Office & Customer Service Manager

About Connell Roofing

Connell Roofing is a third-generation, family-owned company serving homeowners since 1956. We specialize in roofing and exterior remodeling and take pride in delivering quality workmanship and a professional customer experience.

We’re looking for an organized, dependable Office & Customer Service Manager to lead our front office, support our customer service team, and keep daily administrative operations running smoothly.

This is a hands-on leadership role. You’ll answer calls, schedule appointments, assist customers, and manage paperwork while also coordinating office priorities, training team members, and making sure follow-through happens.

What you’ll do

Lead customer service and front-office operations

• Serve as the lead point of contact for the customer service team, providing daily direction, training, and support.
• Coordinate office coverage and daily priorities so calls, customer requests, and administrative tasks are handled promptly.
• Set a professional, friendly standard for customer interactions by phone, email, and in person.
• Help resolve customer concerns and bring issues to the appropriate manager when needed.
• Identify recurring problems and recommend practical improvements to office procedures.

Manage customer inquiries and appointment scheduling

• Answer incoming calls and respond to voicemails, emails, and website inquiries.
• Gather accurate customer information and ask questions to understand the work requested.
• Schedule and confirm sales and service appointments according to company procedures.
• Follow up on missed calls and outstanding inquiries so potential customers receive a timely response.
• Maintain complete, accurate customer records and communication notes in JobNimbus.
• Coordinate with sales, service, and production to keep customers informed and requests moving forward.

Keep job paperwork organized and complete

• Review sold-job files for signed agreements, required deposits, product selections, and other necessary information before handing them to production.
• Prepare preconstruction documents and support a clear handoff between sales and production.
• Coordinate permit applications, inspection requests, and warranty registrations.
• Process customer payments accurately and coordinate deposits and supporting records.
• Track outstanding documents and administrative tasks through completion.
• Coordinate customer thank-you cards, review requests, and referral acknowledgments.

Keep the office running smoothly

• Maintain organized files, office supplies, mail, and a welcoming office environment.
• Support company leadership with administrative coordination and follow-up.
• Help maintain clear procedures and accountability across the front office.
• Anticipate issues, communicate early, and take ownership of resolving them.

What we’re looking for

• Previous experience in customer service, office administration, scheduling, or a similar role.
• Experience leading, training, or coordinating others.
• Strong phone skills and clear, professional written communication.
• Excellent organization, attention to detail, and follow-through.
• Ability to manage competing priorities in a busy office without losing track of customer needs.
• Good judgment when handling customer concerns and confidential information.
• Strong computer skills and comfort learning new software.
• A dependable, proactive approach—you notice what needs attention and take action.

Experience in roofing, construction, remodeling, or another home-service business is preferred. Familiarity with JobNimbus or another CRM is a plus. We can teach our industry and systems; we’re looking for someone who brings strong customer service skills, initiative, and accountability.

What success looks like

Customers receive prompt, professional responses. Appointments are scheduled accurately. Job files are complete before moving to production. The customer service team understands its priorities, and outstanding tasks are followed through to completion.

Benefits

• 401(k)
• Employee assistance program
• Health Insurance
• Dental Insurance
• Life Insurance

Apply

Submit your resume and a brief note describing your customer service, office management, or team leadership experience and why you would be a good fit for Connell Roofing.

“Quality and professionalism every SHINGLE time.”

Pay: $56,160.00 - $66,560.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Work Location: In person