Customer Service Representative
About The Position
SUNVEK is seeking a Customer Service Representative (CSR) to serve as a key point of contact for customers throughout their roofing and construction experience. Reporting to the Office Manager, this person will help ensure customers receive timely, accurate, and professional communication while keeping jobs and customer information organized in ServiceTitan. This is an ideal opportunity for someone who understands the pace and complexity of a construction or home-services business, knows how to navigate ServiceTitan, and takes pride in creating a great customer experience.
Requirements
- Previous experience in construction, roofing, home services, or a related field-service environment.
- Hands-on experience using ServiceTitan in a customer service, dispatch, scheduling, operations, or administrative capacity.
- Strong customer-service skills with the ability to communicate professionally with homeowners, field employees, and internal teams.
- Comfortable handling a high volume of calls, customer requests, scheduling changes, and competing priorities.
- Strong organizational skills and attention to detail, particularly when entering and maintaining information in ServiceTitan.
- Ability to remain calm, solutions-oriented, and professional when handling difficult customer situations.
- Strong written and verbal communication skills.
- Dependable, accountable, and comfortable working in a fast-paced, in-person office environment.
Nice To Haves
- Roofing industry experience.
- Experience coordinating between customers and construction or field-service crews.
- Experience with scheduling, dispatching, permits, work orders, or project administration.
- Familiarity with construction terminology and the typical lifecycle of a residential or commercial roofing project.
- Track record of improving customer satisfaction or internal office processes.
Responsibilities
- Serve as a primary point of contact for customers, providing responsive, professional, and accurate communication by phone, email, and text.
- Manage incoming customer calls and inquiries, gather relevant information, and ensure requests are routed to the appropriate team member.
- Use ServiceTitan daily to maintain accurate customer records, job information, appointments, notes, and follow-up activities.
- Coordinate with sales, production, project management, and field teams to keep customers informed regarding scheduling, job status, and next steps.
- Proactively communicate schedule changes, delays, documentation needs, and other project updates to customers.
- Schedule appointments and support the coordination of roofing inspections, service calls, and project-related activities.
- Follow up with customers throughout the job lifecycle to ensure commitments are completed and issues are resolved quickly.
- Help identify and resolve customer concerns before they escalate, involving the Office Manager or appropriate leader when necessary.
- Maintain complete, accurate, and timely documentation within ServiceTitan so office and field teams have reliable information.
- Support administrative and office responsibilities as needed in a fast-paced construction environment.
- Look for opportunities to improve customer-service workflows, communication standards, and ServiceTitan processes.
Benefits
- 401(k)
- 401(k) matching
- Competitive salary
- Health insurance
- Paid time off
- Opportunity for professional development and advancement
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
