What are the responsibilities and job description for the Field Customer Service Representative position at 123 Exteriors?
Job Description
Job Description
Description :
The Field Customer Service Representative acts as a field-based project manager and customer advocate, providing personalized on-site support throughout construction projects. This role combines project management expertise with exceptional customer service skills to ensure successful project completion within their designated geographic territory.
REQUIRED : KEY RESPONSIBILITIES
Project Oversight :
Conduct construction meetings with Property Owners to set expectations and review project scope
Perform regular site visits to monitor project progress and quality
Coordinate with crew leaders, inside customer service reps, field repairs tech to maintain project timelines
Document and photograph project milestones
Update ERP with communications, photos, and documentation provided by Property Owner or crews
Customer Experience Management :
Serve as additional point of contact for Property Owners throughout field trade lifecycle
Proactively address customer concerns and provide real-time project updates
Facilitate on-site communication between crews, property owners, and internal employees
Guide customers through each phase of their project
Quality Control :
Conduct pre and post-project inspections
Ensure work meets company standards and customer expectations
Document and coordinate punch list items, small repairs as needed
Facilitate warranty walk-throughs and follow-up
Field Operations Support :
Manage site logistics
Identify and resolve potential project delays or issues
Support crew needs and resource requirements
Manage truck inventory for miscellaneous project items
Review and approve labor invoices & receipts from subcontractors
Track and report special pay circumstances
Sales Operations Support :
Conduct thorough on-site inspections for MRP, PURE, and Inside Sales follow accurately documenting property damage and required repairs
Adhering to TPA guidelines
Maintain excellent communication with homeowners during inspection
Ensure all documents and picture are uploaded to Blaze
Communicate with MRP leaders with any issues or changes
This is a field position and will revolve around job site travel up to 90% of time
Additional Duties as Assigned
Requirements :
REQUIRED : QUALIFICATIONS
Education : Associates degree preferred; equivalent experience in construction / project management accepted
3 years in construction project management or customer service
Experience with construction processes
Valid driver's license and clean driving record
Strong project management and problem-solving abilities
Excellence in face-to-face customer interaction
Proficiency in project management software and mobile applications
Knowledge of construction practices and safety requirements
Must be able to pass a criminal background check, have a valid driver’s license and a clear drug screen
REQUIRED : KEY PERFORMANCE INDICATORS (KPIS)
Quality Score Card
Customer Satisfaction (CARE)
Project Service Rate
REQUIRED : WORKING CONDITIONS
Hours : 40 hours weekly
Location : to be performed at Elite location
Travel : Extensive travel to job sites up to 90% of time
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