Intake Coordinator

M & M Roofing, Siding & Windows is a well-established, customer-focused exterior remodeling company serving the Houston market. We are known for quality workmanship, responsive customer service, and a strong team culture. As we continue to grow, we are seeking a dependable, organized, and customer-focused Intake Coordinator to support our operations and sales teams. If you thrive in a fast-paced office environment, enjoy helping customers, and have strong organizational skills, this role could be a great fit for you.

Position Summary The Intake Coordinator plays a critical role in managing incoming customer calls, qualifying leads, scheduling appointments, maintaining CRM records, and ensuring a professional customer experience from the first interaction through appointment scheduling. This role requires strong communication skills, attention to detail, professionalism, and the ability to multitask in a high-volume environment. You will be working onsite in the Houston office.


Key Responsibilities

Customer Intake & Lead Management • Answer all incoming calls professionally and courteously
• Follow the company-approved customer intake script and qualification questions
• Gather and document all required homeowner information accurately
• Determine the reason for the customer's inquiry and identify roofing-related needs
• Ask qualifying questions to ensure the lead meets company service criteria
• Enter all lead information into the CRM completely and accurately
• Schedule appointments according to company lead distribution guidelines
• Confirm appointment dates, times, and expectations with homeowners
• Send appointment confirmations via phone, text, or email
• Update and maintain all customer records and notes Scheduling & Coordination • Schedule appointments based on company lead assignment procedures
• Coordinate schedules between homeowners and sales representatives
• Monitor appointment availability and scheduling conflicts
• Reschedule appointments when necessary and document all changes
• Ensure all appointment updates are communicated promptly to the assigned representative and management team Administrative Support • Maintain organized digital and physical files
• Process incoming and outgoing correspondence
• Assist with customer follow-up communications
• Support management with reporting and administrative tasks
• Maintain accurate records of customer interactions and appointment outcomes
• Monitor office supplies and administrative needs
• Assist with collecting customer reviews and testimonials Customer Service • Provide a positive first impression of the company
• Demonstrate professionalism, empathy, and urgency with every customer interaction
• Resolve customer concerns or direct them to the appropriate team member
• Maintain confidentiality of customer information
• Deliver exceptional customer service that reflects company values

Required Qualifications(Must Have) • Strong customer service and communication skills
• Experience answering high-volume phones in a professional environment
• Experience handling customer intake, scheduling, or lead qualification
• Experience working within CRM systems such as Quickbase, AccuLynx, Salesforce, or similar platforms
• Strong organizational skills and attention to detail
• Ability to multitask and stay organized in a fast-paced office environment
• Professional phone presence and positive attitude
• Strong written and verbal communication skills
• Dependable, coachable, and team-oriented

Highly Preferred • Experience within roofing, construction, restoration, HVAC, plumbing, or other home service industries
• Previous intake coordinator, dispatcher, scheduling, or customer service experience
• Bilingual Spanish is a plus but not required

Why Join M & M Roofing, Siding & Windows?
• Team-oriented culture
• Opportunities for growth and advancement
• Training and support provided
• Paid holiday, paid time off, and heatlh benefits. Pay is $20 to $23hr based on experience.
• Opportunity to grow within operations, customer service, or office management