Position Summary
Repair Scheduler / Customer Relations Specialist is responsible for managing the roofing repair process from the initial customer inquiry through completion of the repair. This position serves as the primary point of contact for homeowners and customers, ensuring that repair requests are handled promptly, estimates are accurate, appointments are scheduled efficiently, and customers receive consistent communication throughout the process.
The ideal candidate is organized, professional, customer-focused, and comfortable working in a fast-paced roofing and construction environment. This position requires strong communication skills, attention to detail, follow-up skills, and the ability to coordinate between customers, sales/estimating, production crews, and office staff.
Essential Duties and Responsibilities Repair Estimating
- Respond promptly to roofing repair inquiries from homeowners, property managers, and customers.
- Review customer concerns, photographs, inspection reports, and available documentation to determine the scope of repair needed.
- Schedule and/or coordinate roof inspections and repair evaluations.
- Conduct site visits when required to evaluate roofing conditions and repair needs.
- Prepare detailed repair estimates, proposals, and scopes of work.
- Accurately document roof conditions, areas requiring repair, materials, labor, and recommended solutions.
- Obtain pricing for materials and labor when necessary.
- Ensure estimates are accurate, professional, and clearly explained to the customer.
- Follow up on outstanding repair estimates and proposals.
- Communicate repair recommendations and pricing to customers in a professional and easy-to-understand manner.
- Identify potential additional work or conditions that may require further inspection or authorization.
Repair Scheduling & Coordination
- Schedule approved roofing repairs with customers and production/repair crews.
- Coordinate dates and times with homeowners, tenants, property managers, and other involved parties.
- Confirm customer availability and job-site access prior to scheduling.
- Coordinate materials, labor, equipment, and other requirements needed for repairs.
- Maintain an accurate repair schedule and update it as conditions change.
- Communicate schedule changes, weather delays, material delays, and other issues to customers promptly.
- Coordinate with the production team to ensure repairs are completed according to the approved scope of work.
- Monitor scheduled repairs through completion.
- Reschedule incomplete or postponed work as necessary.
- Ensure customers receive appropriate updates before, during, and after the repair.
Customer Relations
- Serve as a primary point of contact for roofing repair customers.
- Provide professional, courteous, and timely customer service.
- Answer customer questions regarding estimates, scheduling, repairs, materials, and next steps.
- Manage customer expectations regarding repair timelines and scope of work.
- Follow up with customers after repairs to confirm satisfaction.
- Address customer concerns and complaints promptly and professionally.
- Escalate warranty, workmanship, billing, or technical issues to the appropriate manager when necessary.
- Maintain positive relationships with homeowners, property managers, HOA representatives, and repeat customers.
- Request customer reviews and referrals when appropriate.
- Maintain professional communication through phone calls, email, text messages, and CRM communications.
CRM & Administrative Responsibilities
- Maintain accurate customer and job information in the company's CRM system.
- Enter estimates, proposals, notes, photos, appointments, customer communications, and job updates into the system.
- Keep all repair documentation organized and up to date.
- Document customer conversations, approvals, scheduling changes, and important job details.
- Track estimates from initial inspection through approval, scheduling, completion, and closeout.
- Follow up on pending approvals and outstanding customer decisions.
- Assist with collecting required customer documentation, signatures, approvals, and payments when applicable.
- Maintain accurate records of completed, pending, cancelled, and declined repair opportunities.
Customer Follow-Up Requirements
Repair Scheduler / Customer Relations Specialist is expected to maintain consistent follow-up, including:
- Initial inquiry response
- Inspection/appointment confirmation
- Estimate delivery
- Estimate follow-up
- Approval confirmation
- Repair scheduling
- Pre-job confirmation
- Job progress updates
- Completion confirmation
- Customer satisfaction follow-up
- Review/referral request
Qualifications
- Previous experience in roofing, construction, property management, home improvement, restoration, or a related industry preferred.
- Previous experience in estimating, scheduling, customer service, or project coordination preferred.
- Strong verbal and written communication skills.
- Excellent organizational and time-management skills.
- Ability to manage multiple repair projects and customer requests simultaneously.
- Strong attention to detail.
- Ability to communicate professionally with homeowners, property managers, HOA representatives, vendors, and field personnel.
- Comfortable using computers, email, Microsoft Office, CRM systems, and mobile applications.
- Experience with roofing CRM software such as AccuLynx is a plus.
- Ability to read and understand roofing scopes of work, inspection reports, photographs, and basic construction terminology.
- Valid driver's license and reliable transportation may be required for field inspections.
Preferred Roofing Knowledge
- Basic knowledge of residential roofing systems, including shingle, tile, metal, and flat roofing.
- Understanding of common roof repair issues such as leaks, damaged shingles/tiles, flashing, pipe penetrations, sealants, vents, gutters, and other roof components.
- Ability to recognize when a repair may require additional inspection or a full roof replacement evaluation.
- Familiarity with roofing materials, manufacturer requirements, and applicable building-code requirements is a plus.
Key Performance Indicators (KPIs)
Performance may be measured by:
- Speed of response to new repair inquiries
- Number of repair estimates completed
- Estimate-to-approval conversion rate
- Customer follow-up completion
- Scheduling accuracy
- Repair completion and closeout rate
- Customer satisfaction
- Customer reviews and referrals
- Accuracy of estimates and job documentation
- CRM accuracy and timely updates
- Reduction of missed appointments and scheduling delays
Physical & Work Environment
- Combination of office, telephone, computer, and field-related responsibilities.
- May require travel to residential and commercial properties for inspections or customer meetings.
- May occasionally require walking on job sites and navigating construction areas.
- Must follow all company safety policies and job-site requirements.
Position Goal
The primary goal of this position is to turn roofing repair inquiries into properly estimated, approved, scheduled, and successfully completed repairs while providing an exceptional customer experience from the first call through job completion.
Pay: $22.00 - $25.47 per hour
Benefits:
Experience:
- Roofing: 2 years (Preferred)
Language:
Work Location: In person
