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Managing a successful roofing business is no small feat. From balancing roofing contractor schedules to handling client relationships, some days can be a whirlwind.
If you’re struggling with project management or client communications, chances are, you could run the office of your roofing company more smoothly.
Here are 8 actionable tips to help you streamline operations, improve cash flow, and see better customer satisfaction.
Tips for running your roofing company’s office:
1. Establish roles and responsibilities
To run the office of your company smoothly, you need to know who’s responsible for what. Clear roles keep team members accountable and prevent things from spiraling into chaos—like double-booked jobs or missed emails.
Think of your office as the nerve center of your roofing business. Every part needs to work together, but each piece has its own job to do. Start with the essentials:
- Office Manager: This person keeps everything moving. They tackle administrative tasks, manage schedules, ensure that processes are followed, and address everyday issues (“fires,” as you might say).
- Customer Service Representative (CSR): These folks are the voice of your company. They answer calls, book estimates, and help commercial or residential roofing customers when something doesn’t go right.
- Roofing project Coordinator: This person handles job details, coordinates with field teams, and monitors projects to make sure they’re on track.
Depending on the size of your team, there might be some overlap in the roles. But having titles will make responsibilities crystal clear.
For each role, write a job description that spells out every important task and responsibility. For example, your customer service rep will answer phones, manage customer inquiries, and schedule appointments. They’ll also upsell services like holiday light installations.
Keep these descriptions flexible enough to evolve as your business grows, but firm enough to avoid the “not my job” moments.
READ MORE: Roofer job description: how to write your own (with free template)
Once everyone knows their role, it’s time to connect the dots.
Use project management tools like Asana or Trello to assign tasks and track progress. Think of it as the to-do list for your office, with the bonus of holding people accountable.
You could also schedule a weekly check-in where everyone can review what’s working, what’s not, and what needs to change.
As a roofing business owner, being clear about roles and responsibilities will reduce your headaches and provide better service for your customers.
Pro Tip: To make it easier to see what’s on deck, color-code tasks by roofing service—roof replacement, roof repair, maintenance, etc.
2. Streamline communication
Communication is the backbone of any successful roofing company. When your office and field teams need to be on the same page, otherwise the operations can get messy.
To run your office efficiently, set up communication channels.
Daily check-ins to keep everyone in the loop
Start with quick daily check-ins between the office and field teams. These meetings don’t have to be long—just 5-10 minutes to review the day’s roofing services so everyone knows the game plan.
For example, let your project coordinator share updates on roofing material deliveries. Your foreman can highlight job-specific needs, like safety gear for a particularly steep roof.
Provide real-time updates
Still relying on phone calls and sticky notes? It’s time to upgrade so you can get your office and field teams on the same page in real-time.
With Jobber’s roofing software, anytime you make a schedule change to an employee’s day, their phone will get a notification. Automating these updates will save everyone time and prepare your field techs for on-the-fly changes with all the details.

Streamline client communications
Happy customers are the foundation of your business, and clear communication makes all the difference. For instance:
- Before the project begins, confirm the schedule with the customer, explain what to expect, and offer a point of contact for questions.
- When en route to the project, send an on-my-way text message to the customer. This is helpful for letting them know who exactly will show up, and when.
- During the project, share progress updates and flag any delays or changes. A quick phone call or email goes a long way.
- After the job is done, follow up to see if they’re satisfied. Address any concerns.
Pro Tip: Use email templates or automated text messages to save time while keeping clients in the loop. Small touches can turn a one-time customer into a regular.
3. Manage and share project details
Managing roofing projects can feel like a juggling act, and that’s where software comes in. The right platform can help you organize projects, keep customers happy, and make running your office a breeze.
Keeping client information detailed and up to date helps you provide top-notch customer service. The best way to do this is to keep it all in one place using a customer relationship management (CRM) system.
Imagine a client calls with questions about a roof you installed last year. With a good CRM, you can pull up their file in seconds—no digging through old invoices or trying to remember what materials were used.
Jobber’s CRM makes it easy to track your customers’ information from a central location. You can quickly deliver personalized service that makes every customer feel like they’re your top priority.
With Jobber, you can make your client management even better by:
- Quickly finding job history to address client issues on the spot
- Viewing all past emails and text messages for transparent communication
- Tracking unique client information with custom fields
- Tagging clients as leads to manage them separately from active clients

Pro Tip: When one of your crew members needs the details about a service call, they can simply click on the visit in their Jobber calendar. They’ll see the original roofing work order, notes, and images.
