Precise Systems (MD)
North American Roofing is a commercial roofing contractor focusing on the Southeast U.S. We are expanding our Customer Experience team and seek a dynamic individual capable of providing exceptional service to our customers. Our expertise includes low slope, no slope, and commercial roofs.
This role is hybrid, with three days per week in our Tampa office.
Job Duties include:
Answer incoming customer service calls or emails promptly.
Maintain assigned customer accounts and serve customers across different regions or groups as needed.
Check daily on assigned accounts and queues.
Escalate service calls that do not meet SLA requirements.
Create dispatch or contract entries in the service database when additional work is requested.
Request NTE increases and ensure proper documentation and signatures on contracts.
Handle permitting, COIs, and bonds for contract jobs.
Issue subcontracts to ACNs as needed.
Record communication details and work order progress in the respective systems and client portals.
Monitor portals for client communication, alert team members, and update records accordingly.
Address service calls within the designated timeframe.
Follow up with customers post-service call via phone.
Collaborate with team members to gather data for client requirements.
Provide client reporting, weekly updates, and monitor portal scorecards.
Participate in customer conference calls.
Create and send approved invoices to customers.
Track project progress and communicate updates to ensure timely completion within SOP.
Upload invoices into client portals and submit non-portal invoices as needed.
Work with accounting to expedite aging invoices and escalate rejected invoices.
Update procedures and portal sheets regularly.
Submit capital proposals via client software.
Participate in on-call duties during rotation.
Analyze processes and recommend improvements to enhance customer experience.
Skills and Qualifications:
High school diploma or equivalent.
At least 1 year experience in a customer service role.
Experience in commercial roofing or construction preferred.
Proficient in Microsoft Excel and Word.
Strong communication skills.
Excellent organizational and multi-tasking abilities.
Ability to perform in a hybrid office environment, including manual tasks and data entry.
This job posting is active and accepting applications.
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