Customer Service Representative- Estimating and Technical Services

About the role

We’re looking for a Customer Service Representative – Estimating & Technical Services to join our team and support our contractor network by providing estimating, quoting, technical assistance, and customer service support. In this role, you’ll work closely with customers and internal teams to develop roofing estimates, answer technical questions, process quotes and orders, and ensure timely completion of projects. Your attention to detail, technical aptitude, and commitment to customer service will help drive successful project outcomes and strengthen customer relationships.

Responsibilities

• Estimating, Quoting & Order Processing (60%)
  • Estimate pricing and roof layouts for roofing details.
  • Create and enter customer quotes and orders into company systems.
  • Complete assigned estimating projects, including quoting, wind calculations, and roof design support.
  • Interpret specifications and project requirements to develop accurate estimates.
  • Perform data entry of projects onto task boards and related systems.
  • Maintain accuracy and completeness of project and order information.
• Technical Support & Customer Service (30%)
  • Answer technical questions regarding product specifications and installation requirements.
  • Provide follow-up support and ongoing service to contractor customers.
  • Respond to customer inquiries in a timely and professional manner.
  • Handle high volumes of incoming phone calls while maintaining excellent customer service.
  • Represent the company professionally in all interactions with customers, employees, and the public.
• Project Coordination & Support (5%)
  • Aid with project-related calculations, designs, and documentation.
  • Collaborate with internal departments to support customer and project needs.
  • Support continuous improvement of estimating and technical service processes.
• Additional Responsibilities (5%)
  • Maintain accurate records and documentation.
  • Assist with departmental administrative tasks as needed.
  • Perform other duties and special projects assigned by management.

Requirements

• Minimum 2-year associates degree or relevant experience.
• Estimating experience a plus.
• Experience with SolidWorks, EDGE Estimating, and/or AutoCAD software preferred.
• Ability to interpret technical specifications and project requirements.
• Strong written and verbal communication skills.
• Ability to manage back-to-back customer calls professionally and efficiently.
• Proficiency in Microsoft Office Suite.
• Strong time management, organizational, and multitasking skills.
• Ability to handle multiple priorities and meet deadlines in a fast-paced environment.
• Detail-oriented with strong problem-solving skills.
• Positive, team-oriented attitude and commitment to customer service excellence.

Qualifications

• High school diploma or equivalent.
• Valid driver’s license.

Skills

• Excellent communication skills.
• Attention to detail.
• Technical aptitude.
• Time management and organization skills.
• Problem-solving abilities.

Benefits

• Competitive salary & Bonus Incentive.
• Retirement Savings: Choose from 401(k) pre-tax and/or Roth after-tax savings.
• Medical, Dental, Vision, Disability and Life Insurance.
• Holistic Health & Well-being programs.
• Health Savings Accounts (HSA) & Flexible Spending Accounts (FSA).
• Paid time off including 12 paid holidays.
• Paid Parental Leave (maternity & paternity).
• Education Assistance Program.