4. Optimize scheduling
Your schedule is the backbone that holds everything together. A great scheduling system can be the difference between completing jobs smoothly or leaving customers frustrated.
Gone are the days of jotting down notes in a planner. With digital tools like Google Calendar and Jobber, you can assign tasks, set deadlines, and sync schedules across your entire team.
For instance, let’s say you have multiple projects going at the same time, such as a new commercial roof install in the city and a gutter repair in the suburbs. You can track who’s where and at what time with just a glance.
When it comes to improving scheduling, automation is huge. The best software automates your scheduling to save time and get the job done sooner.
With Jobber, you can quickly assess the day’s schedule and determine if any changes need to be made.
I have tons of stores that I need to go to, and the scheduling feature on Jobber is great for that.
I can go in there and schedule my jobs, stuff that I know ahead of time I’m going to be doing, and when I get there, I just clock in and out.
When you schedule a new service request, it’s automatically filled in with details from the request or quote. Simply assign an available worker to get it on their schedule. Make changes whenever you need to, and they’ll receive a notification.

5. Boost your invoicing process and cash flow
If there’s one thing you don’t want to delay in your workflow, it’s sending invoices.
Whether you invoice before or after the job, always send them promptly. The sooner you do it, the sooner you get paid.
With Jobber, you can generate invoices instantly once the job is done and send them by text or email. Your workers can collect payment from the customer and provide a receipt before they even leave the job site.
Using software to create an invoice cuts down on manual data entry and improves organization—a perfect recipe for better cash flow.
Offer multiple payment options
Providing multiple ways to pay gives your customers less of a reason to pay late.
Jobber’s credit card processing provides convenient payment options for both parties. Customers can visit their client hub to view your accepted payment methods and add their card details to pay their invoice.

The more convenient and easy it is for a client to pay you, the more likely you are to collect payment on time. Offer a variety of online payment methods such as cash, ACH payments (bank transfers), e-transfer, and debit or credit cards.
Improve cash flow
Late invoices are a cash flow problem, and that’s why following up is one of the most important best practices to add to your office workflow.
Don’t wait until the payment is overdue for your first follow-up. If the payment due date is approaching, send a gentle reminder email.
When the payment becomes overdue, get in touch immediately. Be polite and give them the invoice information, including:
- The date of service
- The payment due date
- The amount owed
Jobber automatically sends email and text reminders to your customers, reminding them to pay their invoice.
READ MORE: How to prevent overdue invoices
6. Enhance the customer experience
Running a roofing company isn’t just about nails and shingles—it’s about creating an experience that makes customers feel heard.
Show customers their options
Roofing choices can overwhelm customers. Asphalt shingles, metal roofing, flat roofs—how do they decide? Creating a system to present options in a clear and engaging way can make all the difference.
For example, if they’re interested in a gutter replacement, break down the material options and their benefits:
- Aluminum is lightweight and cost-effective
- Copper is premium, long-lasting, and visually appealing
- Vinyl is affordable and rust-proof
Consider using visuals like product samples or a digital gallery to take customers through their choices. Give them a sneak peek at what the finished job might look like.
Customers don’t always know what they want, but they know they want options.
Handle inquiries like a pro
Your customers have questions, and how you answer them can make or break the experience. A trained office team should know the ins and outs of roofing, like explaining warranties and project timelines.
The goal is to make the customer feel they’re in expert hands.
And don’t forget about complaints. Addressing them quickly and respectfully can turn an uncomfortable situation into a time to shine. A heartfelt apology and a proposed solution go a long way.
Keep in touch
The job doesn’t end when the invoice is paid. A follow-up call or email to check if the customer’s happy with everything shows you care about more than just the money.
Sending follow-up emails helps you to:
- Build a relationship with your client
- Upsell a service
- Ask for a review
- Get feedback through a customer satisfaction survey
- Ask for follows on social media to keep customers engaged
- Gain a good reputation
- Market your business
READ MORE: 11 roofing marketing ideas to attract more customers
7. Stay compliant and organize documents
Keeping everything organized and staying on top of compliance requirements can be a challenge. But with a few smart strategies to run your office more efficiently, you can create a system that runs like clockwork.
