Service Operations Coordinator

Mast Roofing & Construction in Oley, PA is seeking a full-time Service Operations Coordinator to keep our phones, appointment schedules, dispatch activities, and service administration running accurately and efficiently. This is a Client Care Representative position with substantial responsibility for coordinating the work behind every client interaction and helping turn incoming opportunities into completed, profitable work.

Answering a high volume of incoming calls is a central part of this role. Success also requires active thinking, independent judgment, and timely decisions. You will move between live calls, scheduling changes, technician needs, payments, and detailed administrative work throughout the day. We are looking for someone who takes initiative, anticipates problems, and follows through without waiting for repeated direction.

Annual earning potential is $45,000-$65,000, with a starting base of $22/hour+, DOE (depending on experience), plus performance incentives and bonus opportunities. Benefits include personalized training, paid holidays including your birthday, paid time off (PTO), medical, dental, and vision insurance plans, and an IRA retirement plan with a 100% company match up to 3%.

Are you quick-thinking, highly organized, and accurate under pressure? Can you listen closely, ask the right questions, and enter information directly into a computer system while keeping a conversation moving? If you enjoy solving scheduling problems, managing competing priorities, and taking ownership of results, we would like to meet you.

We are a faith-based, family-run, full-service residential and light commercial roofing and construction company. For over 28 years, we have built our reputation by caring for our clients and delivering quality workmanship through expert training, technology, and industry experience.

Our mission is simple:
To honor God by serving those around us with excellence. Our Core Values - W.I.S.E.

- guide how we work:
Work Hard, With Integrity, Serving Others, and With Excellence. We value our employees and their families and encourage personal growth, skill development, and a positive, professional culture of ownership and accountability.

You help set the pace for the day. You answer calls, identify client needs, book appointments, and keep the CRM current as conversations happen. You coordinate with sales and production, adjust schedules as priorities change, and help technicians arrive prepared. Between calls, you prepare production folders, process payments, track appointment outcomes, and make sure the next person has the information needed to do the job well.

• Handle a high volume of incoming calls with professionalism, urgency, and accuracy. Work toward answering 98% of calls by the third ring and use a headset throughout the work shift to support efficient call handling.
• Maintain a minimum 80% booking ratio by using approved scripts, asking effective questions, explaining the value of our services, and addressing objections confidently and respectfully.
• Listen and type client information directly into the CRM during live conversations, without relying on handwritten notes for later entry. Capture contact details, service needs, commitments, and next steps completely and accurately.
• Respond to online quote requests within 5 minutes of submission, return client calls within 5 minutes, and respond to emails, texts, and calls daily in accordance with company procedures.
• Schedule repair and replacement appointments, service calls, estimates, and final 25 Point roof inspections. Confirm appointment details, start dates, times, and any…