Customer Service · Operations · Scheduling

Everything the office team needs, in one place.

A working reference for the front desk: how to take a call, which procedure to run, who to contact, and what to put in JobNimbus when the call ends. Built for daily use during live calls.

619 Roofing · CSLB License #1040539 · 909 Rancheros Dr, San Marcos CA 92069

Standard Operating Procedures

Phone Call Scripts

JobNimbus Job Statuses

$249

Real Estate Inspection Fee

Jump to a workflow

Quick Links

Live Call Intake Wizard New

Walk through any call type. Output three clean blocks ready for JobNimbus.

Call Intake Workflow

Step-by-step intake by call type — residential, HOA, commercial, real estate.

Phone Script Library

Six full call examples — including escalations and tarp requests.

Standard Operating Procedures

Inspections, work orders, scheduling, separations, internet outage.

Roof Types We Service

Shingle, tile, flat. What we do, don't do, and how to talk about it.

Roofing Dictionary

78 industry terms — from aggregate to wind uplift. Built for new hires.

Roof Certification Process

Water test, pass/fail outcomes, pricing.

Temporary Tarping Services

Pricing for sloped, flat, HOA — plus management-approval items.

JobNimbus Statuses

What every status means and when to use it.

Team Directory

Everyone's number, extension, and email.

Work Order Standards

Job titles, fields, descriptions, and statuses — done right.

Reminder

Two tabs open before the phone rings

Keep JobNimbus and Google Maps (satellite view) open at all times. Toggle between them to confirm roof type, spot solar panels, plumbing vents, and HVAC units. Cross-check what the caller describes against what you actually see.

Reminder

A clean intake saves a follow-up call

If something feels off or unclear, ask while you have the customer on the phone. Type into JobNimbus while you talk — it's easier to clean up later than to recall it later.

Quick Reference

Call Intake

A pocket guide for every incoming call. Sections grouped by call type — jump to the one that matches the caller, then run the wrap-up before you hang up.

Before You Answer

Address Review

Residential / HOA

Leak Inspection

Commercial

Real Estate Agent

Final Wrap-Up

Set up your workspace

Have these two tabs open before the phone rings:

Tab 1 — JobNimbus

Intake & job creation. Type into JobNimbus while you talk.

Tab 2 — Google Maps

Satellite / aerial view of the property.

Toggle between tabs to:

Confirm roof type and layout
Spot solar panels, plumbing vent lines, or HVAC units
Cross-check what the caller is describing against what you actually see

After you confirm the address, scan the aerial view for:

Solar panels
Plumbing vent lines
HVAC units

If you see any of these and the caller hasn't mentioned them, ask: "Do you know if the leak might be coming from around or underneath the solar panels / plumbing lines / HVAC unit?"

First, confirm

Are you the homeowner?
Is this a single-family home, condo, or townhome?

If it looks like an HOA community

Ask: "Is this part of an HOA, and do you know if the HOA is responsible for the roof?"

If they're unsure

Continue creating the work order — don't pause the process.
Let them know they'll need to confirm responsibility with their HOA or property management.
The inspection can still move forward while they verify.

Always ask

Where is the leak showing inside the home?
Is there more than one leak location?
When did they first notice it?
Does it happen during rain, fog, or condensation?

Temporary tarp services

Offer it every time. Ask:

"Would you like to hear about temporary tarp options while we schedule the inspection?"

If they're interested, make sure they understand:

Tarps are temporary
There is a fee
A signed Temporary Tarp Agreement is required before we deploy

Caller type — any of these

Business owner · Facilities manager · Vendor · Representative of a company

Ask

Is there a Property Management Company involved?
Who should be included on inspection confirmations?
Who needs to receive the proposal?

JobNimbus steps

Create the following contacts:

Caller contact
Property Management contact (if applicable)
Onsite contact

Then link all of them as Related Contacts, confirm who receives the proposal, and confirm who is authorized to approve work.

Always ask

Is there a contingency period? What's the deadline?
Do you need a detailed inspection report along with the proposal?

Fees & timing — explain up front

$249 inspection fee
Possible rush upcharges based on how tight the deadline is

Responsibility & payment — confirm

Who will receive and sign the inspection agreement
Who will make payment

If the home buyer is responsible

Get the following from the buyer:

Current residing address
Phone number
Email

Then create the buyer as a Contact in JobNimbus, and confirm who should receive the proposal and inspection report.

Before you end the call, confirm every item below

Address is correct All contacts are identified Special conditions noted — HOA, commercial, real estate deadlines Confirmed who receives: Inspection confirmation Confirmed who receives: Proposal Confirmed who receives: Report (if applicable)

Remember A clean intake saves the field team time and saves the customer a follow-up call. If something feels off or unclear, ask the question while you have them on the phone.

Live Tool

Call Intake Wizard

Walk through the call. Pick the type, answer one question at a time, and the wizard generates three clean blocks ready to paste into JobNimbus. Auto-saves as you go, so a held call or a transfer never costs you the work.

How this works

The wizard mirrors the published Call Intake SOPs. Every required question lives behind a branch — no skipping the one that matters. Optional questions show a Skip if not applicable link.

The output is three labeled blocks: Job Name, Job Description, and Inspection Notes — plus a wrap-up checklist note. Each block has its own copy button. Initials and date stamp automatically based on whoever is selected at the top.

Operations

Standard Operating Procedures

Click any procedure to expand. Each SOP has been verified against the current published version. When in doubt, ask the Office Manager.

Scheduling a Leak Inspection

Operations · Customer Service / SchedulingLeak-Related Calls

Purpose

Guide Designated Scheduling Team Members through creating and scheduling a Leak Inspection, ensuring consistency, accuracy, and proper documentation.

General Notes Some system fields may already be pre-filled — only update what's outlined in the SOP. Keep a Google Earth/Maps window open during the call.

Step 1 — Create a New Job

Click the "+" (Add) button.
Select Add Job from the dropdown.

Step 2 — Complete the Intake Form

Fill out: First/Company Name, Last Name, Display Name (e.g., "Joe Roofer | Homeowner"), Email, Phone, Contact Type, Inspection Address, and required Custom Fields (Title, Region, Text Notifications). Select Save & Continue.

