Client Care & Scheduling Specialist

Sexton Roofing & Siding; West Hatfield (MA); On-site; USD 23,000 - 32,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Paid time off

Training & growth

Job summary

Sexton Roofing & Siding is seeking a Client Care Representative in the Pioneer Valley. You will be the first voice for homeowners, answering phones, handling new leads, booking sales appointments, and organizing documents to hand off to the sales team.

We value organized, warm phone presence, ownership, and timely communication. The role offers a starting pay of $20/hour with opportunities for advancement and a focus on customer service excellence.

Qualifications

• 1+ year of administrative, office, or client service experience.
• Clear, friendly communicator on the phone and in writing.
• Highly organized. You manage many moving pieces without dropping any.
• Strong attention to detail in scheduling, documents, and data entry.
• Proficient in Microsoft Office (Word, Excel, Outlook).
• Solutions-oriented. You fix problems instead of passing them along.
• Comfortable working toward booking targets and tracking your own numbers.
• High school diploma or equivalent.
• Experience in construction, roofing, or home services.
• Experience in appointment setting, inside sales, or a call center.
• Experience with dispatch or field scheduling.

Responsibilities

• Answer incoming calls promptly with the company greeting and create a positive first impression.
• Prioritize client satisfaction in every interaction, by phone, email, or in person.
• Answer questions about services, service area, financing options, and current promotions.
• Draft and proof emails, letters, and other communications for clients, vendors, and the team.
• Make happy calls following up on sales appointments and completed projects to ensure client satisfaction.
• Respond to every new lead quickly, by phone, email, or web form.
• Capture complete lead information, including needs, property, and source.
• Qualify every lead before booking and learn dispatching approach.
• Set expectations before the appointment, including duration and required items.
• Follow up to rebook no-shows and old leads.
• Keep communication clear between office, sales team, and management.
• Own booking KPIs, including speed to lead, booking rate, and no-show rate, and report.
• Record lead source on every call for cost-per-lead measurement.
• Keep lead statuses current in CRM.
• Support marketing by handling mailer responses and sharing common caller questions.
• Create and maintain project documents, contracts, and invoices in CRM and physical files.
• Keep client files complete for post-sale use.
• Keep the office organized, including supplies, files, and a welcoming front desk.
• Support new hire onboarding and ongoing education for the team.
• Bring a positive, steady presence that lifts the team on busy days.
• Own your personal development plan and grow with the role.

Skills

Communication skills

Organization

Detail-oriented

Microsoft Office

Problem solving

Booking targets

Customer service

Education

High school diploma or equivalent

Tools

Microsoft Office (Word, Excel, Outlook)

Job description

Sexton Roofing & Siding is seeking a Client Care Representative in the Pioneer Valley. You will be the first voice for homeowners, answering phones, handling new leads, booking sales appointments, and organizing documents to hand off to the sales team.

We value organized, warm phone presence, ownership, and timely communication. The role offers a starting pay of $20/hour with opportunities for advancement and a focus on customer service excellence.