you become part of the Y&B Roofing team.