Customer Service Manager

California Roof Pros; Concord (CA); Hybrid; USD 52,000 - 68,000; Full time

Job summary

California Roof Pros is seeking a Customer Service and Lead Qualification Representative to be the first voice homeowners hear. You will answer calls, qualify leads, and book appointments to keep the sales calendar full.

Work in Concord 2–3 days a week with remote options, and engage in outbound outreach to aged leads and campaigns. Past experience in home services or insurance is a plus.

Qualifications

• 1+ year in a phone-based customer service, appointment setting, or inside sales role.
• Fluent, professional English on the phone; live mock call in interview.
• Comfortable making 40 to 60 outbound dials a day.
• Typing and CRM experience; training provided for our system.
• Able to work in Concord office 2–3 days a week, remote the rest.
• Home services, construction, or insurance experience is a plus, not required.

Responsibilities

• Answer inbound calls, texts, and web form leads during business hours and return missed ones the same day.
• Qualify each lead: property type, roof issue, timeline, ownership, insurance involvement.
• Book qualified estimates directly onto our sales reps' calendars.
• Make outbound calls to past inquiries and campaign lists to set appointments.
• Log every contact accurately in our CRM and keep lead status current.
• Confirm appointments the day before and reschedule no-shows.
• Follow up with customers after the job for reviews and referrals.

Skills

Phone-based CS

Appointment setting

Inside sales

CRM experience

English fluency

Time management

Tools

CRM system

Job description

**Applicants outside of the United States will not receive a response**

Customer Service and Lead Qualification Representative

California Roof Pros is a licensed roofing contractor (CSLB #1158153, GAF Master Elite) repairing and replacing roofs across Northern California, with plans to operate statewide. We're hiring the person who answers our phone.

What you'll do

You are the first voice a homeowner hears when their roof leaks, and the person who keeps our sales team's calendar full.

• Answer inbound calls, texts, and web form leads during business hours, and return every missed one the same day
• Ask the right questions to qualify each lead: property type, roof issue, timeline, ownership, insurance involvement
• Book qualified estimates directly onto our sales reps' calendars
• Make outbound calls to past inquiries, aged leads, and campaign lists to set additional appointments
• Log every contact accurately in our CRM and keep lead status current
• Confirm appointments the day before and reschedule no-shows
• Follow up with customers after the job for reviews and referrals

What we're looking for

• 1+ year in a phone-based customer service, appointment setting, or inside sales role
• Fluent, professional English on the phone; you'll take a live mock call in your first interview
• Comfortable making 40 to 60 outbound dials a day without losing energy or politeness
• Typing and CRM experience (any system; we'll train ours)
• Able to work in our Concord office 2 to 3 days a week, remote the rest
• Home services, construction, or insurance experience is a plus, not required

Schedule and pay

• Monday to Friday, with occasional Saturday coverage during storm season
• $17800-25/hour, non-exempt, paid biweekly
• Performance bonus per qualified appointment that turns into a signed job

California Roof Pros is an equal opportunity employer.