Customer Experience Coordinator

North American Roofing - Tampa, FL

Full-time - Entry Level

Hybrid - Tampa, FL

101-250 employees

Specialty Trade Contractors

About the position

The Customer Experience Coordinator at North American Roofing plays a vital role in ensuring exceptional service delivery to clients. This hybrid position requires the individual to manage customer accounts, respond to inquiries, and collaborate with various teams to enhance the overall customer experience. The role emphasizes effective communication and organizational skills, with a focus on maintaining service standards and addressing client needs promptly.

Responsibilities

• Answer incoming customer service calls or emails and respond quickly to client inquiries.
• Maintain assigned customer accounts and serve customers in different regions as needed.
• Check-in daily on assigned accounts and queues.
• Escalate service calls that do not meet SLA requirements.
• Create dispatch or contracts in the service database for additional work requested by customers.
• Request NTE increases and ensure documentation on contracts is obtained with appropriate signatures.
• Handle permitting, COIs, and bonds as needed for contract jobs.
• Issue subcontracts to ACNs as necessary for contract jobs.
• Record details of customer communications and work orders in the service database and client portal.
• Monitor the portal for client communication and update accordingly, ensuring traditional communication methods are used for non-portal customers.
• Ensure service calls are addressed within the appropriate timeframe and follow up with customers post-service call.
• Collaborate with team members and departments to gather data for client requirements.
• Prepare client reporting, weekly updates, and monitor portal scorecards.
• Attend customer conference calls and create approved invoices to send to customers.
• Track customer project progress and communicate updates to team members to ensure timely completion of service calls.
• Upload client invoices into client portals and submit non-portal invoices to customers.
• Expedite aging invoices with the accounting team for payment and escalate rejected invoices for resubmittal.
• Update national account procedures and client portal sheets.
• Submit capital proposals to client software and participate in on-call duties during rotation.
• Analyze and recommend changes to processes to improve the customer experience.

Requirements

• High school diploma or equivalent.
• 1+ years of experience in a customer service role.
• Experience in commercial roofing is preferred.
• Familiarity with Microsoft products (Excel and Word).
• Proficient communication skills.
• Strong organizational and multi-tasking skills.

Nice-to-haves

• Experience in commercial roofing is preferred.

Benefits

• PTO offered to all employees.
• Hybrid work environment.