EA/Customer Support - 19803

Full-Time | Remote
Schedule: Tuesday to Saturday, 12:00 PM to 8:30 PM Pacific Time (Canada)
Hours: 40+ hours per week
Compensation: Competitive salary based on experience and qualifications, with potential performance bonuses

We are a growing Canadian roofing company based in British Columbia, Canada, helping homeowners with:

• Roof inspections
• Roof repairs
• Roof replacements
• Roof rejuvenation services

The company is built on exceptional customer service, honest advice, professionalism, and a smooth customer experience from the first phone call through project completion.

We are looking for a reliable, organized, and customer-focused Client Intake Coordinator to join the team long term. This is not a temporary position. We are looking for someone who wants to grow with the company and become a trusted part of the team.

The Client Intake Coordinator will be the first point of contact for many customers and leads. This person will be responsible for answering calls, responding to inquiries, booking appointments, following up with leads, updating the CRM, and making sure no customer or opportunity is left without a response.

This role is ideal for someone who is:

• Highly organized
• Detail-oriented
• Professional on the phone
• Customer-focused
• Comfortable managing multiple customer conversations at the same time
• Able to work independently and take ownership of follow-ups

The right candidate will help create a positive first impression, support the sales and production teams, and keep customer information accurate and organized.

• →Answer inbound phone calls professionally and confidently.
• →Respond to customer text messages and emails in a timely manner.
• →Book roof inspections, service calls, and appointments.
• →Follow up with missed calls, new leads, and pending customer inquiries.
• →Enter, update, and maintain accurate customer information in the CRM.
• →Move jobs and leads through the appropriate workflow stages.
• →Confirm upcoming appointments with customers.
• →Maintain detailed notes and records for each customer interaction.
• →Assist with customer service inquiries and provide clear, helpful communication.
• →Support the sales and production teams with scheduling, updates, and customer coordination.
• →Ensure no lead is forgotten or left without a response.
• →Help maintain an organized and efficient customer intake process.

• Excellent written and spoken English.
• Neutral, clear, and professional phone voice.
• Strong customer service skills.
• Stable high-speed internet connection.
• Quiet work environment.
• Reliable computer and headset.
• Strong attention to detail.
• Ability to multitask and stay organized.
• Comfortable learning new software and systems.
• Ability to work independently and take ownership of responsibilities.
• Reliable, punctual, and consistent.

Experience with any of the following is considered a plus:

• CRM software
• Call center support
• Appointment scheduling
• Customer service
• Sales support
• Roofing, construction, home services, trades, or similar industries
• GoHighLevel
• HubSpot
• Jobber
• ServiceTitan
• Roofer CRM or similar platforms

The successful candidate will:

• Answer calls professionally, confidently, and with a customer-first mindset.
• Respond quickly to new leads and missed calls.
• Maintain accurate and organized CRM records.
• Create a positive and professional customer experience.
• Help the team stay organized and informed.
• Take ownership of follow-ups and daily responsibilities.
• Keep appointments and customer information updated.
• Look for ways to improve processes and communication.
• Support company growth by helping convert leads into booked appointments.

To be considered, applicants must include:

• A short introduction about themselves.
• An updated resume.
• A screenshot of their internet speed test.

Bonus: Applicants are encouraged to share an example of a time they successfully handled an upset customer.