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

Vision Roof Services Inc.; Palm Desert (CA); On-site; USD 30,000 - 34,000; Full time

Benefits offered by this job

Performance-based bonus

Career growth opportunities

Team-oriented environment

Job summary

Vision Roof Services is seeking a detail-oriented Customer Service Representative to join our Palm Desert team. This on-site role handles inquiries, schedules roof inspections, and coordinates appointments while delivering exceptional service to customers in English, with Spanish preferred.

Ideal candidates have 3–5 years in customer service, excellent communication, and ability to manage multiple tasks in a fast-paced environment.

Qualifications

• 3–5 years of professional customer service experience.
• Fluency in spoken and written English; Spanish preferred.
• Experience with CRM platforms and scheduling tools is a plus.

Responsibilities

• Answer incoming calls, emails, and inquiries in a timely, professional manner.
• Communicate in English; Spanish preferred for customer interactions.
• Provide accurate information about services, appointments, and next steps.

Skills

Customer service

Bilingual English/Spanish

CRM experience

Scheduling

Communication

Tools

CRM systems

Scheduling systems

Office software

Job description

Job Title: Customer Service Representative (CSR)
Employment Type: Full-Time
Location: On-site, Palm Desert, 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 Palm Desert, CA. Bilingual English/Spanish is strongly preferred. This role manages incoming customer inquiries, schedules roof inspections, coordinates appointments, and provides 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 escalatethem 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 upscale.
• 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 Palm Desert and Orange County. We are committed to quality work, responsive service, and helping our team members grow their careers.

Interested In Other Positions?

Head back to the Careers page to view all open roles.