CUSTOMER SERVICE REP (CSR)

Job Title: Customer Service Representative (CSR)
Employment Type: Full-Time
Location: Palm Desert, CA
Compensation: $22–$25/hour (Based on Experience)

Job Description:

Vision Roof Services is looking for an experienced, bilingual Customer Service Representative (CSR) to join our growing team in Palm Desert, CA. This role is responsible for managing incoming customer inquiries, scheduling roof inspections, coordinating appointments, and providing exceptional customer service throughout the customer journey.

The ideal candidate has at least 3–5 years of customer service experience, excellent 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 ensuring 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 both English and Spanish.

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

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

• Maintain a positive and helpful customer experience throughout every interaction.

Lead Management & Appointment Scheduling

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

• Qualify prospective customers and collect necessary 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.

• Ensure customer information is organized, complete, and accessible to relevant team members.

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

Sales & Operations Coordination

• Work closely with sales, estimating, and operations teams to support efficient scheduling and customer communication.

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

• Assist with coordinating customer callbacks and follow-up activities.

• Help ensure a smooth transition from initial customer inquiry to scheduled inspection.

Problem-Solving & Customer Follow-Up

• Respond to customer concerns and help resolve issues in a timely manner.

• Identify situations requiring additional support and escalate them to the appropriate team member.

• Follow up on unresolved customer requests and scheduling matters.

• Maintain professionalism and attention to detail while managing multiple customer interactions.

Qualifications:

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

• Bilingual: Fluency in English and Spanish required, with strong verbal communication skills in both languages.

• Industry Experience: Previous experience in construction, roofing, home services, or other service-based businesses preferred.

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

• Organizational Skills: Ability to manage multiple customer inquiries, appointments, and follow-up responsibilities.

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

• Attention to Detail: Ability to accurately document customer information and maintain organized records.

• Problem-Solving: Ability to independently address customer inquiries and recognize when issues require escalation.

• Reliability: Professional, dependable, punctual, and comfortable working in a team-oriented environment.

Physical Requirements:

• Ability to work onsite in a professional office environment.

• Ability to sit or stand for extended periods while using a computer and telephone.

• Ability to perform standard administrative and office duties.

Benefits:

• Competitive hourly pay based on experience.

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

• Collaborative work environment with experienced sales and operations professionals.

• Work with a team that values personal, professional, and financial growth while contributing to Vision's continued expansion.

Why Join Vision Roof Services?

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

• Become part of a growing organization with expanding operations throughout Southern California.

• Opportunity for professional development and career advancement.

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

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

Company Summary:

Vision Roof Services is transforming the roofing industry by setting new standards of excellence, innovation, and customer satisfaction. We are dedicated to providing top-quality roofing solutions while offering our team members opportunities to grow and advance in their careers. Join us and become part of a company that is committed to success, one roof at a time.

Application Process:

Qualified applicants are invited to submit their resume and cover letter to connect@visionroof.net. Please highlight your customer service experience, bilingual English/Spanish proficiency, and any relevant experience in construction or service-based industries.

Start your journey with Vision Roof Services and help us shape the future of roofing!

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