Roofing customer service representative job description
Homeowners with storm damage or a leak reach the roofing customer service representative first. The CSR books free roof inspections, sends a crew to tarp active leaks, gives approved answers about insurance and deductibles, and tells sold customers when weather moves their install date.
By the HireBus team · Updated · Pay data: BLS, May 2025
Serve as the primary point of contact for customers in the roofing sector, ensuring seamless communication and outstanding service delivery. Schedule inspections, manage field calls, and resolve service inquiries with a focus on efficiency and customer satisfaction. Contribute to the overall success of operations by streamlining interactions between the field teams and customers.
2. Essential Duties and Responsibilities
Answer incoming calls and respond to customer inquiries regarding roofing services in a timely and professional manner.
Schedule and coordinate inspections with field teams, ensuring all appointments are accurately documented.
Resolve escalated service issues by providing effective solutions and follow-up communication with customers.
Maintain up-to-date records in the customer relationship management (CRM) system, adhering to company policies.
3. Key Tasks / Daily Activities
Field incoming calls and emails from potential and existing clients regarding roofing services.
Schedule daily inspections and coordinate with roofing teams for on-site visits.
Update and verify customer information and service requests in the CRM system.
Follow up with customers post-service to ensure satisfaction and address any concerns promptly.
High school diploma or equivalent; college coursework preferred.
Minimum of 1-2 years of customer service experience, ideally in the home services or roofing industry.
Strong communication and problem-solving skills with a customer-centric approach.
Proficient in using CRM systems and Microsoft Office applications.
6. Preferred Experience
Prior experience as a Customer Service Representative in the roofing, construction, or home services industry.
Experience handling scheduling and coordinating field operations.
Familiarity with common roofing terminology and service protocols.
Demonstrated ability to work in a fast-paced, customer-facing environment.
7. Physical Requirements
Ability to sit for extended periods while on the phone or at a computer workstation.
Occasional lifting of files or small items up to 20 pounds.
Minimal physical exertion required in a standard office environment.
May require occasional travel between office and designated field operation centers.
8. Work Environment and Schedule
Typical work hours: Monday through Friday, 8:00 AM to 5:00 PM.
Occasional extended hours during peak service periods or high-customer demand times.
Limited travel required between the office and field coordination points.
Minimal on-call duties, primarily during peak service emergencies.
9. Compensation and Benefits
Hourly wage range: $16 - $22 USD per hour, based on experience.
Performance-based bonus opportunities and commissions for successful service resolutions.
Comprehensive benefits package including Health, Dental, and Vision.
401(k) plan, paid time off, and other fringe benefits as applicable.
10. Company Culture and Overview
We foster a growth-oriented and inclusive work environment where every team member is valued.
Our company believes in empowering employees through continuous training and professional development.
We emphasize teamwork, open communication, and a commitment to customer satisfaction.
Join us to be part of a dynamic organization that values excellence and innovation.
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
Roofing calls come in waves. One hailstorm can bring weeks of them, and many callers want to talk about their insurance claim as much as their roof.
One storm fills the calendar for weeks
The day after a hailstorm, the phones can ring all day, and many homeowners call several roofers. The CSR books inspections in tight time slots, keeps a wait list, and returns every voicemail the same day. Tell callers the real wait, even when it is long. That keeps the calendar honest and the reps' days full.
A leak gets a tarp before a sales visit
A caller with a wet ceiling or a drip in the attic needs the roof covered, not an estimate next week. Texas's insurance regulator tells homeowners to keep damage from getting worse, such as by covering it with a tarp, and to keep receipts. The CSR books the emergency tarp, asks the caller to take photos, and makes sure the photos and the bill reach the rep. Source: Texas Department of Insurance: Steps to getting your insurance claim paid.
The deductible question has one answer
Some callers ask if you will cover their deductible, because a door knocker offered to. Under Texas law, offering to waive, rebate, or absorb it is illegal for a contractor. Colorado bars roofers from promising to pay or waive it, and Florida bars offering one as a reward for an inspection or a claim. Give the CSR one short, polite answer: the deductible is the homeowner's to pay. Then go back to booking the inspection. Source: Texas Department of Insurance: Roofing and insurance, know the law.
