Customer Fulfillment Specialist

Summary :

As a Customer Fulfillment Specialist, you will deliver the highest quality service to all Long Home customers. You will support the Operations team by managing customers from the time installation materials are ordered to the completion of the project. The Customer Fulfillment Specialist is focused on scheduling order delivery and installations, collecting funds, and ensuring customer satisfaction

Company Overview :

At Long Home, we believe in delivering excellence to our customers and investing in the growth of our employees. Established with a commitment to quality craftsmanship and superior customer service, we have become a trusted name in the home improvement industry. Specializing in premium windows, doors, roofing, siding, and bathroom remodeling, we strive to enhance the beauty, comfort, and value of every home we serve.

Our mission is to provide homeowners with high-quality products and unmatched customer experience. We achieve this through innovative solutions, dedicated team members, and a culture that fosters collaboration, integrity, and professional growth.

As a rapidly growing company, Long Home offers employees the opportunity to work in a dynamic and supportive environment. We are passionate about creating pathways for career advancement while maintaining a strong sense of purpose and community. When you join our team, you become part of a company that values your contributions and invests in your success.

Discover your potential and make a lasting impact with Long Home- where your skills, ideas, and dedication drive our shared success.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Ensure accuracy when reviewing product order acknowledgments.
• Schedule / reschedule all roofing, windows, doors, and siding deliveries.
• Schedule for dumpster / trailer pick-up for post-installation debris.
• Manage project flow to ensure progression and completion.
• Schedule / reschedule all bath, roofing, windows, doors, and siding installations.
• Conduct reminder calls to customers 24 hours before scheduled installations.
• Conduct check-in calls to customers on the day of installation.
• Collect due balances and submit funding for job post-installation.
• Conduct post-installation follow-up calls to verify customer satisfaction.
• Close / complete projects in the CRM.
• Builds, maintains, and improves customer relationships through regular communication.
• Ensure all customers are asked for 5-star reviews on each call and encourage customers to complete Guild Quality and Google reviews about their experience with us.
• Coordinate with other departments on client-related matters.
• Escalate customer complaints and issues to management for prompt resolution.
• Assist with the overflow of incoming calls to the Customer Service team.
• Keep a record of all conversations in CRM.
• Meets productivity and quality standards to reach individual and organizational goals.
• Maintain an environment that embodies the company's Mission, Vision, and Values.
• Remain in compliance and up to date on all company-wide live and digital training.
• Perform other related duties as assigned by management.

Equal Opportunity Employer Statement :

Long Home is an Equal Opportunity Employer and is committed to fostering an inclusive and diverse workplace. We celebrate diversity and are dedicated to creating an environment where all employees feel valued and empowered. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other legally protected status.

We encourage individuals of all backgrounds and experiences to apply and join our team in building a stronger, more inclusive future.