Step 3 — Customize Job Details

Job Name: Clear pre-filled text and update title to reflect a LEAK INSPECTION.
Leak Location(s): Add exactly as described by the customer.
Additional Concerns: List any extra notes mentioned.
Solar Panels: Document yes/no. If yes, clarify whether the leak is under, around, or unrelated to the panels.
Roof Age: Ask the caller. Helps with underlayment assessment.
Past Repairs: Note any previous attempts by homeowner or contractor.

More Details: Type, Lead Source, Assigned To (all schedulers, sales rep, office manager).

Step 4 — Custom Fields

Onsite Contact (full name) · Onsite Phone
Text Notifications: Yes / No / Pending
Auth Amount: $0.00 unless otherwise noted
Invoice: No Charge
Payment Schedule: No Charge
Inspection Type: Leak Inspection
Work Type: Inspection
Field Tech, Floors, Gate Code, Lock Box Code (if applicable)
Warranty/Certification: N/A
Acct | Est | Pack: Person receiving the estimate

Steps 5–8 — Confirm, Save, Edit Title, Notify AR

Verify property owner and onsite contact. Click Save → system generates Job Number. Update Job Title to include the Job Number and inspection type. If fee involved, Add Note → Type: ACCOUNTS RECEIVABLE → tag @ARInvoicing: "Please create job in QB Time."

Steps 9–11 — Schedule, Confirm, Update Systems

If date confirmed during call: update Start/End Date and Arrival Timeframe, assign Sales Rep & Field Tech, change status from Lead Request → Scheduled Inspection. Send confirmation email. Update CompanyCam (with aerial photo) and QuickBooks Time (Title = JobNimbus name, Color = Green for Inspections).

Non-Inspection Work Order Setup

Operations · CS / SchedulingPlaceholder Job Records

When to Create

Management has explicitly requested a Non-Inspection work order
A third-party inspection report contains sufficient information to draft a proposal
A proposal/estimate from another roofing vendor has been supplied
A measurement report is available and the scope is clear (e.g., Fascia replacement)
Photos or measurement reports are sufficient to determine the action

Critical Field Settings

Address Line 2: Always leave blank — all info in Address Line 1 only
Onsite Contact / Phone: Always set to N/A
Inspection Type: Always Non-Inspection
Status: Estimate In Progress
Field Tech: Pending
Invoice / Payment Schedule: No Charge

Job Name Format

Format Job [#]: [Work Type] Non-Inspection
Example: Job 99999: Repair Non-Inspection

Non-Inspection must always follow the work type — this is not optional. Consistent naming allows the team to quickly identify these records.

Estimate Request Task

After verifying the work order, create a Task to notify the assigned Sales Rep:

Task Type: Estimate Request
Description: Copy from Job Description; include any hard due dates
Priority: High
Start: now · End: deadline for proposal
Assigned To: Sales Rep name only — no other names
Verify task appears in Tasks widget after saving

Real Estate Agent Inspection Calls

Customer Service · Inspection Scheduling$249 fee · 2–3 day report

Tools used: JobNimbus · PandaDoc · Engage (SMS)

1. Greet & 2. Confirm Contingency + Fee

Wait for confirmation on fee/timeline before collecting more info.

"We do charge a $249 fee for the inspection, which includes a detailed written report. That report is typically delivered within 2–3 business days after the inspection. Does that work for you?"

3. Property & On-Site Contact

Property address
On-site contact: full name, phone, email
Text message preference
Gate code / lockbox / vacant access permission

4. Who's Signing the Inspection Agreement

If agent is signing, send directly. Otherwise, proceed to Step 5.

5. Payer Information (if not the agent)

Full name · Email · Phone · Home address
Confirm text message preference

6. Document Handling & Report Distribution

Agreement sent via PandaDoc. Confirm who should receive the final report (often agent + buyer/seller).

7. Confirm Next Steps

"Once we receive the signed inspection agreement, we'll get the inspection scheduled. The report will be delivered within 2–3 business days of the inspection."

8. Read-Back & Wrap-Up

Confirm: address · on-site contact · gate/lockbox · signer · report recipients · $249 fee · 2–3 day turnaround.

10. Post-Call

Log all info into JobNimbus
Create Contact profiles for new parties; link repeat realtors to existing profiles — no duplicates
Send PandaDoc agreement
If opted in, send PandaDoc link via Engage SMS
Once signed, schedule and send confirmation email/text

Scheduling a Portable Restroom — Drop-Off

Operations · Field SchedulingDiamond Environmental: (760) 744-7191 ext 3

⚠ Same-Day Drop-Off Fee Warning If offered same-day at extra charge, you must decline. Only accept if management has explicitly pre-approved the charge.

Before You Call — Gather

Full jobsite address (Job Address in JobNimbus, not Related Contact address)
Job # from JobNimbus (if PO# requested)
Desired drop-off date — ideally before job start
Onsite contact name and phone (the superintendent)
Drop-off location as determined by the homeowner

Procedure

Confirm the job is starting
Call the portable restroom company — say you need to schedule a drop-off
Lead with the full jobsite address
If asked for PO#, provide JobNimbus Job #
Provide superintendent as onsite contact
For Diamond Environmental: ask for the same unit type 619 Roofing always uses
Provide drop-off location (homeowner's chosen spot)
Decline any same-day drop-off fee
Review order details with the rep — follow along with your own job info
If a labeled photo is requested, follow the rep's instructions and email per their direction
Document confirmed date and any reference number in JobNimbus

After Drop-Off Is Scheduled

Post in CompanyCam project conversation under the Main Job and tag relevant team members with the planned drop-off details.

Scheduling a Portable Restroom — Pick-Up

Operations · Field SchedulingNext-business-day removal

⚠ Same-Day Removal Fee Warning Decline any same-day removal fees. Only accept if management has explicitly pre-approved.