Callers check you out first
The FTC warns that unlicensed contractors and scammers often turn up after a disaster. It tells homeowners to confirm a contractor's license with their state or county, get a written contract, and walk away from anyone who wants cash up front. Expect callers to ask for your license number and how payment works, and give the CSR a clear answer for each. Source: FTC: How to avoid scams after weather emergencies and natural disasters.
Weather moves the install date
Crews don't tear off a roof in rain or high wind, so sold jobs slide. The CSR takes many of the "when is my crew coming" calls, plus questions about the dumpster, the shingle delivery, and nails in the driveway. A good CSR checks the production schedule and gives a real next date instead of a guess.
How much 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 plus overtime in storm weeks. Some companies add a bonus when booked inspections turn into signed jobs.
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
Stays calm and friendly when every line is lit after a storm
Asks the same intake questions every time: storm date, leaks inside, roof age, claim status
Sticks to the approved script on insurance and deductible questions
Notes complete enough that the rep arrives knowing the story
How a claim moves from filing to adjuster visit to approval
Your CRM, phone system, and inspection calendar
Which reps cover which parts of your service area
Your emergency tarp process and after-hours rules
The CSR's day runs in roofing software such as Roofr, AccuLynx, or JobNimbus, alongside the phone system and the reps' shared inspection calendar. Text reminders sent the day before an inspection cut down on empty houses when the rep pulls up.
Roofing customer service representative interview questions
They have their own page: 6 questions that test this job, what strong and weak answers sound like, and a work exercise to run with your finalists.
Reset the template's goals once you have a full storm season of call data. A storm week and a quiet week look nothing alike, so compare each CSR with the same kind of week.
First Call Resolution Rate
Calls closed out on the first try, with no transfer, call back, or second call from that homeowner inside a week, divided by all calls. Your phone system and CRM show the repeat callers.
Inspection Scheduling Accuracy
Share of booked inspections where the address, contact, and time were right and the homeowner expected the rep. Have reps flag every wrong or missed appointment in the CRM.
Customer Satisfaction Rating
Post-call survey scores, plus reviews that mention the office or the phones, sorted by CSR each month. Low ones usually point to a missed callback or a wrong arrival time.
Average Call Handling Time
Talk time plus wrap-up per call, as your phone system reports it, with storm weeks and normal weeks kept apart. Check it against first call resolution, because rushed storm calls tend to come back.
Career path
Receptionist or call center agentLearns phones, scheduling, and customer notes in any business.
Customer service representativeBooks inspections, sends tarp crews, and learns how roof claims work.
Rehash specialistMoves toward sales by working old quotes and claims that went quiet.
Office managerRuns the front office, the phone team, and job paperwork.
What does a roofing customer service representative do?
Most of the job is the phone: homeowners calling or filling in the website form, inspections to book, and each homeowner's file to keep current in the CRM. The CSR also sends tarp crews to leaks, confirms appointments, and checks in after the job. In the weeks after a big storm, booking inspections and updating the wait list fill the day.
How much does a 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 a roofing CSR answer insurance questions?
Only about your own process, such as what the inspection covers and when the rep can meet the adjuster. Florida law lets only a contractor licensed as a public adjuster interpret a homeowner's policy or advise on coverage. Texas bars a roofer from acting as the public adjuster on a claim for work it is doing. Send coverage questions to the homeowner's insurer or agent.
What should a roofing CSR ask when booking an inspection?
The address, the owner's name, and who will be home for the visit. Then the storm date, whether water is getting inside, how old the roof is, and how many stories the house has. Ask whether a claim is already filed and whether an adjuster visit is set. Gate codes, pets, and an HOA round out the notes.
How do you train a roofing CSR before storm season?
Use the slow months. Have new CSRs listen to recorded storm calls, then role-play the hard ones: an angry caller on day ten of the wait list, a leak at night, a deductible request. Teach the intake questions and the insurance script first. Shingle types and the parts of a roof can come later.
Who answers the phone after hours at a roofing company?
Many companies use an answering service, or an on-call phone that rotates among office staff in storm season, so leak calls reach someone at night. Decide which calls are emergencies and who can send a tarp crew after hours. Then decide what the CSR follows up on first thing in the morning.
Customer Service Representative in other industries
