Position Overview
The Customer Service Representative (CSR) is the first point of contact for Summit Roofing & Restoration. This role is responsible for delivering excellent customer service, accurately scheduling appointments, and supporting our Roofing Consultants and field teams. CSRs set the tone for the customer experience and are essential to keeping our workflow efficient and professional.
Responsibilities
- Answer 300–500 inbound calls per week in a professional, empathetic, and efficient manner
- Have a minimum of 50 outbound calls per day, maintain a baseline 90% booking rate
- Respond promptly to customer requests received via phone, email, chat, or website form submissions.
- Schedule and coordinate service appointments accurately in ServiceTitan
- Follow up with customers on sales estimates, completed repairs, and outstanding leads.
- Re-engage past leads with Summit services such as gutter cleaning or soft wash offers.
- Ensure complete and accurate entry of customer details, payment information, and appointment notes.
- Handle complaints with professionalism and transfer to Branch Manager when necessary.
- Comply with all company policies, safety standards, and CSR procedures.
Qualifications
- Prior customer service or call center experience preferred.
- Strong communication and organizational skills
- Ability to multitask in a fast-paced environment.
- Comfortable using technology including CRM systems (ServiceTitan/CCP), Slack, and phone platforms.
- High level of professionalism, patience, and empathy
- Bilingual (English/Spanish) a plus
Key Performance Indicators (KPIs)
- Booking rate (goal: 95%)
- Speed of answer (under 30 seconds)
- Missed calls (under 5%)
- CSR training completion rate (100%)
- Minimum 2 training modules completed per week in Service Titan
- Customer satisfaction score (via follow-up reviews)
- Minimum of 50 outbound calls per day, maintain a baseline 90% booking rate
- Answer 300–500 inbound calls per week
Work Environment
- This is a full-time position generally performed Monday through Friday during business hours.
- Work may be performed in-office or remotely depending on business needs.
- CSR are expected to maintain a quiet, professional workspace and ensure active availability during all scheduled hours.
- Full-time positions require 35+ hours weekly, with mandatory overtime often required.
- Generally scheduled Monday–Friday, but some mandatory weekends may be assigned.
- There are no guaranteed or promised hours; overtime is paid for hours over 40.
- Weather shutdowns require the employee to communicate with their supervisor to confirm work status during weather limitations.
- Remote options on case by case bases for inclement weather.
- Job expectations, hours, and schedules are subject to change at Summit’s discretion.
Pay: $18.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