Before You Call — Gather

Full jobsite address (preferred identifier for pick-up)
Job # from JobNimbus (if PO# requested)
Desired pick-up date — next business day

Procedure

Confirm job is finishing (via scheduling meeting or management)
Call portable restroom company
Lead with the jobsite address
If asked for PO#, ask if address alone is sufficient first; if not, give Job #
Request next-business-day pick-up
Decline any same-day fee unless pre-approved
Document confirmed date and reference number in JobNimbus

From the Scheduling Meeting SOP Job completes on a weekday → schedule next business day. Job completes on Friday → call Friday, schedule for Monday.

Scheduling Meeting — Prep, Facilitation & Follow-Up

Operations · Field SchedulingWeekly

Before the Meeting

Print two sets of documents: Pre-filled Weekly Schedule (current overview — confirm copy count with manager) and Blank Weekly Schedules (filled in during meeting).

Conference room setup: turn on company laptop → turn on TV → enable Screen Mirroring on laptop, pair to TV. Test before meeting starts.

During the Meeting — Track These Job Changes

Jobs whose end-dates are being pushed back
Jobs finishing earlier than expected
Jobs that will begin the following week

Customer updates: General (template) vs Tailored (personally written). Don't send any communication without management direction.

After the Meeting — Three Areas

1. JobNimbus. If end-date changed (sooner OR later): update Main Job + all Change Orders. Leave note (Type = Scheduling), tag AR and Office Manager, include reason and updated anticipated end-date.

2. QuickBooks Time. Adjust affected field technician schedules. See QBT SOP.

3. Portable Restroom Removal (if applicable). Job completes weekday → next business day. Friday → call Friday, schedule Monday. Confirm vendor with manager.

Removal Notifications

Email client(s) with planned removal date and pick-up window
Post in CompanyCam project conversation under the Main Job, tag team members

QuickBooks Time — Updating Active Jobs

Operations · Field SchedulingAlways Month View

⚠ ALL changes must be made in MONTH view Do not make schedule changes in any other view.

When Action Is Required

Job ending on planned date — no action
Job finishing sooner — remove remaining shifts
Job finishing later — create new shifts

Job Finishing Sooner

Open Schedule tab → switch to Month view
Locate each future day the job appears
Click shift → Edit → Edit Individual Shift (not "Edit Series") → Trash icon
Repeat for every future date until fully removed

Only delete future shifts. Never delete past or current-day shifts.

Job Finishing Later

Do NOT use "Edit Series" to extend. Crew composition may have changed on certain days, causing duplicates and errors. Always create a new shift.

Create new shift with: Title · Color Code · Start/End Date+Times · Team Members · Customer · Location · Notes. Copy/paste from older entry of the same job is allowed if scope unchanged.

1-day extension: No Repeat — create a single shift
Multi-day extension: Use Repeat with proper recurrences and end date

Internet Outage — Verizon 5G MiFi Hotspot Setup

Office Operations · IT & ConnectivityStored: Office Manager's Office

Network Credentials

Device	Verizon 5G MiFi Hotspot (Portable)
Storage	Office Manager's Office
SSID	Verizon-M1000-0E89
Password	57773b72

Step 1 — Locate & Power

Get hotspot from Office Manager's Office → main office floor. Plug USB into wall adapter → connect to hotspot (blinking white = charging). Press Power.

Step 2 — Confirm Wi-Fi Enabled

Check screen. If "Wi-Fi OFF": Menu → Wi-Fi → toggle Off→On.

Step 3 — Notify Staff

Tell everyone (in person, phone, or email) to disconnect from regular office Wi-Fi and connect to Verizon-M1000-0E89. Send a company-wide message confirming when hotspot is live and when it's turned off.

Step 4 — Connect Desk Phones (per phone)

Menu → Basic Settings → Wi-Fi
Available Networks → choose Verizon-M1000-0E89
Enter password when prompted

Step 5 — Troubleshooting "Too Many Networks"

If hotspot doesn't appear: Menu → Basic → Wi-Fi → Known Networks → choose old/unused network → Options → Delete. Then return to Available Networks.

When Service Is Restored

Power off hotspot. Notify staff to reconnect computers/desk phones to regular Wi-Fi. Return device + cable to Office Manager's Office.

Employee Separation — CSR & Scheduling

Customer Service & SchedulingTriggered by HR email

Procedure

Remove employee from scheduling documents — Calendar Grid and any other active scheduling tools.
If employee was assigned a vehicle: remove from fleet documents going forward. Do NOT delete from previous months — historical accuracy matters.
Remove employee's contact from the emergency cell phone. Whoever sees the email first handles it.
Reply All to the separation email confirming removal from your systems. If a step doesn't apply (e.g., no vehicle), note that in the reply too.

Notes If separation occurred while employee was already off the schedule, some updates may already be done — check first, then confirm in your reply. Always reply all so HR and management have a record. If unsure whether something falls under your responsibility, check with the Office Manager.

Employee Separation — CSR & Safety

Customer Service & SafetyTriggered by HR email

Procedure

Remove employee from active safety documents — safety roster, sign-in forms, ongoing safety records and trackers. Do NOT remove from previous documents listing them during their employment — those records remain intact for historical and compliance purposes.
Remove employee's contact from the emergency cell phone — whoever sees the email first handles it.
Reply All to the separation email confirming removal from your systems. Note any steps that didn't apply.

Notes If separation occurred while employee was already off active duty (e.g., awaiting return-to-work decision), some updates may already be done. Always reply all. If unsure, check with Office Manager.

Phone Reference

Roof Types We Service

What we do, what we don't, and exactly how to talk about it on the phone.

Roofs We Fully Service

Shingle

Asphalt / composition

Repairs
Reroof / replacement
Inspect & estimate
Skylight installation available

Tile

Concrete & clay tile

Repairs
Reroof / replacement
Inspect & estimate
Skylight installation available

Flat Roofing Systems

All flat / low-slope systems

Repairs
Reroof / replacement
Inspect & estimate
Skylight possible — onsite inspection required for curb fabrication

Systems we service:
TPO · PVC · Modified Bitumen (Torch Down) · Silicone Coating · Acrylic (inspections available; silicone upgrade recommended)

Limited / Special Service

Wood Shake

Convert to shingle or tile

Repairs (wood-to-wood)
Reroof with wood materials
Reroof / convert to shingle or tile

Mobile Home Roofs

Metal pan / rolled metal

Repairs
Reroof / replacement
Flashing replacement
Silicone coating only

Foam / SPF

Spray polyurethane foam

Repairs
Reroof / replacement
Maintenance
Silicone coating application only (not a foam/SPF coating)

Roofs We Do Not Service

Metal Roofs

Standing seam / corrugated

Repairs
Metal-to-metal reroof
Reroof / convert to shingle or tile

Talking Points for Callers

Wood Shake

"We don't repair or reshingle wood shake roofs, but we can do a full replacement with shingles or tile — happy to set up a free inspection."

