The opportunity
About this role
Not Your Typical Customer Service Job
Most customer service jobs are built around answering phones, taking messages, and following scripts.
This is not that.
At Rooftop Chimney Sweeps, our Customer Service Representatives are the first voice customers hear when they need help protecting their home. You will help homeowners understand what they need, ask the right questions, book the right appointment, and create a smooth experience from the very first conversation.
We are a family-owned chimney and fireplace company that has been serving homeowners since 1978. We are growing, improving, and raising the standard for what a home service company should feel like for customers and for our team.
We are looking for someone who is sharp, coachable, steady under pressure, and interested in growing with the company.
What This Role Is Really About
This role is not just about being friendly on the phone.
It is about listening carefully, thinking through what the customer is actually asking for, qualifying the call properly, and helping the customer take the next best step.
You will be responsible for helping customers with chimney inspections, cleanings, repairs, gas fireplace service, water leaks, home sale needs, safety concerns, and general scheduling questions.
A strong CSR at Rooftop Chimney Sweeps does not just “take the call.” They help protect the schedule, support the technicians, create trust with customers, and help the company run better.
What You’ll Do
Answer inbound customer calls, emails, chats, and appointment requests
Ask strong questions to understand the customer’s situation
Book appointments accurately using our scheduling software
Help customers understand our services, pricing, process, and next steps
Identify when a customer is a strong fit for service and when more information is needed
Communicate clearly with customers, technicians, managers, and office team members
Enter detailed notes so the field team has the information they need before arriving
Help reduce cancellations by setting clear expectations up front
Follow up with customers when needed
Handle busy days with professionalism and urgency
Learn our systems, scripts, service types, and company standards
Look for ways to improve the customer experience, not just complete tasks
Who Will Do Well Here
You may be a good fit if you:
Are dependable and show up ready to work
Communicate clearly and professionally
Like helping people, but can also stay focused on business goals
Understand that asking the right questions and truly understanding a customer’s needs is what helps them feel confident booking the appointment
Are comfortable being coached and receiving feedback
Pay attention to details
Can stay calm when customers are frustrated, confused, or in a hurry
Take ownership instead of making excuses
Want to get better over time
Are curious and willing to learn about the chimney, fireplace, and home service industry
Like being part of a team where your work actually matters
Who This Role Is Not For
This may not be the right fit if you:
Want a quiet, slow-paced job
Get overwhelmed easily by phones, scheduling, or multitasking
Do not like feedback or coaching
Prefer to do the bare minimum
Struggle with details or accurate notes
Avoid difficult conversations
Only want a short-term job with no interest in learning or growing
We are not looking for perfection. We are looking for someone with the right attitude, work ethic, and willingness to improve.
What We’re Looking For
Previous customer service, call center, dispatching, scheduling, or administrative experience preferred
Strong phone presence
Comfortable using computers and learning new software
Ability to type clear and accurate notes while speaking with customers
Strong organization and follow-through
Reliable attendance
Positive, professional attitude
Ability to work in a fast-paced environment
Experience in home services, construction, HVAC, plumbing, roofing, or ServiceTitan is a plus, but not required. We can teach the industry. We cannot teach ownership, effort, or attitude.
Why Join Rooftop Chimney Sweeps?
This is a good role for someone who wants more than “just a job.”
You will join a company that is growing, investing in better systems, building stronger teams, and creating opportunities for people who want to step up.
The best people here are not the ones who know everything on day one. They are the ones who care, learn quickly, take feedback seriously, and keep improving.
Schedule
Full-time position. Schedule may vary based on seasonal call volume and company needs.
Meet the team
About Rooftop Chimney Sweeps
At Rooftop Chimney Sweeps, we’ve been helping homeowners keep their chimneys, fireplaces, and masonry in top condition for nearly 50 years. Serving Alexandria, Arlington, Falls Church, Richmond, Washington DC, and communities throughout Fairfax, Chesterfield, and Henrico counties, we’re the full-service chimney company families trust for safe, reliable solutions.
Equal opportunity employment
We value a diverse team and consider qualified applicants without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability.