Roofing Customer Experience Specialist

Frey Consulting Group; Norwood (MA); On-site; USD 30,000 - 39,000; Full time

Benefits offered by this job

401(k)

401(k) matching

Health insurance

Vision insurance

Paid time off

On-the-job training

Team-building outings

Quarterly incentives

Growth opportunities

Job summary

O'LYN Roofing is seeking a Customer Service Representative in Norwood, MA to be the first point of contact for homeowners exploring roofing solutions. You will manage incoming leads, qualify opportunities, schedule appointments, and support sales and operations to ensure a positive customer experience.

In this fast-paced role, you will communicate clearly, stay organized, and collaborate with Marketing, Sales, and Production.

Qualifications

• 1+ years of customer service experience.
• 1+ years of call center or high-volume phone experience.
• Excellent verbal and written communication skills.
• A friendly, professional, and confident phone presence.
• Strong listening and problem-solving skills.
• Ability to multitask and stay organized in a fast-paced environment.
• Strong attention to detail and accurate data-entry skills.
• Ability to learn and consistently follow established processes and procedures.
• Reliable transportation to our Norwood location.
• Ability to pass a background check.

Responsibilities

• Handle a high volume of inbound and outbound calls while providing exceptional customer service.
• Respond promptly to new leads from web forms, email, voicemail, and other sources.
• Qualify homeowners based on project type, location, and other lead criteria.
• Schedule, confirm, and rebook qualified estimate appointments with the appropriate sales representative.
• Follow up with leads and opportunities throughout the CRM pipeline using established follow-up procedures.
• Maintain accurate data entry and document all interactions in the CRM.
• Resolve customer questions and concerns or route them to the appropriate team member.
• Work closely with Marketing, Sales, and Production to ensure a smooth customer experience.
• Assist with customer reviews, warranties, proposals, special projects, and other administrative tasks as needed.
• Participate in team training and contribute ideas to improve lead quality, scheduling, customer service, and internal processes.

Skills

Customer service

Call center experience

Verbal communication

Written communication

Phone presence

Listening

Multitasking

Attention to detail

Process adherence

Reliable transportation

Background check

Tools

CRM

Scheduling tools

Job description

O'LYN Roofing is seeking a Customer Service Representative in Norwood, MA to be the first point of contact for homeowners exploring roofing solutions. You will manage incoming leads, qualify opportunities, schedule appointments, and support sales and operations to ensure a positive customer experience.

In this fast-paced role, you will communicate clearly, stay organized, and collaborate with Marketing, Sales, and Production.