Front Office Customer Service Representative (CSR)

Landmark Roofing•Fort Wayne, IN

7d•Onsite

About The Position

The Front Office Customer Service Representative (CSR) is the first voice and face of Landmark Roofing. This individual plays a vital role in ensuring excellent customer experiences by answering incoming calls, responding to leads, managing scheduling for our Estimators, and providing support to the sales team. This role is essential in maintaining a professional and welcoming environment for both internal and external customers.

Requirements

Excellent phone and verbal communication skills
Strong organizational and time management abilities
Proficiency in CRM software and office tools (training available)
Ability to multitask and prioritize in a fast-paced environment
Customer-focused mindset with problem-solving ability
Friendly, professional, and team-oriented
Self-motivated and proactive with a strong work ethic
Calm under pressure and solution-focused

Nice To Haves

Previous front desk, call center, or scheduling experience
Background in construction, home services, or roofing (a plus)
Experience re-engaging leads or working in a lead-driven role

Responsibilities

Professionally manage all inbound calls and walk-ins.
Respond promptly to lead inquiries via phone, email, or online submissions.
Schedule and confirm appointments for Project Estimators.
Use downtime to follow up on past/dead leads to maximize schedule efficiency.
Keep estimator calendars full, accurate, and optimized.
Provide customer service support by answering general questions or routing issues.
Maintain and update CRM records with lead and customer information.
Support the front office with basic administrative tasks and hospitality.
Greet visitors and vendors; handle mail and deliveries.
Collaborate closely with the Office Coordinator and Sales Team.