JOB SUMMARY
The Assistant Customer Service Manager assists and participates in the conceptual development of a construction project. They assist the Customer Service Manager with scheduling, and implementation of a project. This consists of scheduling each project in logical steps and budgeted time required to meet deadlines. They are responsible for coordinating with specialty contractors that may be required to complete each project. The Assistant Customer Service Manager assists in inspecting and reviewing projects to monitor compliance with safety codes and other regulations.
SUPERVISORY RESPONSIBILITIES
All assigned field employees report directly to this position in the absence of the Customer Service Manager.
GENERAL EXPECTATIONS
Employees are expected to follow Crownco’s Employee Handbook that will protect the interests and safety of all employees, the company, and our clients. All field employees are required to have a working phone and management will be provided a company phone. All employees are required to have access to email.
DUTIES & ESSENTIAL JOB FUNCTIONS
- Assist with scheduling jobs between homeowners and clients.
- Assist managing warranty jobs as assigned.
- Daily supervision of projects and employees/direct reports as assigned in Customer Service Manager’s absence.
- Assist with overseeing water intrusion testing.
- Weekly review of invoices in Customer Service Manager's absence.
- Contact employees daily by phone and email to schedule daily work operations.
- Assist manager with generating or reviewing invoices for jobs completed.
- Conduct safety inspections as assigned.
- Problem solving and client liaison with homeowners and/or clients.
- Correspond with insurance providers and TPA's.
- Follow 6 Step Procedures.
- Review resumes and assist with interviews.
- Daily, weekly, and, monthly contact with clients.
- Receive and direct EMS after-hours call.
- Contact Reps and update aging.
- Homeowner satisfaction survey follow-ups.
- Evaluate new projects and warranty jobs.
- Review and approval of subcontractors work orders and invoices.
- Review employee daily work order, time sheets and materials purchases.
- Daily review of employee’s paperwork.
- Follow up on late paperwork.
- Employee scheduling assistance.
- Send Manpower Thread with employees who aren’t scheduled.
- Assist with invoicing and remediation invoicing.
- Complete weekly expenses reports for company credit cards and fuel cards.
- Maintain and submit paperwork at a billing level that equates to 50% billable 50% office time.

QUALIFICATIONS

• High school diploma or GED preferred, or will accept equivalent work experience.
• Ability to use basic hand and trade tools.
• Ability to match paint for interior drywall and exterior trim.
• Minimum 5-years hands on journeyman experience.
• General construction/contractor knowledge is a PLUS!
• Valid driver's license and auto insurance.
• Reliable transportation to and from work.
• Ability to successfully pass pre-employment drug screening & background check.
• Must be authorized to work in the U.S. ( Crownco participates in E-Verify )

PHYSICAL REQUIREMENTS

• Ability to work full-time in the outside elements (heat & cold).
• Ability to climb stairs, scaffolding, ladders, bend, stoop, crawl, squat, reach and move 6 hours at a time.
• Ability to lift, move, and/or carry items which may be in excess of 50 lbs.
• Finger dexterity and mobility to walk on uneven terrain.

BENEFITS

• PTO
• Health insurance
• Dental insurance
• Vision insurance
• 401k plan
• Paid holidays

Job Title: Assistant Customer Service Manager

Department : Warranty

Hourly Range: DOE

Status : Full Time/Hourly (non-exempt)

Shift Hours: Varies per job but usually 8 hour shifts Monday - Friday with possible overtime

Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of all activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

EEO
In accordance with state and federal laws, Crownco Inc. EEO policy prohibits unlawful discrimination, harassment, intimidation, or coercion in employment, and provision of services based on age (over 40), race, sex, color, religion, national origin, political affiliation, ancestry, marital status, sexual orientation, pregnancy, childbirth or related medical condition, or disability. Crownco Inc. is also fully committed to protecting employee rights under the Family Medical Leave Act (FMLA) and the California Family Rights Act (CFRA).