Mobile Home

"We can apply a silicone coating to seal and protect the roof, but we don't do full replacements or flashing work on mobile home roofs."

Metal Roof

"Unfortunately metal roofs aren't something we repair or reroof — that's outside of what we do. I'd recommend reaching out to a metal roofing specialist."

Foam / SPF

"Foam roofs aren't something we typically work with — no repairs, no reroof, no maintenance. The only thing we could offer is a silicone coating application — not a foam or SPF coating."

Employee Reference

Roofing Dictionary

Industry terminology written for practical use — not textbook definitions. Whether you're handling a customer call, scheduling, estimating, or out in the field, knowing the language of roofing makes every interaction smoother.

Jump to letter A B C D E F G H I L M N O P R S T U V W

Aggregate

Crushed stone, gravel, or granules applied to the surface of a built-up or modified bitumen roof system for UV protection and durability.

ASTM Standards

American Society for Testing and Materials standards — the quality/performance benchmarks that roofing materials must meet (e.g., ASTM D6222 for APP modified bitumen).

APP (Atactic Polypropylene)

A plastic polymer modifier added to bitumen to create modified bitumen membranes with excellent UV resistance and heat tolerance.

Base Sheet

The first ply of a multi-ply roofing system, mechanically fastened or adhered to the deck. It acts as the foundation layer beneath subsequent plies or cap sheets.

Bitumen

A tar-like, petroleum-based material used in built-up and modified bitumen roofing. It provides waterproofing and adhesion between plies.

Blister

A bubble or raised section in a roofing membrane caused by trapped moisture or air between layers. Can compromise membrane integrity if not repaired.

Built-Up Roofing (BUR)

A traditional flat roof system made of multiple alternating layers of bitumen and reinforcing fabric (felts), topped with aggregate or a cap sheet.

Cap Sheet

The top-most ply in a modified bitumen roofing system — typically a granule-surfaced or smooth membrane that provides the weather-facing surface. Applied via torch, cold adhesive, or self-adhesive.

Coping

A cap or cover installed at the top of a parapet wall to protect it from water infiltration. Usually metal (aluminum or galvanized steel).

Counterflashing

Metal flashing embedded or inserted into a vertical surface (wall, curb, chimney) that overlaps the base flashing below, directing water away from the joint.

Cricket

A peaked, diverter structure built behind a chimney or large curb to redirect water around the obstruction and prevent ponding.

Curb

A raised frame (typically wood or metal) that elevates a rooftop unit — such as an HVAC unit, skylight, or exhaust fan — above the roof surface to prevent water intrusion.

Dead Load

The permanent static weight a roof structure must support — the weight of the roofing materials themselves, insulation, and any permanent equipment.

Deck

The structural surface to which the roofing system is applied. Common types: plywood, OSB (wood), concrete, or steel/metal decking on commercial buildings.

Drip Edge

A metal flashing installed along the eaves and rakes of a roof to direct water away from the fascia and into the gutter. Required by most building codes.

Dry-In

The stage of a roofing job when the structural deck is protected from weather by installing underlayment or base sheet. The roof is considered "dried in" before finish materials are applied.

Eave

The lowest horizontal edge of a sloped roof that overhangs the exterior wall. The starting point for shingles, underlayment, and drip edge installation.

EPDM (Ethylene Propylene Diene Monomer)

A synthetic rubber roofing membrane widely used on low-slope commercial roofs. Known for durability, flexibility in cold weather, and ease of repair.

Exposure

The portion of a roofing material (shingle, tile, slate) that is visible after installation — not covered by the overlapping course above it.

Fascia

The vertical board running along the eave line of a roof, typically covering the rafter tails. Gutters are usually attached to the fascia.

Felt (Felt Paper)

Asphalt-saturated organic or fiberglass mat used as an underlayment between the deck and finish roofing. Common weights: #15 and #30 felt.

Field

The main body or center area of a roof — as opposed to the edges, ridges, hips, or valleys. "Field membrane" refers to the primary waterproofing layer.

Flashing

Sheet metal or other material installed at transitions, penetrations, and edges to prevent water intrusion. Types include base flashing, counterflashing, step flashing, and valley flashing.

Flat Roof

A roof with minimal slope (typically 1/4:12 to 2:12) requiring specialized waterproofing systems such as TPO, EPDM, modified bitumen, or silicone coatings.

Granules

Small mineral particles — ceramic-coated, reflective, or natural — embedded in the surface of cap sheets and asphalt shingles. Provide UV protection, fire resistance, and color.

Gravel Stop

A metal flashing profile installed at the perimeter edge of a flat roof to contain aggregate or ballast and provide a finished edge detail.

Gutter

A channel (aluminum, galvanized steel, copper, or vinyl) installed along the eaves to collect and redirect rainwater away from the building's foundation.

Hip

The external angle formed at the intersection of two adjacent sloped roof planes. Hip roofs have hips on all sides rather than gable ends.

Hip Cap

Shingles or pre-formed material specifically applied along the hip of a roof. On modified bitumen systems, hip caps are torched in place.

Hot Mop

The process of applying hot, molten bitumen (asphalt or coal tar) using mops to build up plies on a BUR or modified bitumen system. Also called "Hot Applied."

Ice and Water Shield

A self-adhering waterproof membrane installed under roofing at vulnerable areas (eaves, valleys, penetrations). Seals around fasteners to prevent water infiltration from ice dams or wind-driven rain.

Interply

The bitumen layers between the plies (felts) in a built-up roofing system. Proper interply adhesion is critical to system integrity.

