CUSTOMER SERVICE REP (CSR)

Job Title: Customer Service Representative (CSR)
Employment Type: Full-Time
Location: On-site, Mission Viejo, CA
Schedule: Monday–Friday, 8:00 AM–5:00 PM
Compensation: $22–$25/hour (based on experience) + performance bonus

Job Description

Vision Roof Services is looking for an experienced Customer Service Representative (CSR) to join our growing team in Mission Viejo, CA. Bilingual English/Spanish is strongly preferred. This role supports our Orange County operations by managing incoming customer inquiries, scheduling roof inspections, coordinating appointments, and providing excellent customer service throughout the customer journey.

The ideal candidate has 3–5 years of customer service experience, strong communication and organizational skills, and the ability to manage multiple responsibilities in a fast-paced environment. Experience in construction, home services, or other service-based industries is highly preferred.

The CSR plays an important role in supporting our sales and operations teams while making sure customers receive timely, professional, and reliable service.

Responsibilities

Customer Service & Communication

• Answer incoming phone calls, emails, and customer inquiries professionally and promptly.

• Communicate effectively with customers in English; Spanish-language communication strongly preferred.

• Provide accurate information about company services, appointments, and next steps.

• Address customer questions, concerns, and service requests with professionalism.

• Maintain a positive, helpful customer experience in every interaction.

Lead Management & Appointment Scheduling

• Respond to incoming leads from phone calls, website forms, and other marketing channels.

• Qualify prospective customers and collect contact and project information.

• Schedule roof inspections and coordinate appointments with the sales and inspection teams.

• Follow up with prospective customers to ensure timely scheduling.

• Maintain accurate appointment records and communicate scheduling changes.

CRM & Data Management

• Create and update customer contacts, leads, and project information in company CRM systems.

• Maintain accurate records of customer communications, appointment details, and follow-up activities.

• Keep customer information organized, complete, and accessible to the team.

• Monitor outstanding inquiries and follow-up tasks to prevent missed opportunities.

Sales & Operations Coordination

• Work closely with sales, estimating, and operations teams on scheduling and customer communication.

• Communicate customer needs, project details, and appointment updates to the right team members.

• Coordinate customer callbacks and follow-up activities.

• Ensure a smooth handoff from first inquiry to scheduled inspection.

Problem-Solving & Customer Follow-Up

• Respond to customer concerns and help resolve issues promptly.

• Recognize situations that need additional support and escalate them appropriately.

• Follow up on unresolved customer requests and scheduling matters.

• Stay professional and detail-oriented while managing multiple customer interactions.

Qualifications

• Experience: Minimum 3–5 years of professional customer service experience required.

• Language: Fluency in spoken and written English required. Spanish fluency strongly preferred; it will be assessed during the phone interview.

• Industry Experience: Construction, roofing, home services, or other service-based business experience preferred.

• Communication: Excellent phone etiquette, written communication, and interpersonal skills.

• Organization: Able to manage multiple inquiries, appointments, and follow-ups at once.

• Technical Proficiency: Comfortable with computers, CRM platforms, email, scheduling systems, and office software.

• Attention to Detail: Accurately documents customer information and keeps organized records.

• Problem-Solving: Handles customer inquiries independently and knows when to escalate.

• Reliability: Professional, dependable, punctual, and team-oriented.

Physical Requirements

• Work on-site in a professional office environment.

• Sit or stand for extended periods while using a computer and telephone.

• Perform standard administrative and office duties.

Benefits

• Competitive hourly pay based on experience, plus eligibility for a performance-based bonus tied to outcomes.

• Opportunities for career growth and development within a growing company.

• Collaborative work environment with experienced sales and operations professionals.

• A team that values personal, professional, and financial growth.

Why Join Vision Roof Services?

• Join an established, family-owned roofing company serving Southern California since 1992.

• Be part of a growing organization expanding throughout Southern California.

• Opportunities for professional development and career advancement.

• A supportive, team-oriented environment where customer service and operational excellence are priorities.

• Make a direct impact on customer satisfaction and company growth.

About Vision Roof Services

Family-owned since 1992, Vision Roof Services provides commercial and residential roofing, spray foam roofing, roof coatings, repairs, and maintenance across Southern California, with offices in Orange County and Palm Desert. We are committed to quality work, responsive service, and helping our team members grow their careers.

How to Apply

Submit your resume and cover letter to connect@visionroof.net. Please highlight your customer service experience, any Spanish-language proficiency, and any relevant experience in construction or service-based industries.