A Customer Service Supervisor supervises staff that provide customer service for a company. Assists staff as needed, or deals directly with customers. Implements policies with regard to company products or services. Answers questions, resolves problems and complaints and approves refunds or exchanges for customers.
Join our growing Straight Line Roofing & Construction Team! Estimate Coordinator (Office Administrative / Call Center) This office-based role is responsible for answering and directing customer calls, scheduling estimate appointments, maintaining calendars, entering accurate customer information, and supporting communication between customers and the sales team. The ideal candidate is professional, detail-oriented, organized, and comfortable working in a fast-paced call center and administrative environment.
Classification:
Full-Time, Non-Exempt Pay Range:
$23.00 -$30.00 per hour, depending on experience (DOE)
Location:
Concord, CA — On-site position; remote work is not available for this role.
RESPONSIBILITIES
Provide professional, friendly, and knowledgeable customer service by phone and through office communications. Answer inbound calls, follow approved call scripts, gather accurate customer information, and schedule estimate appointments. Coordinate appointment schedules, customer follow-up, and communication between customers and the sales team. Maintain accurate schedules, calendars, customer records, and follow-up notes using CRM software such as Service Titan, Captivated, CompanyCam, and other office systems. Create, update, and organize office documents using Microsoft Word, Excel, Outlook, and other administrative tools. Answer, screen, transfer, and direct calls using a multi-line phone system to ensure callers reach the appropriate personnel. Perform general office duties as assigned.
QUALIFICATIONS
Have scheduling experience in an office, administrative, dispatch, or call center environment. Be able to multitask, prioritize calls and administrative requests, and stay organized throughout the day. Have residential construction knowledge or experience; roofing industry experience is a plus. Know how to operate a telephone system, answer and screen calls professionally, transfer calls, and direct callers to the appropriate personnel. Type a minimum of 55 WPM. Have strong verbal and written communication skills. Be self-motivated, with a positive attitude and strong work ethic. Be willing to learn and consistently follow the Straight Line Way, including approved call scripts and customer communication standards. Work effectively in a fast-paced office and call center environment while meeting critical deadlines. Be proficient in all MS Office programs, especially Outlook, Word, and Excel. Have knowledge of CRM software, preferably Service Titan, with the ability to enter customer information, update schedules, document follow-up notes, and support dispatch or office coordination. Maintain a professional appearance and help present a positive company image to the public. Be a dependable team player. Apply Today and Join Our Growing Team! Help us continue to deliver exceptional service and Create Raving Fans. If you have questions about the position, please call our HR Manager at (530) 672-9995.
Job Type:
Full-time Pay:
$23.00 - $30.00 per hour
Benefits:
401(k) 401(k) matching Dental insurance Health insurance Life insurance Paid time off Retirement plan Vision insurance
