Customer Experience Coordinator

North American Roofing is commercial roofing contractor with a focus in the Southeast U.S. We are adding to our Customer Experience team and are looking for a dynamic individual with an ability to adapt and provide extraordinary service to our customers. With a focus on low slope, no slope, commercial roofs, we pride ourselves as being subject matter experts in all we pursue.

This is a hybrid role with 3 days per week spent in our Tampa office.

Job Duties include:

·       Answer incoming customer service calls or emails.  Responding to client emails or notifications quickly.

·       Maintain assigned customer accounts.  May also serve customers in a different region or group.

·       Check-in daily on assigned accounts and queues.

·       Escalate service calls not meeting SLA requirements.

·       Create dispatch or contract in service database when additional work is requested by customer.

·       Request NTE increases, ensure documentation on contracts have been obtained with appropriate signatures.       

·       Permitting/COIs/Bonds as needed if setting up contract jobs.                                  

·       Issuing subcontracts to ACN's as needed if setting up contract jobs.              

·       Record details of progress of customer communications in service database. Record details of progress of work orders in service software and client portal.

·       Monitor portal for client communication, alert appropriate team members and update portal accordingly.  Responsible for traditional methods of communication with non-portal customers.

·       Ensure service call is addressed within appropriate timeframe.                               

·       Follow up with customer via phone once service call is completed.             

·       Collaborating with team members and departments to gather data for client requirements.

·       Client reporting, weekly updates and monitor portal scorecards.

·       Attend customer conference calls.

·       Create approved invoices and send to customer.                                         

·       Track customer project progress and communicate to the appropriate team members the progress of the service call to ensure call is completed within SOP

·       Upload client invoices into client portals.  Submit non-portal invoices to customers.

·       Expedite aging invoices with accounting team for payment.

·       Escalate rejected invoices with regional team for resubmittal.

·       Update national account procedures and client portal sheets.

·       Follow up with customer once service call is completed.

·       Submit capital proposals to client software.

·       Participate in On Call duties during rotation.

·       Analyze and recommend changes to processes to improve the customer experience at NAR.

Skills and Qualifications:

·       High school diploma or equivalent.

·       1+ years’ experience in a customer service role

·       Experience in commercial roofing, preferred.

·       Familiar with Microsoft products (Excel and Word)

·       Proficient communication skills.

·       Proficient organizational skill and multi-tasking skills

·       Work is performed in a hybrid, office environment.  Repetitive bending and stooping with occasional lifting up to 10 pounds is required.  Repetitive finger/hand/forearm motion necessary for completing data entry.  Ability to manipulate keyboards, telephone keypads and copy equipment essential.  Talking and listening required for answering telephones and conversing personally with customers and staff.  Manual dexterity required for accessing filing cabinets in various locations.