Customer Support & Operations Specialist

Customer Support & Operations Specialist
Location:
Davenport, Iowa
Company:
R3 Roofing & Exteriors
Employment Type:
Full-Time | In-Office
Schedule:
Monday–Friday | 8:00 AM–5:00 PM (1-hour lunch)
Compensation:
Competitive pay based on experience

Benefits:

Eligible after 90 days of employment
About R3 Roofing & Exteriors
R3 Roofing & Exteriors is a growing, family-owned company serving the commercial and residential roofing industry. Our people-first culture is built around our core values of
Loyalty, Accountability, and Community
, and we believe in doing the right thing for both our customers and our team.
As we continue to grow, we are seeking a professional, organized, and customer-focused
Customer Support & Operations Specialist
to join our Davenport office.
This position serves as a central point of communication between our customers and internal teams. You will manage inbound calls, assist with billing and collections, coordinate permitting, and provide administrative support to our
Billing, Production, and Sales departments
.
The ideal candidate is confident on the phone, highly organized, detail-oriented, and comfortable managing multiple responsibilities and deadlines in a fast-paced environment.

Key Responsibilities

Customer Service & Inbound Calls
Serve as a primary point of contact for customers calling our Davenport office
Answer and manage inbound calls professionally and efficiently
Assist customers with general questions and direct calls to the appropriate department or team member
Greet and assist customers, vendors, and visitors
Accurately document messages, customer conversations, and follow-up needs
Place outbound calls to customers, vendors, and internal team members as needed
Help ensure customers receive timely communication and follow-up
Billing & Collections
Handle inbound and outbound customer calls regarding invoices, balances, and payment questions
Create and send final invoices as needed
Collect final payments on completed projects professionally and respectfully
Follow up on outstanding balances and agreed-upon payment timelines
Clearly explain invoices and assist homeowners with billing-related questions
Coordinate with internal teams to verify project completion and amounts owed
Document payment-related communication accurately in JobNimbus
Track payment status and escalate unresolved balances appropriately
Maintain accurate and organized digital job and payment records
Permitting
Prepare and submit permit applications for roofing and exterior projects
Research and verify permitting requirements for applicable cities and municipalities
Gather and submit required project documentation for permit applications
Communicate with municipalities and local authorities regarding permit requirements, applications, and approvals
Track permit applications from submission through approval
Follow up on pending permits and outstanding requirements to help prevent project delays
Maintain accurate and organized permitting records for each project
Communicate permit status and updates to the appropriate internal team members
Coordinate required inspections when applicable
Assist with additional documentation, corrections, or resubmissions when required by the permitting authority
Billing, Production & Sales Support
Provide day-to-day administrative support to the
Billing, Production, and Sales departments
Assist Production with homeowner communication, project updates, scheduling coordination, and follow-up
Support Sales with customer communication, documentation, and general administrative needs
Assist Billing with customer inquiries, invoices, account information, payments, and follow-up
Maintain clear communication between customers and internal departments
Help coordinate information across departments to ensure questions and customer concerns are addressed promptly
Provide additional administrative support to leadership and office staff as needed
What We’re Looking For
Strong customer service and communication skills
Professional, friendly, and confident phone presence
Comfortable handling a steady volume of inbound and outbound calls
Excellent organizational skills and attention to detail
Ability to manage multiple calls, accounts, permits, requests, and deadlines simultaneously
Strong follow-through and ability to track outstanding items through completion
Confidence handling billing and payment-related conversations professionally
Ability to communicate effectively with customers, municipalities, vendors, and internal departments
Team-oriented mindset and willingness to support multiple departments
Comfortable working with computer systems, CRM platforms, online permitting systems, and data entry
Coachable, dependable, and willing to learn
JobNimbus experience preferred, but not required
Previous experience in customer service, office administration, permitting, billing, collections, accounts receivable, construction administration, or a similar role is a plus
Ability to pass a background check
Why Join R3?
Full-time, Monday–Friday schedule
No nights or weekends
Supportive leadership and hands-on training
Opportunity to work closely with Billing, Production, Sales, and company leadership
Varied responsibilities and involvement throughout the customer and project lifecycle
Clear expectations and structured processes
Opportunity for professional growth within a rapidly expanding, family-owned company
If you are organized, confident in communicating with customers, enjoy solving problems, and take pride in keeping details and deadlines on track, we would love to hear from you.
All offers of employment are contingent upon successfully passing a background check.