Customer Service Representative

Southline Roofing & Exteriors; Town of Charleston (NY); Remote; USD 38,000 - 52,000; Full time

Job summary

Southline Roofing & Exteriors in Charleston, SC, is seeking a full-time remote Customer Service Representative to support homeowners and prospective clients. You will answer calls, emails, and messages, provide accurate information about roofing, gutter, and siding services, and schedule or update appointments with the operations team.

You will maintain detailed records in our CRM, communicate clearly with project managers, and share timely updates with customers.

Qualifications

• Experience in customer support or similar roles.
• Clear verbal and written communication skills.
• Ability to maintain records and follow up.
• Strong problem-solving and empathy when assisting homeowners.
• Comfort using CRM or ticketing systems in a remote setting.

Responsibilities

• Answer incoming calls, emails, and messages.
• Provide accurate information about roofing, gutter, and siding services.
• Schedule or update appointments with operations team.
• Resolve customer questions and concerns.
• Track service requests and follow up to ensure satisfaction.
• Maintain detailed records in company systems and communicate with project managers.

Skills

Customer service

Active listening

Written communication

Phone etiquette

Organizational skills

Remote communication

Tools

CRM / ticketing systems

Job description

Company Description

Southline Roofing & Exteriors is a family-owned roofing, gutter, and siding company based in Charleston, South Carolina, serving residential homeowners. The company combines the professionalism, resources, and reliability of a national contractor with the personal attention and accountability of a local, family-run team. Southline focuses on delivering high-quality exterior services while maintaining clear communication and trust with clients throughout every project. Team members join a company that values integrity, responsiveness, and strong relationships with customers and colleagues. The environment is collaborative, service-oriented, and committed to long-term customer satisfaction.

Role Description

This full-time remote Customer Service Representative role is responsible for supporting homeowners and prospective customers throughout their interactions with Southline Roofing & Exteriors. Daily tasks include answering incoming calls, emails, and messages, providing accurate information about roofing, gutter, and siding services, and scheduling or updating appointments in coordination with the operations team. The role involves resolving customer questions and concerns, tracking service requests, and following up to ensure each customer's experience is positive and well-documented. The representative will maintain detailed records in company systems, communicate clearly with project managers, and proactively share updates with customers. This position requires consistent professionalism, strong problem-solving skills, and a calm, helpful approach in a remote work environment.

Qualifications

• Ability to deliver strong customer service and maintain a positive customer experience, with a focus on customer satisfaction.
• Experience in customer support or similar roles, ideally as a Customer Service Representative handling inquiries and service issues.
• Clear verbal and written communication skills, including active listening and professional phone, email, and chat etiquette.
• Strong organizational abilities, including managing multiple requests, updating records accurately, and following up in a timely manner.
• Comfort using CRM or ticketing systems and basic office software; ability to learn new digital tools quickly in a remote setting.
• Reliable internet connection and a quiet, professional remote workspace suitable for customer-facing communication.
• Demonstrated problem-solving skills, patience, and empathy when working with homeowners and resolving concerns.
• Previous experience in home services, construction, or roofing industries is beneficial but not required.