Commercial roofing customer service representative job description
A commercial roofing customer service representative takes leak calls and service requests from property managers, facility teams and building owners, then books inspections and repairs. They collect roof access details and warranty facts so the crew that shows up can get on the roof and fix the right problem.
By the HireBus team · Updated · Pay data: BLS, May 2025
Roofing - Commercial - Customer Service Representative
Company Name:
[INSERT COMPANY NAME HERE]
Department:
Operations
Reports to:
[Office Manager]
Location:
[INSERT LOCATION HERE]
1. Position Summary
Serve as the primary point of contact for commercial roofing clients, ensuring efficient scheduling, clear communication, and superior customer service.
2. Essential Duties and Responsibilities
Answer incoming calls and respond to customer inquiries with professionalism and accuracy.
Schedule inspections and coordinate service appointments for our commercial roofing projects.
Maintain up-to-date customer records and documentation in our CRM system.
Provide clear information regarding roofing services, project timelines, and maintenance procedures.
Collaborate with field teams to ensure smooth transitions from scheduling to on-site service delivery.
3. Key Tasks / Daily Activities
Field inbound calls and emails from current and prospective customers regarding service needs.
Schedule and confirm inspection appointments while verifying client information for accuracy.
Address service inquiries and provide prompt follow-ups on scheduling changes and confirmations.
Update service status in the scheduling system to keep all teams informed of appointment statuses.
Work closely with operations personnel to resolve any scheduling conflicts or service issues.
High School Diploma or equivalent; Associate’s Degree preferred.
Minimum of 1 year experience in a customer service role.
Excellent verbal and written communication skills with strong attention to detail.
Proficiency in Microsoft Office and familiarity with scheduling or CRM software.
6. Preferred Experience
Previous experience in the commercial roofing or home services industry.
Knowledge of CRM systems and appointment scheduling platforms.
Proven track record in high-volume call centers or customer support environments.
Experience handling inquiries and complaints in a fast-paced service setting.
7. Physical Requirements
Ability to sit for extended periods during office hours.
Occasional lifting of files or small equipment up to 10 lbs.
Primarily office-based work in a comfortable indoor environment.
Occasional visits to job sites may require local travel.
8. Work Environment and Schedule
Standard office hours from 8:00 AM to 5:00 PM local time.
Minimal travel required within the designated service area.
Possibility of overtime during peak service periods.
Potential on-call responsibilities to address urgent customer inquiries as needed.
9. Compensation and Benefits
Hourly wage range: $16 - $20 per hour depending on experience.
Eligibility for performance bonuses based on customer satisfaction metrics.
Comprehensive benefits including Health, Dental, and Vision insurance.
401(k) plan with company matching, paid time off, and additional fringe benefits.
10. Company Culture and Overview
We foster a collaborative and dynamic work environment that values innovation and continuous improvement.
Our company is committed to supporting employee growth and professional development.
We celebrate a culture of teamwork, integrity, and customer-first service.
Join our dedicated team where your contributions are valued and your career advancement is our priority.
11. How to Apply
If you meet the above criteria and want to be part of a growth-oriented company focused on customer satisfaction, please send your resume to [INSERT EMAIL HERE] or apply online at [INSERT WEBSITE LINK HERE].
Need help filling this role? HireBus posts the ad, Iris interviews every applicant by phone before you do, and you decide who to hire. Start hiring now
What makes customer service different at a commercial roofer
Callers seldom own the building. Most are a property manager, a school's maintenance lead or a store manager, and the roof may carry a maker's warranty with rules of its own.
Warranty roofs come with a notice deadline
Many commercial roofs carry a membrane maker's warranty with its own claim steps. Johns Manville's sample material warranty, for example, asks the owner to report a leak blamed on a manufacturing defect by certified mail within thirty days of finding it. Ask every leak caller whether the roof is under warranty, log the date the leak was first seen, and flag the call for the project manager. Source: Johns Manville: sample limited material warranty (RS-2357).
Another trade's work can affect coverage
The same sample warranty excludes repairs, alterations or new installations to the membrane or base flashings after the roof is finished, unless the maker approved them in writing first. So ask whether anyone else has worked on the roof lately, such as a mechanical contractor setting a new unit or a solar installer. Note it on the ticket so the tech and the project manager know before anyone cuts in a patch. Source: Johns Manville: sample limited material warranty (RS-2357).
NRCA advises a roof check twice a year
NRCA keeps its long-standing advice that roof systems be inspected, with any needed repairs made, twice a year, and says more visits may be needed after severe weather. A CSR who keeps the list of maintenance customers can book those visits weeks ahead and call each one after a hailstorm or high winds. Source: Professional Roofing (NRCA): Maintaining compliance, February 2024.
Getting onto the roof takes planning
A commercial roof often sits behind a locked hatch, an interior ladder or a mechanical room. Before booking, get the access point, who holds the key, whether the tech needs an escort or a badge, the hours the building is open, and the name and cell number of the person meeting the crew. A missing key can waste a whole service trip.
Get the work order number first
Many property managers and store chains send a work order or purchase order with a spending limit before any repair. Get that number, the limit, and the name of who can approve more before the truck leaves the yard. Without it, the invoice can sit unpaid in the customer's system for months.