Here’s how you can tackle compliance and documentation to keep your roofing company in top shape.
Track licenses and certifications
- Track renewal dates for your licenses and certifications. Set automated reminders so you’re not scrambling to renew your roofing license at the last minute.
- Keep copies of your certifications in a secure cloud storage system. This makes it easy to access them if a client or inspector asks.
- Factor in training or continuing education requirements to avoid delays in renewals.
Keep accurate project documentation
- Create a digital filing system with folders for contracts, permits, and warranties. Label files so your team can find them in seconds.
- Use tools like Google Drive or project management software to track changes in documents and avoid confusion over outdated versions.
- Take notes from conversations with clients, whether they’re about costs, materials, or timelines. This will protect you from misunderstandings down the road.
Stay updated on industry regulations
- Follow trade organizations or newsletters that highlight regulatory changes that affect the roofing industry.
- Block out time every quarter to review your processes against current laws. This keeps your operations audit-ready.
- Make sure everyone in your company, from office staff to field crews, understands compliance basics.
8. Foster a culture of improvement
Any successful company thrives on continuous improvement. By encouraging people to grow, you can improve efficiency and deliver exceptional results for your clients.
Here’s how fostering a culture of improvement can transform how you run the office of your roofing company.
Encourage feedback
Your crew members and office staff are on the front lines of your business. Their insights can reveal opportunities for better processes and practices.
Use team meetings as a space for employees to share ideas, talk about challenges, and suggest solutions. Test new approaches on a small scale before making anything official.
You could even do anonymous surveys to ask people what areas they feel need improvement—this is where you’ll get the most honest feedback.
Invest in employee development
Roofing techniques and technologies are always evolving. Providing your team with ongoing training helps them to stay on top of their game.
Help your staff stay informed about the latest roofing materials, safety practices, and techniques.
Teach employees multiple skills, such as estimating or project management. Your team will soon be flexible and well-rounded enough to handle any type of opportunity or issue.
Measure performance
Tracking performance isn’t just for projects. You can do it for your team’s growth too.
Use key performance indicators (KPIs) to measure aspects of the business, like efficiency, growth, and customer satisfaction. Share results transparently with your team.
The following KPIs give you a pulse on how well your crew is operating, whether clients are thrilled with the results, and whether safety standards are being upheld.
Customer satisfaction KPIs
- Customer feedback rating: The average rating (like on a scale of 1-10) from client surveys or reviews.
- Customer retention rate: Percentage of repeat customers over time.
- Net promoter score (NPS): Measures how likely a customer is to recommend your services.
- Referrals generated: Number of new clients you get from customer referrals.
- Time to resolve complaints: Tracks how quickly issues are addressed.
Safety KPIs
- Incidents per project: The number of accidents or near-misses on a job site.
- Personal protective equipment (PPE) compliance rate: Frequency of proper use of PPE on job sites.
- Safety audit scores: Results from internal or external safety audits.
- Time since last incident: A metric to encourage long periods without safety issues.
- Training compliance rate: Percentage of employees who’ve completed safety training.
Team performance KPIs
- Attendance and punctuality: Tracks consistent presence and timeliness on job sites.
- Employee turnover rate: Tracks team retention and identifies potential morale issues.
- Hours worked vs. hours scheduled: Monitors whether employees are over- or under-used.
- Productivity per employee: Number of jobs completed or revenue generated by each team member.
- Skill certification rate: Percentage of roofing crew members with specialized roofing certifications.
Business growth KPIs
- Bid conversion rate: Percentage of residential or commercial roofing bids that turn into projects.
- Lead response time: Average time it takes to respond to a potential client.
- Profit margin per project: Tracks profitability on individual jobs.
- Revenue per project: Average revenue generated per job.
Efficiency KPIs
- Average project completion time: The time it takes to complete a roofing job. Compare this to the estimated timeline.
- Equipment downtime: Time that equipment isn’t available due to maintenance.
- Labor cost per project: Measures how much labor contributes to the total project cost.
- Material use rate: Tracks waste vs. usage of roofing materials to ensure cost efficiency.
- Number of jobs completed per month: Tracks overall team productivity.
Run a better office with Jobber
Whether you’re just starting out or you’ve been running your office for years, refining your processes can help you build a thriving roofing business.
And the right roofing software can help. Count on Jobber to improve your customer relationships, maintain steady cash flow, and streamline your business management.
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