Schedule Coordinator

Guardian Roofing; Auburn (WA); On-site; USD 74,390,000 - 85,411,000; Full time

Benefits offered by this job

Base pay $26–$30/hr plus bonus up to $

Monthly bonus up to $1,000

Medical, Dental, Vision

Job summary

Guardian Roofing is seeking a Schedule Coordinator to join our CSR team in Auburn, WA. You will schedule opportunities for the Sales team, manage a complex calendar, and communicate effectively with homeowners and internal departments.

Ideal candidates have 3+ years in phone-based customer service, scheduling in construction trades, and experience with CRM systems. On-site role with a Monday–Friday shift and a strong emphasis on accuracy and customer satisfaction.

Qualifications

• 3+ years of phone-based customer service experience.
• 1+ years of scheduling experience in roofing or related trades.
• Experience with inside sales or lead scheduling is preferred.
• Experience handling high-volume inbound/outbound calls.
• Experience using a CRM program.
• Bilingual in English and Spanish preferred.
• Strong communication, organization and teamwork skills.

Responsibilities

• Schedule a high volume of calls and convert them into sales opportunities.
• Respond to web-based leads and convert them into appointments.
• Maintain a complex calendar and coordinate various appointment types.
• Manage daily call volume to meet department goals.
• Coordinate estimator schedules for same-day openings and reschedules.
• Use Guardian training to optimize appointment close rates.
• Communicate process updates to customers and internal teams.

Skills

Phone-based customer service

Scheduling experience

CRM proficiency

Bilingual English/Spanish

Communication skills

Multitasking

Construction knowledge

Tools

ServiceTitan

Microsoft Office

Job description

Description

Guardian is rapidly expanding and needs a highly motivated self-starter to join our CSR team. The Schedule Coordinator serves as the first impression of the company, where over 30% of our clients are repeat and referrals and have more than 2,000 positive reviews on Google. The Schedule Coordinator will be responsible for strategically scheduling opportunities for our Sales team, which requires attention to detail and the ability to communicate with a diverse clientele effectively. The ideal candidate will be passionate about customer service, an exceptional multitasker, have excellent verbal and communication skills, exercise good decision making and will thrive in a team environment.

KEY RESPONSIBILITIES

• Schedule and convert a high volume of incoming calls to sales opportunities.
• Respond timely to a high volume of web-based leads from assigned platforms (e.g., Yelp, Angie’s List, etc.) to convert into sales appointments.
• Scheduling and maintaining a complex calendar, setting up multiple types of appointments, and managing a dynamic schedule in accordance with sales requirements.
• Maintain a high level of inbound and outbound calls to achieve daily, weekly and monthly department goals
• Effective management of daily schedules for estimation department for same-day openings, reschedules and cancelations
• Utilize strategic thinking in conjunction with Guardian-provided sales training to achieve highest close rate when scheduling appointments .
• Maintain effective, professional and timely communications with customers and internal departments regarding processes and procedures, short-term and long-term schedules, project issues and installation status.
• Work within industry specific software, Service Titan to coordinate account activities internally.
• Investigate, respond to, and resolve customer and internal questions or concerns with a sense of urgency.

Requirements

• 3+ years of experience with phone-based Customer Service.
• 1+ years of Scheduling experience in roofing, plumbing, HVAC, or a similar industry.
• Previous experience with inside sales or lead scheduling is highly preferred.
• Experience handling up to 120 inbound/outbound phone calls.
• Experience utilizing a CRM program.
• Experience working with homeowners is highly desired.
• Must be highly organized and possess the ability to multitask.
• Experience with problem resolution.
• Competent, outgoing, and possesses the ability to talk to clients with confidence and ease.
• Flexible and have the ability to adapt in an often rapidly changing work environment.
• A good understanding of construction principles, methods, and techniques.
• Team player with excellent communication skills, a strong work ethic, and enthusiasm for a collaborative team environment.
• Proficient in Microsoft Office Applications.
• Dependable and able to show up to work on time.
• Self-motivated, honest, and friendly. Someone who truly cares about people and making clients happy.
• Bilingual in English and Spanish strongly preferred
• Must be able to pass a preemployment drug screen, and background check.

LOCATION AND SHIFT

• This is an on-site position reporting to Guardian’s office in Auburn, WA.
• Shift Monday - Friday 8am - 4:30pm

WHAT WE OFFER YOU:

• Highly competitive base pay of $26.00 - $30.00/hr depending on experience PLUS monthly bonus opportunity up to $1,000.
• Medical, Dental, Vision and Supplemental Insurance Plans.
• 100% paid accident insurance for all Guardian employees.
• Career growth and advancement opportunities.
• FSA and 401K
• Company cell phone and laptop.

The extras:

• $1,500 Employee referral bonus.
• Pet-friendly office environment.
• Employee appreciation events.
• Company swag.
• Excellent company culture, we celebrate the big and small wins as a team!

WHO WE ARE:

Founded in 2005, Guardian Operations (“Guardian”) provides repair/replacement roofing services and gutter services to residential and light commercial customers throughout the Puget Sound. Guardian is one of the best small businesses on the West Coast and the Guardian brand is synonymous with exceptional service and integrity in all areas.

Guardian employs over 140 people and 100% of Guardian’s work is focused on repair and replacement (i.e. no new construction). The company has increased gross revenue by roughly 60% over the past five (5) years as a direct result of (a) an outstanding local reputation and (b) fielding an exceptionally strong, long-tenured team. Building on this momentum, Guardian is continuing its strategic growth with the opening of a new branches, and has set a clear vision to double the size of the company over the next five years.

Visit our careers page to learn more: https://www.guardianroofing.com/about-us/careers/

Guardian is an Equal Opportunity Employer committed to an inclusive and equitable workplace for all.