Customer Service Associate

Parkhill Roofing & Exteriors is seeking a Customer Service Representative (CSR) to serve as the first point of contact for our customers and a key support partner to our Sales, Production, and Operations teams. This role is critical to the customer experience and the internal flow of information. The ideal candidate is professional, detail-oriented, comfortable with technology, and takes pride in keeping things organized and moving forward. Primary Purpose of the Role To serve as the first point of contact for customers, manage inbound communication, ensure leads are properly handled and scheduled, and provide high-quality administrative and communication support across departments. Core Customer Service Responsibilities Answer inbound phone calls, texts, and emails promptly and professionally Schedule estimate appointments using the inspector city guide Assign leads appropriately in Zoho CRM and log all customer interactions Respond to new lead inquiries via Podium and the general company email inbox Confirm upcoming appointments with homeowners Reschedule or cancel appointments as requested by customers or internal teams Provide friendly, informative communication throughout the customer journey Direct complex inquiries to the appropriate team members (Sales, Project Managers, Operations) CRM & Communication Tools Maintain accurate and up-to-date records in Zoho CRM Log calls, update lead statuses, and assign leads to appropriate staff Ensure project naming conventions and notes are consistent Manage incoming messages in Podium, responding directly or assigning to the appropriate team Monitor and respond to the general company email inbox in a timely and professional manner Internal Team Support Support the Sales Team by: Sending follow-up messages through Podium to customers who have not signed or declined when assigned Assisting with quote reminders or scheduling follow-up calls as directed Completing light administrative tasks related to open estimates, leads, or job status updates Support the Production / Operations Team by: Assisting with communication between inspectors, Project Managers, and customers as needed Helping convert customers from the lead stage to the project stage in Zoho and other internal systems One-Off & Leadership Support Complete miscellaneous administrative or coordination tasks as assigned by the Brand President or VP of Operations Assist with reporting, customer outreach, scheduling coordination, or internal communications Serve as a flexible team support member, stepping in where needed to help fill communication or documentation gaps Key Traits for Success Clear, warm, and professional communicator Highly detail-oriented with strong follow-through Comfortable using technology and managing multiple tasks in a fast-paced environment Reliable, accountable, and open to feedback Team-oriented with a willingness to support across departments Why Work at Kens Parkhill Roofing & Exteriors Be part of a respected, growing company with strong leadership Work in a collaborative, team-focused environment Play a meaningful role in shaping the customer experience Opportunity to grow with the company as systems and departments continue to evolve Schedule & Compensation: Hourly position, Monday through Friday 8am-4:30pm Starting pay range: $26$31 per hour, based on experience Kens Parkhill Roofing