Customer Service Representative

Job Title: Customer Service Representative Location: Colorado Employment Status: Full-Time, Non-Exempt Hourly Reports To: [Manager Title]

Compensation

[Hourly Rate Token] per hour Position

Summary

The Customer Service Representative is responsible for supporting the customer experience from initial communication through ongoing project coordination and follow-up. This role serves as a key point of contact between the company, customers, and internal departments, helping ensure timely communication, accurate information, and a professional customer experience throughout the life of the project. This position requires strong communication skills, attention to detail, urgency, professionalism, and the ability to manage multiple tasks in a fast-paced environment.

Key Responsibilities

• Answer inbound phone calls, emails, and messages in a timely and professional manner.
• Communicate with customers regarding appointments, project updates, scheduling, documentation, and general service-related questions.
• Maintain accurate customer records, notes, and activity updates within company systems (Across all divisions).
• Coordinate with sales, production, office staff, and management to ensure customer needs are addressed promptly.
• Assist with scheduling inspections, appointments, follow-ups, and other customer-facing tasks as assigned.
• Monitor open items and follow through until issues are resolved or properly escalated.
• Support customer communication before, during, and after project completion.
• Help manage inbound service requests and route them to the correct department or team member.
• Maintain a professional and positive customer experience in all interactions.
• Assist with administrative tasks, reporting, and other office support functions as needed.
• Follow company processes, communication standards, and documentation requirements.
• Protect confidential company and customer information. Required Skills and

Qualifications

• High school diploma or equivalent required.
• Prior customer service, administrative, call center, office support, or related experience preferred.
• Strong verbal and written communication skills.
• Strong organizational skills and attention to detail.
• Ability to prioritize tasks and manage multiple responsibilities effectively.
• Comfortable using phone systems, email, spreadsheets, CRM platforms, and other business software.
• Professional, dependable, and able to work well in a team environment.
• Ability to remain calm, solutions-oriented, and professional when handling customer concerns.

Preferred Qualifications

• Experience in roofing, construction, home services, restoration, or insurance-related industries preferred but not required.
• Experience with CRM systems, scheduling platforms, or project management software. (JobNimbus is a plus)
• Bilingual communication skills are a plus, but not required. Physical and Work

Requirements

• This role is primarily office-based and requires prolonged periods of sitting, typing, and working on a computer.
• Must be able to speak clearly and hear effectively for phone-based communication.
• May occasionally be required to lift office materials or supplies up to 15 pounds.
• Regular and reliable attendance is required. Work Schedule This is a full-time hourly position. Standard work schedules and hours will be assigned by the company based on business needs. Additional hours may be required from time to time. Performance Expectations Success in this role will be measured by:
• Timely response to customer communication
• Accuracy of records and documentation
• Professionalism in customer interactions
• Ability to support internal coordination and workflow
• Reliability, accountability, and follow-through on assigned tasks Additional Expectations
• Employee must comply with all company policies, procedures, and handbook requirements.
• Employee is expected to perform duties in a professional, ethical, and team-oriented manner.
• Duties and responsibilities may be adjusted by the company based on business needs.