Customer Intake Coordinator

Responsibilities

• Manage incoming calls, online inquiries, and customer messages, gathering essential intake information and scheduling them with an inspector to potentially become a customer
• Provide friendly, professional responses to homeowners contacting our company
• Help homeowners feel confident and supported from their very first interaction
• Schedule roof inspections and consultations
• Think through and coordinate calendars with outside sales representatives, i.e., travel distance and time from one appointment to another, allowing enough time
• Ensure appointments are organized and communicated clearly to both customers and the sales team
• Support the customer journey
• Provide timely updates and follow-up communication to homeowners
• Support customers through the early stages of their roofing project
• Answer questions and help guide homeowners through the next steps in the process
• Maintain organization and communication
• Keep CRM records and customer files accurate and up-to-date, re: the correct stage of the potential customer journey
• Make follow-up phone calls, send follow-up emails as needed, and in accordance with the sales pipelines
• Cook up internal communication between sales, production, and management
• Ensure important customer and project information is documented and shared across the team
• Support Office Operations
• Maintain office professionalism, organization, and workflow consistency
• Aid in administrative tasks that help keep operations running smoothly
• Contribute to a positive and supportive team environment

Qualifications

• Strong written and verbal communication skills
• 2+ years of inside sales, marketing, customer service, or CRM experience
• Ability to guide a potential customer through a telephone conversation to book an appointment
• Ability to follow a sales system and assigned tasks
• Close attention to detail and reliable follow-through
• Ability to multitask in a fast-paced environment
• Comfort using CRM systems, apps, and office software
• Positive, friendly attitude and strong customer empathy
• Coachable mindset with a willingness to learn
• In-person availability (typical office hours are 8:00 AM-5:00 PM)