Customer Service Representative

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

Benefits:

• Company parties
• Competitive salary
• Dental insurance
• Health insurance
• Opportunity for advancement
• Paid time off
• Training & development
• Vision insurance

Client Care Representative Job Description

Every roof we install protects a family. Before anyone climbs a ladder, a homeowner calls our office. The Client Care Representative is the voice they hear first and the person who gets them on our sales schedule.

You answer the phones, respond to new leads, book sales appointments, and keep our documents and files in order. You make sure every lead is captured, booked, and handed to our sales team with the information they need.

This role is built for someone who is organized, warm on the phone, calm when the phones get busy, and takes ownership without being asked. Sexton has earned its name in this valley since 1985 by taking care of people. You set that tone from the first call.

HOW WE WORK

We hire for our values first. Systems and software can be taught. Character can't. These five values shape how we treat every homeowner and every teammate:

• Do the Right Thing Always: Integrity isn't a policy. It's the standard.
• Build Meaningful Connection: With customers, with the community, with each other. Every caller should feel like they reached a neighbor.
• Improve Yourself and Those Around You: We invest in our people and expect them to grow. You help the whole team get better, and you keep learning yourself.
• Embody Empowered Responsibility: Own your work. Own the outcome. The phones, the sales schedule, and the files are yours.
• Proactively Communicate: Say it before it becomes a problem. Every lead hears back from us quickly, and every rep walks in with the information they need.

WHAT YOU'LL DO

Client Communication

• 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 our 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.

Lead Intake & Sales Scheduling

• Respond to every new lead quickly, by phone, email, or web form.
• Capture complete, accurate lead information, including the homeowner's needs, the property, and how they heard about us.
• Qualify every lead before booking, and learn our dispatching approach to make the best use of our sales reps.
• Set expectations before the appointment, including how long it takes and what to have ready.
• Follow up to rebook no-shows, old leads that never booked, and appointments that did not move forward.
• Keep communication clear between the office, the sales team, and management.

Tracking & Reporting

• Own booking KPIs, including speed to lead, booking rate, and no-show rate, and report.
• Record the lead source on every call so marketing can measure cost per lead accurately.
• Keep lead statuses current in CRM so nothing falls through the cracks.
• Support marketing by handling mailer and promotion responses and sharing common caller questions that can become content.

Production & Documentation

• Create and maintain project documents, contracts, and invoices in CRM and our physical files.
• Keep client files complete so sales and production have what they need after the sale.

Office Operations & Team Support

• Keep the office organized, including supplies, files, and a welcoming front desk.
• Support new hire onboarding and help coordinate continuing 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.

WHAT WE'RE LOOKING FOR

Required

• 1+ year of administrative, office, or client service (retail, bartending, etc.) 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.

Preferred

• Experience in construction, roofing, or home services.
• Experience in appointment setting, inside sales, or a call center.
• Experience with dispatch or field scheduling.

COMPENSATION & BENEFITS

Starting Pay: $20/hour, commensurate with experience.

Benefits include:

• Health, dental, and vision insurance with a company contribution to your plan.
• Paid time off and paid holidays.
• Ongoing training and real opportunities for growth as our team expands.

WHY SEXTON ROOFING & SIDING

We've been serving the Pioneer Valley since 1985. We're locally owned, community-rooted, and built on the belief that the roofing industry can be done better, with honesty, craftsmanship, and real accountability to the people we serve.

We invest in our people through training, mentorship, and real paths to advance.

If our values sound like how you already work, we want to talk.