Customer & Sales Success Specialist

Reports To:

Division President

Created:
March 2026 | Last Updated:
March 2026

Provides professional and friendly customer service to homeowners, ensuring a smooth scheduling and communication process. Acts as the first point of contact for inquiries, manages appointments, and supports office operations to maintain a positive customer experience. Internally, provides administrative and operational support to the sales team and ensures accurate job documentation, coordinates communication between sales, production, and customers, and helps move projects smoothly from sale to installation.

A key role in maintaining organized job records, supporting customer service, and ensuring timely processing of projects.

• Answer incoming phone calls, emails, and website inquiries promptly.
• Schedule appointments and coordinate calendars for sales and service teams.
• Assist sales representatives with documentation needed for customer presentations and agreements.
• Enter customer data into CRM and maintain accurate records.
• Respond to customer questions or concerns with professionalism and empathy.
• Provide general office support, including document preparation and filing.
• Assist Sales with special projects or process improvements.

• Proficiency with phone systems and call management software.
• Experience using CRM tools for customer data and scheduling.
• Strong skills in organization, communication, multi-tasking, and attention to details.
• Familiarity with Microsoft Office (Word, Excel, Outlook).
• Ability to manage multiple communication channels (phone, email, web).
• Strong written and verbal communication skills.
• Strong at tracking projects, communicating updates and managing documentation for the customer, the sales team, and the company.

• Integrity & Accountability – Ensures accuracy in data entry and follows through on customer commitments.
• Collaboration & Teamwork – Supports sales, service, and operations staff.
• Customer Focus – Provides professional, courteous, and timely customer support.
• Communication – Clearly and effectively conveys information to customers and team members.
• Organization – Manages schedules, records, and tasks efficiently.
• Attention to Detail – Maintains accuracy in scheduling, documentation, and customer data.

• Professionalism – Maintains a respectful and helpful demeanor with customers and colleagues.
• Dependability – Consistently meets deadlines and follows through on commitments.
• Adaptability – Adjusts to changing schedules, customer needs, and priorities.
• Initiative – Proactively looks for ways to improve customer service or office efficiency.
• Positive Attitude – Contributes to a supportive and customer-focused environment.

• High school diploma or GED required; associate’s degree preferred.
• Prior experience in customer service, call center, or administrative roles preferred.
• Roofing or construction industry exposure helpful but not required.
• On-the-job training provided for roofing terminology and internal systems.

• Office-based role with extended periods at a desk, phone, and computer.

This job description provides a summary of key responsibilities and qualifications. It is not intended to cover every duty or responsibility and may be updated as business needs evolve.