Service Operations Coordinator

Mast Roofing & Construction in Oley, PA is seeking a full-time Service Operations Coordinator to keep our phones, appointment schedules, dispatch activities, and service administration running accurately and efficiently. This is a Client Care Representative position with substantial responsibility for coordinating the work behind every client interaction and helping turn incoming opportunities into completed, profitable work. Answering a high volume of incoming calls is a central part of this role. Success also requires active thinking, independent judgment, and timely decisions. You will move between live calls, scheduling changes, technician needs, payments, and detailed administrative work throughout the day. We are looking for someone who takes initiative, anticipates problems, and follows through without waiting for repeated direction. Annual earning potential is $45,000-$65,000, with a starting base of $22/hour+, DOE (depending on experience), plus performance incentives and bonus opportunities. Benefits include personalized training, paid holidays including your birthday, paid time off (PTO), medical, dental, and vision insurance plans, and an IRA retirement plan with a 100% company match up to 3%. Are you quick-thinking, highly organized, and accurate under pressure? Can you listen closely, ask the right questions, and enter information directly into a computer system while keeping a conversation moving? If you enjoy solving scheduling problems, managing competing priorities, and taking ownership of results, we would like to meet you. ABOUT MAST ROOFING & CONSTRUCTION We are a faith-based, family-run, full-service residential and light commercial roofing and construction company. For over 28 years, we have built our reputation by caring for our clients and delivering quality workmanship through expert training, technology, and industry experience. Our mission is simple: To honor God by serving those around us with excellence. Our Core Values - W.I.S.E. - guide how we work: Work Hard, With Integrity, Serving Others, and With Excellence. We value our employees and their families and encourage personal growth, skill development, and a positive, professional culture of ownership and accountability. A DAY IN THE LIFE OF A SERVICE OPERATIONS COORDINATOR You help set the pace for the day. You answer calls, identify client needs, book appointments, and keep the CRM current as conversations happen. You coordinate with sales and production, adjust schedules as priorities change, and help technicians arrive prepared. Between calls, you prepare production folders, process payments, track appointment outcomes, and make sure the next person has the information needed to do the job well. KEY RESPONSIBILITIES AND ACCOUNTABILITIES Handle a high volume of incoming calls with professionalism, urgency, and accuracy. Work toward answering 98% of calls by the third ring and use a headset throughout the work shift to support efficient call handling. Maintain a minimum 80% booking ratio by using approved scripts, asking effective questions, explaining the value of our services, and addressing objections confidently and respectfully. Listen and type client information directly into the CRM during live conversations, without relying on handwritten notes for later entry. Capture contact details, service needs, commitments, and next steps completely and accurately. Respond to online quote requests within 5 minutes of submission, return client calls within 5 minutes, and respond to emails, texts, and calls daily in accordance with company procedures. Schedule repair and replacement appointments, service calls, estimates, and final 25 Point roof inspections. Confirm appointment details, start dates, times, and any changes promptly with clients and the appropriate staff. Coordinate and dispatch repair inspections and production calls under the direction of the Production Manager. Make proactive scheduling decisions within established guidelines to support profitable dispatching, productive technician time, efficient travel, and timely client service. Monitor the schedule for gaps, conflicts, delays, and changing priorities. Take action to keep appointments moving, communicate adjustments, and escalated decisions that exceed your authority. Generate sales orders in the CRM, record and verify appointment results, and follow up with the responsible staff when results or supporting details are missing. Keep administrative tracking systems updated daily. Prepare complete, accurate production and job folders, including jobs with signed proposals and deposits awaiting contracts. Ensure repair and replacement paperwork reaches the appropriate staff before appointments. Route required job pouches to management for commission entry and review. Transfer completed job folders to the Office Manager for invoicing and send contracts for electronic signatures as directed. Collect required payments and payment information on booked and confirmed calls, following company procedures for authorization, accurate processing, documentation, and protection of client information. Assist clients who choose financing and complete vendor warranty registrations after final invoicing. Track outstanding documents and follow through until required administrative steps are complete. Provide prompt support to technicians and sales representatives. Maintain clear communication so that client commitments, appointment requirements, and job information are understood across the team. Follow up daily with clients who have requested communication. Resolve service concerns promptly, respectfully, and with empathy; provide daily updates to the Sales Manager on escalated interactions and support a quality or recommendation score of at least 9/10 through PulseM or an equivalent system. Report directly to the Sales Manager, meet weekly to review goals and results, and attend meetings and required training prepared and on time. Participate in phone skills training at least twice yearly and help improve scripts and processes. Maintain organized records and work areas, meet reporting deadlines, and promptly notify management of serious accidents, damage, liability or warranty concerns, fraud, theft, or serious Core Value breaches. QUALIFICATIONS FOR A SERVICE OPERATIONS COORDINATOR Prior experience in service coordination, dispatch, appointment scheduling, client care, or administrative operations. Experience in HVAC, plumbing, electrical, roofing, or another trade service business is strongly preferred. Comfort managing a high volume of phone calls while completing time-sensitive scheduling, dispatch, and administrative responsibilities. Fast, accurate keyboarding and the ability to listen, ask questions, and type directly into a CRM during a live conversation without first taking handwritten notes. Strong typing speed must be matched by accuracy and complete records. Sound judgment and confidence making timely decisions within established procedures, with the ability to recognize when management input is needed. Proven ability to work independently, take initiative, anticipate needs, and follow responsibilities through to completion without repeated reminders. Strong attention to detail and a commitment to checking names, addresses, appointment times, payments, and job documentation for accuracy. Ability to shift quickly between tasks, manage interruptions, and maintain a productive pace in a busy environment with changing priorities and firm deadlines. Practical, analytical problem-solving skills and an understanding of how booking, scheduling, dispatch, and follow-up affect productivity, revenue, and profitability. Clear verbal and written communication, professional phone skills, and the ability to explain service options and respond to objections while treating clients respectfully. Confidence using CRM systems, scheduling tools, email, spreadsheets, and multiple computer applications, with the ability to learn new systems and follow established workflows. Integrity, discretion with confidential information, dependable attendance, a positive work ethic, and a willingness to accept coaching and improve performance. SERVICE AREAS This is a full-time onsite position at our company offices in Oley, PA, supporting clients and field operations throughout Berks County and surrounding areas, including Reading and Allentown, PA. #J-18808-Ljbffr