Customer Service Representative

GOLD SEAL ROOFING LLC; Tampa (FL); On-site; USD 40,000 - 55,000; Full time

Benefits offered by this job

Health insurance

Bonus based on performance

Profit sharing

Opportunity for advancement

Job summary

Gold Seal Roofing, LLC in Tampa Bay is seeking a Customer Service Representative / Inside Sales to rapidly respond to inbound leads and book high-quality appointments using ServiceTitan.

You will balance customer care with sales, keep data accurate, coordinate with field teams, and contribute to performance metrics while enjoying growth opportunities and competitive compensation. The role emphasizes speed, accuracy, and persuasive communication.

Qualifications

• Speed-to-lead and appointment-booking skills.
• Strong communication and relationship-building abilities.
• Accurate real-time data entry into ServiceTitan.
• Ability to coordinate with field teams and sales reps.

Responsibilities

• Speed-to-Lead Appointment Booking: respond immediately to inbound leads and convert to appointments.
• Customer Interaction & Relationship Building: serve as first point of contact with warm, professional communication.
• Data entry in ServiceTitan and scheduling updates.
• Monitor technician statuses and optimize dispatch and routing.
• Track daily/weekly KPIs (lead response, appointments booked, conversions).
• Workflow optimization and team development to improve processes.

Skills

Inside sales

Customer service

Lead management

Communication

Organization

Tools

ServiceTitan

Job description

Future Opening: Customer Service Representative

• Bonus based on performance
• Opportunity for advancement
• Profit sharing
• Health insurance

The Customer Service Representative / Inside Sales plays a mission-critical role in driving company growth by rapidly responding to inbound leads and booking high-quality appointments. This role blends customer service excellence with inside sales performance, requiring speed, accuracy, and persuasive communication. The ideal candidate thrives in a fast-paced environment, is highly organized, and is passionate about delivering outstanding service while converting interest into sales opportunities through ServiceTitan.

Key Responsibilities and Duties:

1. Speed-to-Lead Appointment Booking

• Respond immediately to all inbound leads via phone, web inquiries, email, and chat. Targeting engagement within 5 minutes of lead creation.
• Convert leads into confirmed appointments using urgency, product knowledge, and active listening.
• Prioritize and follow up on leads that haven’t yet booked, ensuring no opportunity is missed.
• Leverage scripts and objection-handling techniques to increase appointment conversion rates.
• Maintain full calendar coverage by proactively filling empty time slots and rescheduling cancellations.

2. Customer Interaction & Relationship Building

• Serve as the first point of contact for potential and existing customers, delivering warm, professional, and effective communication.
• Understand customer needs and pain points to create value in the service offering.
• Build trust and rapport with homeowners through active listening and clear, concise explanations.
• Proactively follow up on past customers, incomplete jobs, or no-shows to re‑engage and re‑book.
• Accurately enter customer data, service notes, job details, and scheduling into ServiceTitan in real-time.
• Use the dispatch board to assign field technicians efficiently, optimizing routes and availability.
• Monitor technician statuses, job updates, and reschedules directly within the platform.
• Maintain a high degree of software accuracy to ensure seamless field and office coordination.
• Work closely with outside sales reps and field managers to align appointment volume with sales targets.
• Relay qualified lead details and customer expectations clearly to the sales team to improve close rates.
• Participate in team huddles and planning meetings to share feedback and opportunities from customer interactions.
• Support rehash efforts by contacting previously quoted or inactive leads to revive interest and set new appointments.

5. Performance Monitoring & Continuous Improvement

• Track and report on daily/weekly KPIs such as:
  • Lead response time
  • Appointments booked
  • Conversion percentage
  • No-show/cancellation rates
• Consistently meet or exceed call handling, appointment setting, and sales contribution goals.
• Participate in regular coaching and feedback sessions focused on improving call performance and conversion.
• Record and review call quality, updating scripts and pitch methods based on real customer responses.

6. Workflow Optimization & Team Development

• Stay current on ServiceTitan updates and provide input on how new tools or workflows can improve operations.
• Assist teammates with training or troubleshooting within the platform when needed.
• Contribute ideas to improve customer experience and streamline lead-to-sale handoff processes.
• Help maintain a culture of accountability, positivity, and team success.

Ideal Candidate Profile:

• Results-Driven Urgency, always acting fast on leads and striving for maximum conversion.
• ServiceTitan Proficiency, or willingness to master it quickly.
• Inside Sales Mindset, with a natural ability to influence, persuade, and close.
• Empathetic Communicator, skilled in balancing customer care with business outcomes.
• Organized Multitasker, able to handle multiple conversations, systems, and schedules simultaneously.
• Team Player with high standards.
• Coachable, open to feedback and motivated to improve daily.

Compensation: $40,000.00 - $55,000.00 per year

About us

Gold Seal Roofing, LLC offers top-tier roofing services in Tampa Bay.

Gold Seal Roofing offers integrity, experience knowledge and professionalism to meet your roofing needs. As a manufacturer-certified roofer, we provide first-rate warranty protection using component-matched under layments, starter strips, ventilation products and ridge caps, which other roofers may not offer. As a GAF-certified roofer, they provide additional warranty protection. Their GAF system includes special underlayments, starter shingles, ventilation products, and ridge caps, which other roofers may not always offer. A solid, leak-free roof is crucial for the structural integrity of a home or commercial building, protecting it from wind, rain, and hail damage.

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