ISO Board (Polyisocyanurate)

The most common rigid insulation board used in commercial roofing. Provides a high R-value per inch and serves as the thermal barrier between the deck and the waterproofing membrane.

Lap

The portion of a roofing ply, membrane, or shingle that overlaps the adjacent piece. Proper lap dimensions are critical for watertight installation.

Lap Seam

The joint or seam created where one sheet of membrane overlaps another. On TPO and EPDM systems, seams are heat-welded or adhered. On modified bitumen, they are torched.

Live Load

Temporary weight a roof must support beyond its own structure — such as workers, equipment, snow, or rainwater accumulation.

Membrane

A continuous, flexible waterproofing layer — the primary weather barrier of a low-slope roofing system. Common membrane types: TPO, EPDM, PVC, and modified bitumen.

Modified Bitumen

An asphalt-based roofing membrane enhanced with polymer modifiers (APP or SBS) for improved performance. Applied by torch, hot mopping, cold adhesive, or self-adhering methods.

Moisture Scan / Infrared Survey

A diagnostic procedure using infrared thermography to detect trapped moisture within roofing insulation layers without destructive testing.

NRCA

National Roofing Contractors Association — the leading industry trade association that publishes installation guidelines, standards, and best practices used industry-wide.

Night Seal / Night Cap

A temporary waterproofing measure applied at the end of a workday to protect open or incomplete roof areas from weather overnight.

OSB (Oriented Strand Board)

An engineered wood panel commonly used as roof decking. Composed of compressed wood strands bonded with adhesive. Less expensive than plywood but more susceptible to moisture damage.

Overhang

The portion of the roof that extends beyond the exterior wall. It protects walls and windows from rain and helps shade the building.

Parapet Wall

A low wall at the perimeter of a flat or low-slope roof that extends above the roof deck level. Requires coping and proper flashing details.

Penetration

Any object passing through the roof plane — pipes, conduit, HVAC equipment, skylights, vents. Every penetration is a potential leak point and requires proper flashing and sealing.

Pitch

The steepness of a roof expressed as a ratio of vertical rise to horizontal run — e.g., 4:12 means the roof rises 4 inches for every 12 inches of horizontal run.

Ply

A single layer of roofing felt or membrane. Built-up roofing systems are described by the number of plies (e.g., 3-ply, 4-ply BUR).

Ponding Water

Water that remains on a flat or low-slope roof for more than 48 hours after precipitation. Indicates drainage problems and accelerates membrane deterioration.

Primer

A preparatory coating applied to surfaces before flashing, sealant, or membrane adhesion. Improves bond strength between the roofing material and the substrate.

R-Value

A measure of insulation's thermal resistance — the higher the R-value, the better the insulation. Energy codes often specify minimum R-values for roofing systems.

Rake

The sloping edge of a gable roof that runs from the eave to the ridge. Often finished with a rake board or edge metal.

Re-Roof

The complete or partial removal and replacement of an existing roofing system. A re-roof restores full waterproofing integrity as opposed to a repair or overlay.

Ridge

The horizontal peak at the top of a sloped roof where two opposing planes meet. Ridge caps (shingles or metal) are installed to weatherproof this joint.

Ridge Vent

A continuous ventilation strip installed along the ridge of a sloped roof that allows hot, moist air to escape from the attic space.

Roll Roofing

An economical asphalt-based roofing material that comes in rolls — typically used on low-slope residential roofs, sheds, or as flashing material.

SBS (Styrene-Butadiene-Styrene)

A rubber-based polymer modifier used in modified bitumen membranes. SBS membranes are flexible and highly resistant to low-temperature cracking. Commonly torch-applied.

Seam Weld (Heat Weld)

On thermoplastic membranes (TPO, PVC), seams are fused together using hot air welding equipment. A proper seam weld creates a bond stronger than the membrane itself.

Self-Adhered Membrane (SA)

A roofing membrane with a factory-applied adhesive on the underside — no torch or heat required. Peeling the release liner activates adhesion to the substrate.

Silicone Coating

A liquid-applied, UV-stable elastomeric coating sprayed or rolled over an existing roofing system to restore waterproofing. Silicone remains flexible, resists ponding water, and does not harden over time.

Slope

The incline of a roof surface. Flat/low-slope: under 2:12. Steep-slope: 4:12 and above. Slope dictates which roofing systems are appropriate.

Soffit

The underside of the roof overhang, visible from below. Often perforated or vented to allow air intake into the attic (intake ventilation).

Spud (Spudding)

The process of scraping or chipping off gravel, aggregate, or existing membrane from a roof surface before applying a new system or coating.

Starter Strip

The first course of shingles or cap sheet installed at the eave — typically a cut-down course — to seal the bottom edge and prevent wind uplift.

Substrate

The surface or layer on which the next roofing component is applied. Could be the deck, insulation board, base sheet, or existing membrane.

Tapered Insulation

ISO or EPS insulation boards manufactured with a built-in slope to promote drainage on flat roof systems. Used to achieve proper pitch and eliminate ponding water.

Tear-Off

Complete removal of the existing roofing system down to the deck before new materials are installed. Tear-offs allow full deck inspection and eliminate multiple roof layers.

Termination Bar

A metal or plastic bar used to secure and seal the top edge of a roofing membrane at flashings, walls, or curbs. Fastened mechanically and sealed with caulk.

Torch Applied

A method of installing modified bitumen membranes using an open-flame propane torch to heat the membrane's underside, melting the bitumen and bonding it to the substrate. Requires trained applicators and fire watch.

TPO (Thermoplastic Polyolefin)

A single-ply, heat-weldable roofing membrane widely used in commercial flat roofing. White TPO reflects solar energy (cool roof), reducing energy costs. Seams are hot-air welded.

T-Top / Inverted T-Seam

A three-way seam intersection in a membrane installation where edges of multiple sheets meet. Must be properly heat-welded and sealed to prevent leaks at this high-risk detail.

UL Listed

Underwriters Laboratories certification indicating a roofing product has been tested and meets established safety and performance standards for fire resistance and wind uplift.

