Customer Intake Coordinator

Job Description

Please note: this is an in-office position in our Mifflinburg, PA, location.

We’re growing fast, and our Residential Roofing division is adding a Customer Intake Coordinator to manage potential customer/client relationships and deliver exceptional customer service.

This role is the first point of contact for homeowners and serves as the anchor between our customers and internal teams , ensuring information flows smoothly between sales, production, and field crews while homeowners feel informed and supported through the process.

This is a hands-on, fast-paced position with a strong focus on booking first appointments with callers who are potential customers, having inspectors come to their home, and, in turn, becoming new customers.

You then help plan, schedule, and coordinate customer communication, and ensure proper documentation. You’ll help keep projects organized, ensure appointments and timelines stay on track, and help create a smooth customer journey from the first phone call through the early stages of installation through the complete customer journey.

You’ll help guide the customer experience with clarity, organization, and professionalism while embodying our company’s core values:

• Whatever it Takes: We are tenacious about fulfilling our promise to provide complete customer satisfaction.
• Always Professional : Through continuous growth and development, we improve our ability to serve clients and grow to become leaders in our industry.
• Think and Act Win-Win : Doing business with or working for Equity Roofing propels all parties forward.
• Focus on the Install : Our installers are athletes and the key to our success.

If you're decisive, detail-oriented, and enjoy supporting both customers and teams, this role may be for you!

Total Compensation : $50,000 - $90,000; $32,000 base pay plus potential of up to $9,000 per month in commission .

$50,000 - $90,000 total compensation with base + bonus potential

What You’ll Get to See

• The full customer journey of a fast-growing roofing company
• How homeowners move from their initial inquiry call through scheduling and early project preparation
• Collaboration between sales, production, and office teams working to deliver great service
• How strong communication and organization directly impact homeowner satisfaction
• Opportunities to improve processes that make the customer experience smoother and more efficient

What You’ll Get to Do

Be the First Point of Contact for Homeowners

• Manage incoming calls, online inquiries, and customer messages, gathering essential intake information and scheduling them with an inspector to potentially become a customer
• Provide friendly, professional responses to homeowners contacting our company
• Help homeowners feel confident and supported from their very first interaction

Coordinate Scheduling and Appointments

• Schedule roof inspections and consultations
• Think through and coordinate calendars with outside sales representatives, i.e., travel distance and time from one appointment to another, allowing enough time
• Ensure appointments are organized and communicated clearly to both customers and the sales team

Support the Customer Journey

• Provide timely updates and follow-up communication to homeowners
• Support customers through the early stages of their roofing project
• Answer questions and help guide homeowners through the next steps in the process

Maintain Organization and Communication

• Keep CRM records and customer files accurate and up-to-date, re: the correct stage of the potential customer journey
• Make follow-up phone calls, send follow-up emails as needed, and in accordance with the sales pipelines
• Coordinate internal communication between sales, production, and management
• Ensure important customer and project information is documented and shared across the team

Support Office Operations

• Maintain office professionalism, organization, and workflow consistency
• Assist with administrative tasks that help keep operations running smoothly
• Contribute to a positive and supportive team environment

What You’ll Experience

• A fast-paced environment where organization and communication are essential
• Daily interaction with homeowners, sales representatives, and internal teams
• Training and support on handling potential new customer intakes using structured processes and scripts to help you succeed in the role
• A company that values professionalism, customer service, and teamwork
• Opportunities to improve systems and enhance the overall customer experience 
• A role where your work directly impacts homeowner satisfaction and project success 

• Strong written and verbal communication skills
• 2+ years of inside sales, marketing, customer service, or CRM experience
• Ability to guide a potential customer through a telephone conversation to book an appointment
• Ability to follow a sales system and assigned tasks
• Close attention to detail and reliable follow-through
• Ability to multitask in a fast-paced environment
• Comfort using CRM systems, apps, and office software
• Positive, friendly attitude and strong customer empathy
• Coachable mindset with a willingness to learn
• In-person availability (typical office hours are 8:00 AM-5:00 PM) 

Equity Roofing is a five-star roofing company dedicated to building value through long-lasting, exterior home solutions. Our services include: roof repairs, roof replacement, metal roofing, siding, and seamless gutters. Our workmanship guarantee backs every job!

We are Platinum Preferred Contractors with Owens Corning, proudly serving Central Pennsylvania and Northern Indiana.

The core values we live by daily are:

• Whatever it Takes: We are tenacious about fulfilling our promise to provide complete customer satisfaction.
• Always Professional : Through continuous growth and development, we improve our ability to serve clients and grow to become leaders in our industry.
• Think and Act Win-Win : Doing business with or working for Equity Roofing propels all parties forward.
• Focus on the Install : Our installers are athletes and the key to our success.