Client Care Specialist

Position Summary 

The Client Care Specialist is responsible for managing inbound calls, scheduling appointments for the sales team, supporting customers through the early stages of the sales process, and keeping the office running smoothly. This role also supports Accounts Receivable (AR), invoicing, and basic customer billing communication. 

This position is a key part of delivering a professional customer experience from the first phone call through final payment. 

Core Responsibilities 

1) Phone Answering & Customer Communication 

• Answer all inbound calls promptly and professionally 

• Respond to general customer questions about: 

• Roofing inspections, repairs, replacements 

• Solar consultations (if applicable) 

• Insurance claim process basics (high level) 

• Scheduling timelines and what to expect 

• Route calls to the correct department/team member when needed 

• Return missed calls quickly and maintain a “same day response” standard whenever possible 

• Maintain a friendly, calm, and confident tone—especially with frustrated customers 

• Track call outcomes and ensure no lead/customer is left without follow-up and place notes in HubSpot under contact information or deal. 

2) Appointment Scheduling & Calendar Management 

• Schedule inspections and follow-up appointments for sales reps and documents in HubSpot. 

• Confirm appointments via phone/text/email 

• Reschedule appointments as needed while protecting sales team efficiency 

• Ensure HubSpot Deal includes: 

• Correct customer name, address, and contact info 

• Notes on the reason for visit (leak, hail, replacement, solar inquiry, etc.) 

• Special instructions (gate codes, pets, preferred arrival windows, etc.) 

• Maintain accurate calendars and reduce no-shows through confirmations and reminders 

• Keep scheduling organized so the team is maximizing drive time and productivity 

3) Inside Sales Support & Lead Follow-Up 

• Respond to inbound leads from calls, website inquiries, social media, and referrals 

• Collect and document key lead details: 

• Property type (residential/commercial) 

• Roof age (if known), leak details, storm date, urgency 

• Insurance involvement (if any) 

• Follow up with leads that didn’t schedule immediately 

• Re-engage old leads and missed opportunities 

• Support the sales team by keeping the pipeline moving forward 

• Track outcomes and help improve conversion rates from inbound calls to scheduled appointments 

4) Accounts Receivable (AR) & Payment Follow-Up 

• Monitor open invoices and customer balances 

• Send payment reminders (friendly, professional, consistent) 

• Make AR follow-up calls when invoices are overdue 

• Document payment conversations and expected payment dates 

• Collect payments over the phone when applicable (based on company policy) 

• Coordinate with management on escalations or payment plan situations 

• Keep AR organized so the company stays cash-flow healthy 

5) Invoicing & Billing Support 

• Create and send invoices accurately and on time 

• Ensure invoice details are correct: 

• Customer name/address 

• Job description and scope 

• Payment terms 

• Amount due and due date 

• Coordinate with production/project team to ensure invoices match completed work 

• Send final invoices at job completion and confirm customer receipt 

• Provide customers with receipts and payment confirmations 

• Maintain invoice records and ensure proper documentation is attached in HubSpot and Financial Ticket. 

6) Admin & Office Coordination 

• Maintain clean and accurate customer records in HubSpot 

• Organize job documents (contracts, invoices, insurance, etc.) 

• Assist with basic internal coordination between: 

• Sales 

• Production 

• Customer communication 

• Keep customer updates consistent and professional 

• Support general office needs as they arise (light administrative tasks) 

• Email
  • [email protected]
  • PW- Yourgr8t
• Aircall number- 512-229-9718

1. Log in to your email
2. There will be invitation from HubSpot, Ignite, and Aircall.
3. Accept the invites and log in
4. If you create or change the password, please let me know what they are.
5. Log in to Ignite and complete the courses that have already been assigned to you. There is a list of those below.
6. These courses should get you familiar with using our software.
7. You do not need to set up anything with Aircall. The course is just to get you familiar with it. All you need to do is download the app on your computer. The phone has not been transferred to you yet, so you don’t need to worry about that or do anything else with Aircall.
8. HubSpot
   • I know there is a lot of information with HubSpot. Please don’t feel overwhelmed. We will schedule some time this week to walk you through it to make sure you are familiar and comfortable using it.
   • There is a test contact name called Lynda Carter (that is Wonder Woman’s real name in case you didn’t know. I love her. lol) This is the test contact we all use. You can use Lynda Carter to create deals, notes, ect. while you are training. It is helpful to try it out while going through the HubSpot course.
   • It is super important that you do not use any other contact other than Lynda Carter since there are workflows and other things that work behind the scenes, and everyone knows to ignore those.
9. Ignite
   • The courses you need to complete are listed in your course list. They will pop up there whenever anything is added.