Job Description
Job Description
Nations Roof is seeking a Customer Service Representative to join our National Service Business Center team.
This position reports to the Corporate Headquarter location in Mobile, AL and will be 100% in office with a Monday-Friday schedule 8 : 00 am to 5 : 00 pm.
Primary Responsibilities :
The Customer Service Representative, under the direct supervision of the Customer Service Team Leader, is responsible for becoming proficient in all aspects of customer and project interactions and internal processes. Applies this knowledge under supervision and guidance for vetting customer needs, execute dispatching, documentation control, administrative support, project assistance, and the handling of multiple national customer portals.
Specific Job Duties :
Customer Communication & Coordination
- Handle inbound and outbound calls for national customers to gather necessary information for scope of work and dispatching internal employees for project assignments.
- Review inbound emails and craft outbound responses to address requests or business needs.
- Coordinate with Team Lead, Internal Account Manager, key points of contact, and other relevant groups for assigned national customer accounts.
- Facilitate communication between National Account Managers, customers, Nations Roof, and accounting department(s).
- Engage with clients and stakeholders, providing exceptional service and addressing issues or requests promptly.
Dispatch & Project Support
Generate dispatches of national customers and coordinate with internal teams to complete project tasks in line with company policies.Efficiently assign and schedule service and repair projects to technicians across the country.Verify the accuracy and completion of dispatch information and project details, addressing and resolving any issues to ensure high-quality service delivery.Ensure timely and accurate dispatching to meet client needs and project deadlines.Initiate and track requests for Certificates of Insurance from vendors, clients, and other parties as required by company policies and project needs.Data & Documentation
Access and navigate various customer-specific portals to gather information and updates relevant to ongoing projects.Ensure the accuracy and completeness of information entered and retrieved from portals, updating internal systems as necessary.Prepare documentation for review, including project updates, reports, and correspondence.Maintain and update CRM software to track all customer and project-related information.Receives, organizes, and maintains all construction documents.Enter and update invoices, progress billings, and service history in the company's database and various customer portals.Scheduling & Meetings
Schedule, organize, and manage conference calls for internal teams and external stakeholders.Send out post-conference call summaries, action items, and any additional information required by participants.Administrative & Organizational Support
Manage and prioritize multiple tasks simultaneously to meet deadlines and company objectives.Review Quick bids for accuracy, coordinating with relevant departments to gather necessary data and documentation.Adhere to data privacy and security protocols when handling sensitive company and customer information.Must be responsible for clocking in and out / recording time accurately and consistently on all days worked.Skills / Knowledge :
Excellent verbal and written communication skills.Strong ability to plan, organize, and meet deadlines while maintaining a high level of quality.Intermediate computer skills required, including proficiency in Microsoft Suite (Word, Excel, PowerPoint, etc.).Proficiency in using dispatching software and CRM systems.Exceptional attention to detail and problem-solving skills.Strong commitment to delivering high-quality service.Time management and problem-solving skills.Must be team-orientated and be willing to perform based on the company’s Core Values.Ability to work effectively both independently and as part of a team.Education / Experience :
High school diploma or equivalent required.Associate or bachelor’s degree in Business, Communications, or a related field preferred. Any equivalent combination of education and experience may also be considered.Proven experience in a dispatching or customer service role, preferably within a service-oriented industry.Experience in the construction or roofing sector is preferred.Benefits Include :
Full Time, Paid HourlyMedical, Dental and Vision BenefitsAccident and Disability InsurancePaid Holiday and Vacation (after 90 days)401(K) with employer matchThe preceding job description has been designed to indicate the general nature and level of work to be performed. It is not meant to be interpreted as a comprehensive inventory of all duties and responsibilities required of employees assigned to this job.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Nations Roof provides equal employment opportunities without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, genetic information, or any other protected characteristic. Our company is a Drug Free Workplace.
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All candidates must be authorized to work in the U.S.
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