Customer Service Representative

Job Description

Job Description

We are looking for a Customer Service Representative to support a busy team in California through a contract assignment. This position is ideal for someone who enjoys speaking with customers, guiding warm leads through the next steps, and keeping appointments and follow-up activity organized. The person in this role will serve as a reliable point of contact for homeowners, helping create a smooth and detail-focused experience from initial inquiry through scheduling and service support.

Responsibilities:
• Manage incoming customer inquiries by phone and email, providing timely updates, helpful answers, and courteous service throughout each interaction.
• Reach out to existing and warm leads to re-engage interest, answer questions, and encourage customers to book inspections, consultations, or service visits.
• Build trust with homeowners by understanding their needs, explaining service options clearly, and outlining what they can expect next in the process.
• Arrange appointments based on customer availability while coordinating calendars with sales staff, inspectors, technicians, and project team members.
• Confirm upcoming visits and communicate any changes, delays, or rescheduling details to customers in a clear and proactive manner.
• Support resolution of customer concerns related to scheduling, repairs, warranties, billing questions, and service updates by partnering with internal teams.
• Record conversations, appointment activity, customer requests, and follow-up actions accurately in company systems to maintain organized and current records.
• Monitor outstanding leads and incomplete bookings to ensure prospective customers receive consistent follow-up and timely communication.
• Collaborate with field and office teams to relay customer expectations, scheduling details, and service-related updates so work progresses smoothly.• Prior experience in customer service, call center support, appointment setting, inside sales, or a similar client-facing role is preferred.
• Strong verbal and written communication skills with the ability to create a positive and attentive customer experience.
• Confidence in guiding conversations toward scheduled appointments and addressing routine hesitation or questions from customers.
• Excellent organization skills with the ability to manage multiple follow-ups, scheduling changes, and administrative tasks at once.
• High attention to detail when entering data, maintaining records, and documenting customer interactions.
• Comfort using business software and standard office tools, including email, spreadsheets, word processing, and customer tracking systems.
• Ability to work efficiently in a fast-paced environment while staying personable, patient, and solution-oriented.
• Experience in roofing, home services, construction, or home improvement is helpful but not required.