How much commercial roofing customer service representatives make
Customer service representatives who work for roofing contractors earned a median of $22.58 an hour ($46,960 a year) in May 2025, according to the Bureau of Labor Statistics. That’s above the $44,770 median for customer service representatives in all industries. About 720 of the 2,595,750 customer service representatives in that survey work for roofing contractors.
Usually hourly, with the template's bonus tied to customer satisfaction. Its starting wage is under the lower band BLS shows for customer service reps at roofing contractors, so seasoned applicants may want more.
Roofing contractors
$46,960$46,960 median Middle half $39,970–$55,630 10th–90th $36,390–$67,430
All industries
$44,770$44,770 median Middle half $36,870–$51,780 10th–90th $31,750–$63,590
$20k$30k$40k$50k$60k$70k$80k
10th–90th percentileMiddle halfMedianAnnual pay, May 2025. Source: BLS Occupational Employment and Wage Statistics.
Annual pay by percentile
Group
10th
25th
Median
75th
90th
Roofing contractors
$36,390
$39,970
$46,960
$55,630
$67,430
All industries
$31,750
$36,870
$44,770
$51,780
$63,590
BLS reports residential and commercial roofing contractors together. Post a real range for your market in the ad.
The pay line in the template above is an example from our Role Blueprint. Set yours from these figures and what local companies pay.
Skills to hire for, and what you can teach
Hire for these
Types accurate notes during the call, not after
Calm with a facility manager watching water drip onto stock
Keeps a full inspection calendar straight across many buildings
Writes short confirmation emails with date, time and access details
At least a year of customer service work
Teach these on the job
Roof system names such as TPO, EPDM, mod bit and built-up
How to look up a roof's warranty in your files
Work order portals your customers use
Which calls go to service and which go to estimating
Your service area and crew coverage
The job runs on your CRM and scheduling system plus the work order portals large property managers and retail chains use, such as ServiceChannel or Corrigo. Name them in the ad, since portal experience cuts training time.
Commercial roofing customer service representative interview questions
Two of the 6 questions we'd ask, and what a strong answer sounds like. Ask every candidate the same questions, and rate each answer on your own before you compare notes.
Situational · Handling an urgent warranty leak
A facility manager calls: water is dripping onto a server rack, and the roof is under your warranty. What do you do on the call?
A strong answer: Treats it as urgent, advises keeping people away from wet electrical equipment, gets the exact location, roof access details and an on-site contact, dispatches service and gives an honest arrival time.
Behavioral · Juggling urgent requests
Tell me about a time several building managers needed you at once, such as two active leaks and a quote due that day. How did you decide who came first?
A strong answer: Clear priorities such as safety, damage and contract commitments, and how they kept everyone updated.
Commercial roofing customer service representative KPIs
Treat the template's numbers as examples. Measure a normal month and a storm month from your own phone and scheduling records first, then set targets for each.
Call Response Rate
From the phone system, count calls answered live plus voicemails returned the same day, divided by all calls received during office hours. Review after-hours voicemails separately.
Inspection Scheduling Accuracy
Check each booked inspection against what happened: did the inspector reach the right building on the confirmed day and time with access arranged? Record every miss and its cause.
Customer Satisfaction Rating
Send a short survey after each repair or inspection to the person who called it in, and go over low scores with the CSR and the crew lead together.
First-Contact Resolution Rate
Mark each CRM call record as closed on first contact, such as a booking or a status answer, or as needing a callback or handoff. Compare the two counts monthly.
Career path
Property management assistantHandles tenant requests and work orders for a building owner.
Customer service representativeBooks leak calls, inspections and maintenance visits for the roofing company.
DispatcherAssigns crews and trucks across service calls and projects.
Office managerLeads the office staff and oversees billing.
Commercial roofing customer service representative FAQ
Which details help the service crew on a commercial leak call?
Where the water shows inside, down to the room, aisle or ceiling grid; when it started; whether it leaks in every rain or only in wind-driven storms; and what sits underneath, such as servers or stock. Ask for photos of the stain and the drip. Get a site contact who will be there. With that, the tech can often walk straight to the likely spot on the roof.
How much does a commercial roofing customer service representative make?
Customer service representatives who work for roofing contractors earned a median of $22.58 an hour ($46,960 a year) in May 2025, according to the Bureau of Labor Statistics. The middle half earned between $39,970 and $55,630 a year. Pay also depends on your local market, experience and overtime.
Can the CSR tell a building owner whether a leak is covered by warranty?
No. The CSR records the facts, the date and the warranty number, then passes the call to the project manager. Whether a leak is the maker's problem, the installer's workmanship, or damage from another trade gets decided after someone looks at the roof. Promising coverage on the phone sets up an argument later.
A tenant, not the owner, calls about a leak. Who approves the visit?
Take the details, then confirm who will approve and pay for the visit. In strip centers and office buildings, the lease may make the landlord or the tenant responsible for roof repairs. Call the property manager listed on the account before you book, and note the name of whoever approves the work.
What lifting or site work does a commercial roofing CSR do?
Very little. Now and then the CSR may carry a box of files, a sample case or a tablet weighing up to 10 pounds, or drive to a building to meet a property manager or drop off paperwork. Climbing onto roofs stays with the crews. List them in the ad so people can decide if the job fits.
Customer Service Representative in other industries