Underlayment

A layer of protective material (felt, synthetic, or self-adhered membrane) installed between the roof deck and the finish roofing product. Provides a secondary moisture barrier.

UV Degradation (Ultraviolet)

The breakdown of roofing materials caused by prolonged exposure to sunlight. UV radiation causes oxidation, cracking, and premature failure — especially in unprotected bitumen surfaces.

Valley

The internal angle where two sloped roof planes meet. Valleys channel large volumes of water and are a common source of leaks if not properly flashed or waterproofed.

Vapor Barrier / Vapor Retarder

A layer (plastic sheet, foil, or membrane) that resists the passage of water vapor. Installed to prevent moisture from migrating through roof assemblies, which can cause insulation damage and mold.

Vent Pipe Flashing

Pre-formed or field-fabricated boot/flashing installed around pipe penetrations through the roof. Must be properly sealed to prevent water infiltration around the pipe.

Waterproofing

Any system or treatment designed to make a surface impervious to water. In roofing, this includes membranes, coatings, sealants, and proper flashing details working together as a system.

Wind Uplift

The upward force exerted on a roof by wind pressure — a major cause of roofing failure. Fastener patterns, membrane attachment methods, and edge details are designed to resist specific wind uplift ratings.

CSR Quick Reference

Roof Certification

An official document issued by a licensed and bonded roofing contractor confirming the condition of a roof. Every certification starts with a water test — walk callers through the steps below.

The Process

1. Schedule Water Test — $349

A licensed and bonded technician visits the property and performs a water test using a hose. Thermal cameras may also be used. The tech inspects for leaks, ventilation, drainage, flashings, and roof material condition (shingles, tiles, metal, etc.).

2. Roof Passes or Fails

After the water test, the roof either passes or fails. See outcomes below for what happens next in each case.

3. Certification Issued — $495

Once roof passes, certification proceeds — starting at $495 for first year. Official certificate documents the pass and term length. Buyers, agents, lenders, or property managers can use it as proof of roof condition.

Outcomes After Water Test

✓ Pass

We move forward with certification
Starting at $495 for the first year
Official certificate issued showing roof passed and certification term length

✗ Fail

Our team provides photos of issues found
An estimate is given for recommended repairs
Repairs must be completed by us
Once repaired, roof is re-tested

Important If the roof fails and repairs are needed, those repairs must be completed by 619 Roofing (License #1040539). If the customer uses a different contractor for the repairs, the entire process starts over — including a new water test.

Pricing at a Glance

Water Test

$349

Required first step for all certifications

Certification (Year 1)

$495

Only applies if roof passes water test

Repairs (if fail)

Varies

Estimate provided after water test; must be done by 619 Roofing

Key Points to Remember

Every certification starts with a water test — no exceptions
Water test is $349; certification starts at $495
Tech checks: leaks, ventilation, drainage, flashings, and roof materials
If the roof fails, we must do the repairs — or the process restarts
Thermal cameras may be used during the water test
Certification is issued only after the roof passes the water test

CSR Quick Reference

Temporary Tarping Services

Pricing, ground rules, and answers to the questions customers ask most often. Confirm current pricing with Management before quoting any flagged item.

Ground Rules Pricing covers ONE single affected location only. We do NOT tarp entire roofs. Anything requiring Management approval must be confirmed before quoting.

Pricing

Residential & Commercial

Sloped Roof$799

Each additional sloped location+$249

Flat Roof$1,000

Each additional flat location+$249

HOA Properties (Pitched & Flat)

HOA tarping (any roof type)$1,000

Each additional location+$349

⚠ Management Approval Required — Do Not Quote

Travel fees (outside San Diego)$100–$150

Large homes & commercial buildingsVaries

Common Customer Questions

Q: Can you tarp the entire roof?

No. We only tarp single, affected areas.

Q: Can you tarp over solar panels?

Yes. Advise the customer that panels will lose production while tarped.

Q: Will the tarp stop the leak?

Not guaranteed — roof conditions underneath aren't visible from the exterior.

Q: Will you come back to remove the tarp?

No. It's a one-time service. Any return visit is an additional fee that Management must confirm.

Before deploying any tarp Three things must be in place: customer understands it's temporary, they've accepted the fee, and they've signed the Temporary Tarp Agreement. Tarp scheduling is first-come, first-served — coordinate with the superintendent before locking in a time.

619 Roofing · CSLB License #1040539 · Internal Reference · Confirm current pricing with Management

Quick Reference

Gutter Requests

Three request types, three different paths. Know which one you're handling before quoting or scheduling.

Gutter Cleaning

How handled: Get customer address. Sales team determines price. Ballpark: $500–$900 depending on square footage. No on-site visit needed.
Photos & media: Helpful but not required. Ask if they have any to send.
Talking point: Let them know the rate may change based on sq ft after review.
Work order: ✓ Required — create WO before sending inspector or quoting from photos

Gutter Repair

How handled: No on-site visit needed. Quote based on photos, video & address. Photos/video REQUIRED to quote.
Photos & media: Required — must submit before quoting. No submission = no quote.
Talking point: We don't cut out a small section — we replace the FULL stretch of the gutter line. This prevents future leaks in that section.
Work order: ✓ Required

New Install / Full Replacement

How handled: On-site inspection required. Assign to Mikey or Osvaldo. Inspector handles photos, measurements & roof check.
Photos & media: Not needed upfront. Inspector will capture on-site.
Talking point: Mikey & Osvaldo will coordinate with the gutter tech. Roof can be inspected at the same time.
Work order: ✓ Required

Send Photos & Videos To

📧 Email: info@619roofing.com

📱 Text: 619-614-8874

Use Engage for communication tracking. Document additional notes in the Work Order.

Tip

Even if a customer doesn't move forward, the Work Order is your paper trail for communication & notes.

Reference Guide

JobNimbus Job Statuses

What every status means and when to use it. Statuses are grouped by phase — from initial lead to final payment.

