At Spotlight Roofing, we pride ourselves on delivering premier residential and commercial roofing solutions across the San Francisco Bay Area. Built on integrity, quality craftsmanship, and exceptional customer service, our mission is to make home improvement seamless and stress-free for our clients. We are looking for a dedicated, high-energy Customer Care Specialist to join our team in Walnut Creek and serve as the voice of our brand.
Position Overview
As a Customer Care Specialist, you will be the first point of contact for homeowners and property managers seeking roof repairs, replacements, and inspections. You will bridge the gap between our clients, sales estimators, and project managers—ensuring fast response times, clear communication, and an outstanding customer experience from start to finish.
Key Responsibilities
Customer Interaction: Handle incoming calls, emails, and web inquiries with warmth, professionalism, and promptness.
Scheduling & Coordination: Schedule free initial roof inspections, estimate visits, and project follow-ups for our field representatives.
Project Support: Communicate job timelines, weather-related delays, and material updates to clients throughout their project.
CRM Management: Accurate entering and tracking of lead information, customer notes, and project status in our CRM database.
Issue Resolution: Proactively resolve customer concerns or questions regarding quotes, scheduling, or service warranties with empathy and efficiency.
Follow-up: Conduct post-service check-ins to ensure complete customer satisfaction and collect feedback/reviews.
Key Qualifications
Experience: 2+ years of experience in customer service, call center operations, or office administration (experience in construction, roofing, or trades is a major plus!).
Communication: Exceptional verbal and written English communication skills; bilingual (English/Spanish) is highly desirable.
Tech-Savvy: Comfortable navigating CRM software, digital calendars, Google Workspace, and Microsoft Office.
Problem-Solver: Calm under pressure, detail-oriented, and able to prioritize tasks in a fast-paced environment.
Local Knowledge: Familiarity with Walnut Creek, Contra Costa County, and surrounding East Bay communities is preferred.