Customer Care Representative - General

Overview

This position will have the opportunity to communicate directly with all internal departments as well as clients and the general public. This position can conduct many administrative tasks from answering phones and scheduling appointments to helping coordinate with our production teams.

Goals

The primary goal of the Customer Care Specialist I position is to systematically schedule estimator appointments. A secondary goal of this position is to assist the team with general administrative duties.

Reporting

This position reports directly to the Customer Care Manager - Kevin Turnbull

Roles and Responsibilities

• Maintain Great Communication with customers and staff

• Maintain detailed notes and documentation when needed 

• Answer all incoming calls

• Assess customer needs

• Direct calls if needed

• Schedule/ Cancel appointments 

• Answer questions when able/ direct to the office manager

• Keep constant communication with estimators on scheduling needs.

• Contact warm leads

• Contact hot leads

• Contact cold leads

• Assist Production Teams with administrative tasks

• Perform document audit on new jobs

• Document and start refund process on bad leads
  
  
  ​ABOUT ROMAN ROOFING
  
  We are passionate about using our knowledge to protect every household by delivering the best quality roofing services. Our clients trust us to properly educate them on maintenance and safety, which has earned us an honest reputation. We are a forward-thinking company that maintains its roots in our core values of ethics, collaboration, and excellence.
  
  We have an understanding and flexible organization. Fully acknowledging that life happens, we maintain a level of flexibility to help our employees experience a positive work-life balance. We take care of our team and are always looking for more people to share our relaxing employee lounge with!
  
  ARE YOU A GOOD FIT?
  
  Ask yourself: Do you have excellent communication skills, both written and verbal? Are you adaptable and work well under pressure? Do you present yourself professionally? Are you highly organized and detail-oriented? Do you thrive in a fast-paced environment? Would you be able to give clear instructions and guidance to your team? If so, please consider applying for this position today!

Responsibilities

• Foster Exceptional Communication: Serve as the primary point of contact for customers and colleagues, ensuring all parties are informed and engaged through proactive and thoughtful communication strategies.
• Document Management: Maintain meticulous records and detailed documentation to support organizational efficiency and provide valuable insights for process enhancements.
• Call Management: Efficiently handle all incoming calls, ensuring each caller receives prompt and courteous service, thereby enhancing customer satisfaction.
• Customer Needs Assessment: Skillfully assess the needs of customers to deliver tailored solutions that enhance their experience and satisfaction with our services.
• Call Routing: Direct calls to appropriate departments or staff members as needed, ensuring queries are resolved by the most qualified personnel.
• Appointment Coordination: Manage scheduling logistics, including the coordination of appointments and timely communication of any changes, to optimize workflow and client service.
• Information Dissemination: Provide accurate responses to inquiries or seamlessly redirect them to the office manager when more specialized knowledge is required.
• Estimator Collaboration: Maintain continuous liaison with estimators to align scheduling with operational capabilities and customer expectations.
• Lead Engagement: Actively engage with warm, hot, and cold leads, applying strategic communication techniques to effectively advance them through the sales pipeline.
• Support Production Teams: Assist the Production Teams with administrative duties, helping to streamline operations and support project execution.
• Quality Assurance: Conduct thorough document audits for new projects to ensure compliance with standards and initiate corrective measures promptly.
• Lead Validation: Oversee the identification and documentation of ineffective leads, initiating refund processes to maintain the integrity of marketing efforts.

Education Requirements

• High School Diploma or equivalent will be required.

Experience Requirements

• Customer Service Experience: Demonstrated ability in handling customer inquiries and resolving issues effectively.
• Administrative Experience: Proven track record in administrative roles, supporting teams, managing schedules, and handling confidential documents.

Desired Skills

• Exceptional Communication Skills: Strong verbal and written communication abilities to clearly convey information and handle sensitive interactions with diplomacy.
• Organizational Skills: Highly organized with the capability to multitask and prioritize work in a fast-paced environment.
• Problem-Solving Abilities: Resourceful and proactive in resolving issues and improving processes.
• Team Collaboration: Able to work effectively in team settings, supporting colleagues and contributing to shared goals.
• Adaptability: Comfortable adapting to new technologies and evolving business needs.
• Customer-Centric Mindset: Prioritizes the customer’s experience and satisfaction in every interaction.
• Attention to Detail: Meticulous in managing details and avoiding errors in documentation and communication.
• Initiative: Takes proactive steps to improve processes and enhance customer satisfaction.

Qualifications

• Proficiency in Office Software: Skilled in Microsoft Suite / Google Workspace (Word, Excel, Outlook) and CRM software to manage customer relationships and maintain records.
• Communication Technologies: Experience with telephony systems, online meeting platforms (like Zoom or Teams), and customer management systems.
• Documentation Skills: Ability to keep detailed and organized records, perform document audits, and manage scheduling and documentation software efficiently.

Benefits

• We provide awesome benefits, including 2-4 weeks of paid time off (PTO), flexible schedules, annual bonuses, and career development courses.

Hours

40 hours per week

Salary (in USD)

$17 to 20 Per Hour