Customer Service Representative (CSR, In-Bound Call & Lead Intake Management)

Vision Roof Services Inc.; Mission Viejo (CA); Presencial; USD 30.000 - 34.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Performance-based bonus

Descripción de la vacante

Vision Roof Services Inc. is seeking a Customer Service Representative to join our team in Mission Viejo, CA. The role requires handling customer inquiries, coordinating inspections, and scheduling appointments with a focus on excellent service.

Bilingual English/Spanish is strongly preferred. The ideal candidate has 3–5 years of customer service experience, strong communication and organizational skills, and the ability to manage multiple tasks in a fast-paced environment.

Formación

• 3–5 years of professional customer service experience.
• Fluency in English; Spanish preferred and will be assessed during interview.
• Experience in construction, roofing, home services, or similar service-based industries preferred.
• Excellent phone etiquette, written communication, and interpersonal skills.
• Able to manage multiple inquiries, appointments, and follow-ups simultaneously.

Responsabilidades

• Answer incoming calls, emails, and inquiries promptly and professionally.
• Communicate with customers in English; Spanish communication is strongly preferred.
• Provide accurate information about services, appointments, and next steps.
• Schedule roof inspections and coordinate with sales and inspections teams.
• Maintain CRM records with customer communications and appointment details; ensure handoffs are smooth.
• Follow up on leads and inquiries to prevent missed opportunities.
• Collaborate with sales, estimating, and operations on scheduling and communication.

Conocimientos

Customer service

Communication

CRM

Scheduling

Problem-solving

Time management

Teamwork

Herramientas

CRM platforms

Scheduling systems

Office software

Descripción del empleo

Job Title: Customer Service Representative (CSR)
Employment Type: Full-Time
Location: On-site, Mission Viejo, CA
Schedule: Monday–Friday, 8:00 AM–5:00 PM
Compensation: $22–$25/hour (based on experience) + performance bonus

Job Description

Vision Roof Services is looking for an experienced Customer Service Representative (CSR) to join our growing team in Mission Viejo, CA. Bilingual English/Spanish is strongly preferred. This role supports our Orange County operations by managing incoming customer inquiries, scheduling roof inspections, coordinating appointments, and providing excellent customer service throughout the customer journey.

The ideal candidate has 3–5 years of customer service experience, strong communication and organizational skills, and the ability to manage multiple responsibilities in a fast-paced environment. Experience in construction, home services, or other service-based industries is highly preferred.

The CSR plays an important role in supporting our sales and operations teams while making sure customers receive timely, professional, and reliable service.

Responsibilities

Customer Service & Communication

Answer incoming phone calls, emails, and customer inquiries professionally and promptly.

Communicate effectively with customers in English; Spanish-language communication strongly preferred.

Provide accurate information about company services, appointments, and next steps.

Address customer questions, concerns, and service requests with professionalism.

Maintain a positive, helpful customer experience in every interaction.

Lead Management & Appointment Scheduling

Respond to incoming leads from phone calls, website forms, and other marketing channels.

Qualify prospective customers and collect contact and project information.

Schedule roof inspections and coordinate appointments with the sales and inspection teams.

Follow up with prospective customers to ensure timely scheduling.

Maintain accurate appointment records and communicate scheduling changes.

CRM & Data Management

Create and update customer contacts, leads, and project information in company CRM systems.

Maintain accurate records of customer communications, appointment details, and follow-up activities.

Keep customer information organized, complete, and accessible to the team.

Monitor outstanding inquiries and follow-up tasks to prevent missed opportunities.

Work closely with sales, estimating, and operations teams on scheduling and customer communication.

Communicate customer needs, project details, and appointment updates to the right team members.

Coordinate customer callbacks and follow-up activities.

Ensure a smooth handoff from first inquiry to scheduled inspection.

Problem-Solving & Customer Follow-Up

Respond to customer concerns and help resolve issues promptly.

Recognize situations that need additional support and elevate them appropriately.

Follow up on unresolved customer requests and scheduling matters.

Stay professional and detail-oriented while managing multiple customer interactions.

Qualifications

Experience: Minimum 3–5 years of professional customer service experience required.

Language: Fluency in spoken and written English required. Spanish fluency strongly preferred; it will be assessed during the phone interview.

Industry Experience: Construction, roofing, home services, or other service-based business experience preferred.

Communication: Excellent phone etiquette, written communication, and interpersonal skills.

Organization: Able to manage multiple inquiries, appointments, and follow-ups at once.

Technical Proficiency: Comfortable with computers, CRM platforms, email, scheduling systems, and office software.

Attention to Detail: Accurately documents customer information and keeps organized records.

Problem-Solving: Handles customer inquiries independently and knows when to elevate.

Reliability: Professional, dependable, punctual, and team-oriented.

Physical Requirements

Work on-site in a professional office environment.

Sit or stand for extended periods while using a computer and telephone.

Perform standard administrative and office duties.

Competitive hourly pay based on experience, plus eligibility for a performance-based bonus tied to outcomes.

Opportunities for career growth and development within a growing company.

Collaborative work environment with experienced sales and operations professionals.

A team that values personal, professional, and financial growth.

Why Join Vision Roof Services?

Join an established, family-owned roofing company serving Southern California since 1992.

Be part of a growing organization expanding throughout Southern California.

Opportunities for professional development and career advancement.

A supportive, team-oriented environment where customer service and operational excellence are priorities.

Make a direct impact on customer satisfaction and company growth.

About Vision Roof Services

Family-owned since 1992, Vision Roof Services provides commercial and residential roofing, spray foam roofing, roof coatings, repairs, and maintenance across Southern California, with offices in Orange County and Palm Desert. We are committed to quality work, responsive service, and helping our team members grow their careers.