Status	What It Means
Lead & Inspection
Lead Request New	A new job has been created in JobNimbus. The job is in its beginning stage and ready to be scheduled for an inspection.
Scheduled Inspection Scheduled	Inspection confirmed with the customer. Timeframe set, confirmation email sent, technician's schedule updated. Start/End dates should be correctly reflected.
Re-Schedule Inspection Rescheduled	Original inspection canceled and rebooked for a different time after it had already been confirmed. Start/End dates updated to reflect new timeframe.
Canceled Canceled	Inspection was canceled — by customer or by 619 Roofing. No active scheduling associated with this job.
Estimating
Estimate in Progress In Progress	Sales rep is actively drafting the estimate. Not finalized or sent yet — do not follow up at this stage.
Estimate Revision Revision	Sales rep is revising a previously sent estimate — for customer feedback or to improve chances of winning the job.
Estimate Complete and Sent Sent	Estimate finalized and sent via JobNimbus or Outlook. Ball is in the customer's court.
Additional Recommendation Secondary Est.	A secondary estimate sent alongside the primary scope (e.g., Roof Repair alongside originally requested Roof Maintenance).
Negotiation and Commitment Negotiating	Customer indicated they're doing a final review and plan to sign soon, or rep and customer are discussing modifications to scope or pricing.
Active Jobs
Won Won	Estimate and full contract have been signed. Job approved and ready to be scheduled for production.
Scheduled Approved Work Scheduled	Won job assigned a tentative start date — during scheduling meeting or by management. Start/End dates reflected correctly.
Re-Schedule Approved Work Rescheduled	Approved Work was previously scheduled and moved to a different date. Signals timeline shift. Start/End dates must be updated.
In Progress Active	Work has started and is currently underway. Crew is on-site or job is actively being worked. Start/End dates reflect current timeframe.
Change Order Change Order	A Change Order job that ties into a Main Job. Document sent to customer for review and signature — pending sign-off. Start/End dates reflected.
Completion & Billing
Job Completed Completed	All approved work completed. Also applies to warranty inspections, warranty repairs, and fee-based jobs. Signals accounting team to send the invoice.
Pending Payment Pending	Accounting team has sent the invoice; payment is still outstanding. Follow up as needed — there's an open balance.
Paid Paid	Customer paid in full. Job completely closed out with no outstanding balance.
No Charge Closed No Charge	Work order is closed and no charges apply. No further updates unless documenting a follow-up call/message.
Closed / Inactive
Lost Lost	Customer confirmed they will not be signing the estimate and will not be moving forward at this time.
Internally Closed Internal	Work order was closed for internal reasons before any scheduling or appointment. No external action by the customer.
Terminated Terminated	Project or contract permanently canceled — either 619 Roofing ended the relationship, or customer submitted their 3-Day Notice to Cancel.

Customer Service · March 2026

Work Order Standards

Every work order we create starts the journey for inspecting, estimating, production, and billing. Clean inspection-level information sets up every department after us for success.

This isn't about extra steps It's about polishing the work order after the call so the basics are tight, consistent, and professional. A relaxed tone with customers is great — but written work in the CRM needs to be clean. Use spell check before saving.

1. Job Titles

Formatting Rules

The word "Inspection" must always be included for leak, repair, and re-roof inspections
Use parentheses to identify the specific leak location when there is one location
The straight-line divider | separates HOA names, commercial buildings, or contract/vendor networks
For multiple leak locations: use "x" followed by the number (e.g., "Leak Inspection x 2"). List the actual locations in the Job Description, not the title.

Correct Examples

✓ Correct

Leak Inspection

Simple leak, no special details

✓ Correct

Leak Inspection (Bedroom) | Pacific Ocean HOA

Single location + HOA name

✓ Correct

Leak Inspection x 2

Multiple leaks, locations in description

✓ Correct

Leak Inspection x 2 | EOS Fitness Center

Multiple leaks + commercial

✓ Correct

Re-Roof Inspection | Commercial Building

Re-roof with building type

✓ Correct

Re-Roof Non-Inspection

No physical inspection needed

✓ Correct

Repair Non-Inspection

Repair, no physical inspection

Incorrect Examples

✗ Wrong

Leak inspecton

Misspelled

✗ Wrong

Leak Inspection Bedroom Closet Bathroom

Multiple locations belong in description

✗ Wrong

Leak - Pacific Ocean HOA

Missing "Inspection" and wrong divider

✗ Wrong

Re-Roof inspection/ Pacific Ocean HOA

Use "|" not "/"; capitalize Inspection

2. Field Standards

AOnsite Contact

Include the contact's title, separated by the | divider. If only first name is available: format as Sara (pending information) and note in the Job Description why information is limited.

BInvoice & Payment Schedule

No fee: "No Charge" on both fields
Fee involved: "Pending" for Invoice, appropriate option for Payment Schedule
Unsure? Ask your manager.

CAcct | Est | Pack

The person(s) receiving the estimate and/or responsible for inspection fee payment. Copy/paste first name, last name, and title. Multiple people: separate with commas.

DWork Order / PO Number

Numbers only. Do not include the "#" symbol. If document shows "#12345," enter 12345. This makes searching for WO PDFs in JobNimbus easier.

EInspection Notes (UPDATED)

Abbreviations no longer needed. Include short, relevant notes (one to two sentences max). Always include initials and date in parentheses at the end.

"Customer asked us to call them back after 2/1/26 – AL (1/25/26)"

FWork Notes

At the inspection level, this field must be left blank. Estimating and Management update it as related to Won and In-Progress jobs. Do not enter info here during intake.

3. Job Description

What inspectors rely on. Detailed, clear, and written so anyone can understand. No shorthand.

Google Maps / Earth Requirement

Have Google Maps or Google Earth open while on the phone. Look at the property and note any items visible on the roof — solar panels, pool thermals, AC units, satellite dishes.

Ask if the leak/concern is near any of those items
Even if customer says no, still note that items are on roof but unrelated to issue
Water can travel from open penetrations near these items

Additional Questions

How old is the roof?
Have any contractor or self-repairs been made in the past?
Does the home have an attic or crawl space?

Important If adding notes, do NOT erase any previous information left by someone else. Shift existing notes down and add yours toward the bottom.

