Customer Support & Operations Specialist

Customer Support & Operations Specialist

Location: Davenport, Iowa Company: R3 Roofing & Exteriors Employment Type: Full-Time | In-Office Schedule: MondayFriday | 8:00 AM5:00 PM (1-hour lunch) Compensation: Competitive pay based on experience Benefits: Eligible after 90 days of employment

About R3 Roofing & Exteriors

R3 Roofing & Exteriors is a growing, family-owned company serving the commercial and residential roofing industry. Our people-first culture is built around our core values of Loyalty, Accountability, and Community, and we believe in doing the right thing for both our customers and our team.

As we continue to grow, we are seeking a professional, organized, and customer-focused Customer Support & Operations Specialist to join our Davenport office.

This position serves as a central point of communication between our customers and internal teams. You will manage inbound calls, assist with billing and collections, coordinate permitting, and provide administrative support to our Billing, Production, and Sales departments.

The ideal candidate is confident on the phone, highly organized, detail-oriented, and comfortable managing multiple responsibilities and deadlines in a fast-paced environment.

Key Responsibilities

Customer Service & Inbound Calls

• Serve as a primary point of contact for customers calling our Davenport office
• Answer and manage inbound calls professionally and efficiently
• Assist customers with general questions and direct calls to the appropriate department or team member
• Greet and assist customers, vendors, and visitors
• Accurately document messages, customer conversations, and follow-up needs
• Place outbound calls to customers, vendors, and internal team members as needed
• Help ensure customers receive timely communication and follow-up

Billing & Collections

• Handle inbound and outbound customer calls regarding invoices, balances, and payment questions
• Create and send final invoices as needed
• Collect final payments on completed projects professionally and respectfully
• Follow up on outstanding balances and agreed-upon payment timelines
• Clearly explain invoices and assist homeowners with billing-related questions
• Coordinate with internal teams to verify project completion and amounts owed
• Document payment-related communication accurately in JobNimbus
• Track payment status and escalate unresolved balances appropriately
• Maintain accurate and organized digital job and payment records

Permitting

• Prepare and submit permit applications for roofing and exterior projects
• Research and verify permitting requirements for applicable cities and municipalities
• Gather and submit required project documentation for permit applications
• Communicate with municipalities and local authorities regarding permit requirements, applications, and approvals
• Track permit applications from submission through approval
• Follow up on pending permits and outstanding requirements to help prevent project delays
• Maintain accurate and organized permitting records for each project
• Communicate permit status and updates to the appropriate internal team members
• Coordinate required inspections when applicable
• Assist with additional documentation, corrections, or resubmissions when required by the permitting authority

Billing, Production & Sales Support

• Provide day-to-day administrative support to the Billing, Production, and Sales departments
• Assist Production with homeowner communication, project updates, scheduling coordination, and follow-up
• Support Sales with customer communication, documentation, and general administrative needs
• Assist Billing with customer inquiries, invoices, account information, payments, and follow-up
• Maintain clear communication between customers and internal departments
• Help coordinate information across departments to ensure questions and customer concerns are addressed promptly
• Provide additional administrative support to leadership and office staff as needed

What We're Looking For

• Strong customer service and communication skills
• Professional, friendly, and confident phone presence
• Comfortable handling a steady volume of inbound and outbound calls
• Excellent organizational skills and attention to detail
• Ability to manage multiple calls, accounts, permits, requests, and deadlines simultaneously
• Strong follow-through and ability to track outstanding items through completion
• Confidence handling billing and payment-related conversations professionally
• Ability to communicate effectively with customers, municipalities, vendors, and internal departments
• Team-oriented mindset and willingness to support multiple departments
• Comfortable working with computer systems, CRM platforms, online permitting systems, and data entry
• Coachable, dependable, and willing to learn
• JobNimbus experience preferred, but not required
• Previous experience in customer service, office administration, permitting, billing, collections, accounts receivable, construction administration, or a similar role is a plus
• Ability to pass a background check

Why Join R3?

• Full-time, MondayFriday schedule
• No nights or weekends
• Supportive leadership and hands-on training
• Opportunity to work closely with Billing, Production, Sales, and company leadership
• Varied responsibilities and involvement throughout the customer and project lifecycle
• Clear expectations and structured processes
• Opportunity for professional growth within a rapidly expanding, family-owned company

If you are organized, confident in communicating with customers, enjoy solving problems, and take pride in keeping details and deadlines on track, we would love to hear from you.

All offers of employment are contingent upon successfully passing a background check.