Customer Experience Manager (Customer Service Representative)

Join the Rapid Roofing Team as a Customer Experience Manager (CEM) and Transform Customer Interactions into Lifelong Loyalty!

This is an IN HOUSE position only at our physical office location in central Suffolk County, New York. Must be able to be at work daily.

Create your career with a fast-growing, exciting company that’s revolutionizing the roofing industry. Rapid Roofing is seeking a Customer Experience Manager (CEM) to play a key role in ensuring every customer has an exceptional experience from start to finish. As the CEM, you’ll work closely with our sales and operations teams to streamline communication, manage customer touchpoints, and ensure homeowners feel fully supported throughout their roofing project. We’re looking for someone who is highly organized, creative, and thrives on thinking outside the box—someone who takes ownership and brings fresh ideas to elevate the customer journey.

At Rapid Roofing, we’re on a mission to revolutionize roofing experiences. We aim to change the way people think about roofing by making every step of the process smoother, smarter, and more personal. This isn’t just about getting the job done; it’s about setting a new standard in the industry by delivering exceptional service with integrity, accountability, and innovation.

As our Customer Experience Manager, you’ll be at the heart of this organization — ensuring every customer feels valued, heard, and delighted. Your role goes beyond supporting sales; you’ll be building a community of raving fans who spread the word about their experiences with us.

✅ Would you enjoy working for an organization that values your individuality and personal goals?

✅ Are you ready to build a real career by partnering with a company that invests in your self-development and training?

✅ Would you appreciate being part of an enthusiastic team that supports and pushes you to get better?

✅ Do you want to surround yourself with driven individuals who consistently push each other to succeed?

Who We Are:

Rapid Roofing is the fastest-growing, customer-obsessed retail residential roofing company on Long Island, New York. Our goal is simple: deliver the best roofing services with a personal touch and old-fashioned customer service. We pride ourselves on our tight-knit team, innovative approach, and unwavering commitment to exceeding customer expectations. We're looking for someone as passionate about customer service as we are to join our team and help take us to the next level.

What You’ll Do:

As the CEM, you'll be responsible for much more than just supporting the sales team. You will own the customer journey from first contact through project completion, ensuring that every customer interaction reflects our values of excellence and care. This means:

• Maximize Sales Opportunities: As the secret weapon for our sales team, you’ll help set the stage for success by making sure every customer interaction leaves a lasting impression. Your job is to keep our sales team firing on all cylinders by providing the support they need to close deals smoothly.
• Delivering a WOW Experience: You’ll be the first and last impression our customers have. Your mission? Go beyond customer expectations and create lasting positive experiences at every stage, ensuring each homeowner feels valued and appreciated.
• Customer-Centric Communication: Handle calls, emails, and inquiries, managing proactive communication to keep homeowners informed and prepared for their in-person meetings. Every interaction will show them they’re more than just another transaction—they’re a priority.
• Scheduling & Coordination: Work closely with homeowners to schedule consultations, inspections, and follow-ups, making sure no detail falls through the cracks. You’ll be the glue between the customer and the outside sales team, ensuring the entire process runs seamlessly.
• Follow-Up & Support: Keep things moving by managing leads, sending estimates, scheduling Zoom calls with out-of-town clients, and following up to make sure nothing gets left behind. You’ll ensure no deal slips through the cracks and that our customers stay engaged.
• Direct Mail & Personal Touches: We believe in adding a personal touch—whether it’s sending handwritten notes, personalized direct mail, or follow-up check-ins. You’ll find creative ways to build long-term relationships that keep customers coming back again and again.
• Teamwork Makes the Dream Work: Support the outside sales team by ensuring they have everything they need before and after meetings to close deals. A well-managed customer experience doesn’t just delight homeowners—it makes the sales process smoother and more successful.
• Sales Life-Cycle Management: From start to finish, you’ll support the sales process at every stage, making sure we’re hitting all the right marks to deliver top-notch results. You’ll help transform satisfied customers into raving fans who bring in referrals and repeat business.
• Measuring Success by Customer Happiness: You’ll know you’ve succeeded when our customers come back to us, refer us to others, and leave us glowing reviews. Every customer interaction is your opportunity to build trust, create advocates, and drive growth.

Why This Role Matters:

In this role, you’re not just supporting sales—you’re elevating our entire customer experience. You’ll directly shape how potential customers see our company and, more importantly, how they talk about us long after the project is done. Your work won’t just close deals—it will create lifelong fans who choose us again and again and bring in friends, family, and neighbors.

What’s In It For You?

• Competitive Salary & Growth Potential: We’re growing fast, and you can grow with us. Your hard work will be recognized and rewarded with opportunities for advancement.
• Benefits That Matter: Health, dental, vision insurance, 401(k) with matching, PTO, and paid holidays.
• Paid Training: Don’t worry if you’re new to roofing. We’ll train you on everything you need to know to succeed.
• Supportive Culture: Work in an energetic environment where teamwork, innovation, and a customer-first mindset are everything.

What We’re Looking For:

• Customer-Focused: You’re passionate about making people happy and delivering exceptional service.
• 1-2 Years of Sales or Customer Service Experience: Roofing or construction experience is a bonus, but we’ll train you either way.
• Organized & Detail-Oriented: You can juggle multiple tasks and stay on top of everything without dropping the ball.
• Strong Communicator: If you love talking to people and making sure they’re taken care of, this is the job for you.
• Tech-Savvy: You’re comfortable using CRM systems, scheduling tools, and email to keep things running smoothly.
• Problem Solver: You don’t get rattled by challenges—you find creative solutions.
• Team Player: You understand that collaboration is key to success, and you’re all about working together to crush goals.

Who You Are:

• A natural communicator who loves connecting with people, building relationships, and making sure everyone feels heard and valued.
• Highly organized and detail-oriented, thriving in fast-paced environments while keeping everything running smoothly and efficiently.
• Tech-savvy and comfortable using CRMs to manage calls, emails, and meetings without missing a beat.
• A people-person who enjoys interacting with customers and team members alike, making every interaction count.
• Results-driven, willing to do whatever it takes to advance the sale and contribute to the company's growth.
• Someone who takes ownership and pride in your work, understanding the vital role you play in the company’s success.
• You embody our core values, showing extreme ownership, a growth mindset, integrity, and a relentless drive to get results while delivering a WOW experience.

Rapid Roofing’s Core Values:

Our core values shape the way we operate and deliver a world-class customer experience. We hire based on these qualities and will train the right people.

1. We Take Ownership: We think like owners, driving outcomes all the way to the finish line and solving problems permanently.
2. We Do the Right Thing, Always: Integrity is everything. We’re honest, accountable, and do the right thing even when no one’s looking.
3. We Succeed Through Teamwork: Trust, respect, and collaboration are key. We rely on each other to succeed and work together with enthusiasm.
4. Whatever-It-Takes Mentality: We’re creative, relentless, and won’t stop until the job is done. Pride aside, we do what it takes.
5. We Deliver the Best Customer Experience: We set the bar high. From start to finish, we aim to deliver a stress-free, reliable, and compassionate experience.

Ready to Make an Impact?

If you're looking for a role that’s more than just a job—where you can truly make a difference in both the lives of customers and the success of a fast-growing company—then we want to hear from you. Apply now and join us in revolutionizing roofing experiences!

Job Type: Full-time
Pay: $45,000.00 - $75,000.00 per year

Benefits :

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance

Shift:
Day shift

Experience:

• Sales or Customer Service: 1-2 year (Preferred but not required)

Location:
Ability to Commute: Bohemia, NY (Preferred)
Work Location: In person