4. Job Statuses

Situation	Correct Status
Work order created, no inspection date confirmed	Lead Request
Inspection is scheduled during the call	Scheduled Inspection

5. Job Type

Different types follow different workflows. Residential, Commercial, HOA, Apartment, and Contractor Network jobs each have unique processes for scheduled billing, annual maintenance check-ins, and internal tracking. Must be correct every time. If unsure, ask your manager before saving.

6. Primary & Related Contacts

At the inspection level, Primary Contact = the person responsible for receiving the estimate or making payment. Multiple people involved? Use Acct | Est | Pack.

Contract Network Jobs (AHS, HGHW, ASI)

The contract network's Contact Profile must be linked to the job and set as the Primary Contact.

Related Contacts Every contact associated with the work order must be tied to each other as a Related Contact once the work order is complete. This step must be done at the end of the call once all info is entered.

8. Inspection Follow-Up Category (NEW)

Follow-up dates and notes are now recorded in this new category. On the day you attempt a follow-up (excluding the initial call), select the date you made the follow-up and leave the related note in the corresponding Follow-Up Note field.

Always include initials at the end of every follow-up note.

Example

"Left a voicemail to call us back – AL"

Example

"Voicemail inbox was full. Could not leave a message – AL"

Post-Call Work Order Checklist

Team Directory

Names, titles, extensions, direct lines, and email — for the entire 619 Roofing team.

Name	Title	Direct	Ext.	Email
Eric Lopez	Owner / President	(619) 609-0198	102	elopez@619roofing.com
Melissa Lopez	Co-Owner / VP	(858) 925-8479	114	mlopez@619roofing.com
Pedro Ramirez	Superintendent	(619) 823-2018	101	pramirez@619roofing.com
Alex Lopez	Office Manager	(619) 609-0296	106	alopez@619roofing.com
Joselin Sumano	HR Generalist	(619) 609-0284	104	jsumano@619roofing.com
Chris Guzman	Staff Accountant	(619) 631-4638	116	cguzman@619roofing.com
Omar Guzman	Estimating & CS Coordinator	(619) 609-0205	100	oguzman@619roofing.com
Adriana Guerrero	CS & Scheduling Coord.	(619) 609-0239	107	aguerrero@619roofing.com
Karina Ramirez	CS & Inspection Coord.	(619) 609-0089	115	kramirez@619roofing.com
Victoria Cavazos	Accounts Receivable	(619) 609-0290	105	vcavazos@619roofing.com
Miguel Nava	Estimator	(619) 677-6800	117	mnava@619roofing.com
Osvaldo Cuellar	Estimator	(619) 609-0190	108	ocuellar@619roofing.com

Office address 909 Rancheros Dr, San Marcos CA 92069 · Main: (619) 609-0214 · info@619roofing.com · CSLB License #1040539

Vendors & External Contacts

Approved partners for portable restrooms, fleet maintenance, and supplies.

Vendors

Name	Service	Address	Phone
Diamond Environmental	Portable Restroom Vendor	—	(760) 744-7191 · ext 3
Mi Reyna Tortilleria	Breakfast Supplier (Safety Meetings)	426 W 2nd Ave #E, Escondido, CA 92025	(760) 781-5654

Fleet Partners

Name	Service	Address	Phone	Contact
SoCal Auto	Mechanic	855 Rancheros Dr STE B, San Marcos, CA 92069	(760) 889-4884	Chris Deatrick (owner)
SoCal Smog	Smog Partner	855 Rancheros Dr, San Marcos, CA 92069	(760) 290-3019	—
Urban Tires – Vista	Wheel Alignments	1130 N Melrose Dr, Vista, CA 92083	(760) 295-1803	Junior
Grace Auto Glass	Windshield Repair & Replacement	2120 W Mission Rd UNIT 210, Escondido, CA 92029	(760) 465-4444	Joe
Shorty's Tires	Tire Repairs & Replacements	508 N Quince St, Escondido, CA 92025	(760) 735-8052	—
Quality Chevrolet	Mechanic	1550 Auto Park Way N, Escondido, CA 92029	(760) 745-7221	—

Everything the office team needs, in one place.

Jump to a workflow

Two tabs open before the phone rings

A clean intake saves a follow-up call

Call Intake

Set up your workspace

Toggle between tabs to:

After you confirm the address, scan the aerial view for:

First, confirm

If it looks like an HOA community

If they're unsure

Always ask

Temporary tarp services

Caller type — any of these

Ask

JobNimbus steps

Always ask

Fees & timing — explain up front

Responsibility & payment — confirm

If the home buyer is responsible

Before you end the call, confirm every item below

Call Intake Wizard

Phone Script Library

Post-call checklist

Post-call checklist

Post-call checklist

Post-call checklist

Post-call checklist

Post-call checklist

Standard Operating Procedures

Purpose

Step 1 — Create a New Job

Step 2 — Complete the Intake Form

Step 3 — Customize Job Details

Step 4 — Custom Fields

Steps 5–8 — Confirm, Save, Edit Title, Notify AR

Steps 9–11 — Schedule, Confirm, Update Systems

When to Create

Critical Field Settings

Job Name Format

Estimate Request Task

1. Greet & 2. Confirm Contingency + Fee

3. Property & On-Site Contact

4. Who's Signing the Inspection Agreement

5. Payer Information (if not the agent)

6. Document Handling & Report Distribution

7. Confirm Next Steps

8. Read-Back & Wrap-Up

10. Post-Call

Before You Call — Gather

Procedure

After Drop-Off Is Scheduled

Before You Call — Gather

Procedure

Before the Meeting

During the Meeting — Track These Job Changes

After the Meeting — Three Areas

Removal Notifications

When Action Is Required

Job Finishing Sooner

Job Finishing Later

Network Credentials

Step 1 — Locate & Power

Step 2 — Confirm Wi-Fi Enabled

Step 3 — Notify Staff

Step 4 — Connect Desk Phones (per phone)

Step 5 — Troubleshooting "Too Many Networks"

When Service Is Restored

Procedure

Procedure

Roof Types We Service

Roofs We Fully Service

Limited / Special Service

Roofs We Do Not Service

Talking Points for Callers

Roofing Dictionary

Roof Certification

The Process

Outcomes After Water Test

✓ Pass