Customer Experience Manager (Customer Service Representative)

$45,000 - $75,000/Yr

Rapid Restore - Bohemia, NY

Full-time - Entry Level

Bohemia, NY

About the position

The Customer Experience Manager (CEM) at Rapid Roofing is responsible for transforming customer interactions into lifelong loyalty by ensuring exceptional experiences throughout the roofing project. This in-house role involves close collaboration with sales and operations teams to streamline communication and manage customer touchpoints, ultimately aiming to exceed customer expectations and build a community of satisfied clients.

Responsibilities

• Maximize Sales Opportunities by supporting the sales team and ensuring every customer interaction leaves a lasting impression.
• Deliver a WOW Experience by going beyond customer expectations and creating lasting positive experiences at every stage.
• Manage Customer-Centric Communication by handling calls, emails, and inquiries to keep homeowners informed and prepared for meetings.
• Schedule and Coordinate consultations, inspections, and follow-ups to ensure a seamless process for customers.
• Follow-Up & Support by managing leads, sending estimates, and ensuring customer engagement throughout the sales process.
• Implement Direct Mail & Personal Touches to build long-term relationships with customers.
• Support the outside sales team by providing necessary resources before and after meetings to facilitate deal closures.
• Manage Sales Life-Cycle from start to finish, ensuring top-notch results and customer satisfaction.
• Measure Success by Customer Happiness, focusing on referrals and positive reviews.

Requirements

• 1-2 years of sales or customer service experience, preferably in roofing or construction.
• Strong communication skills to effectively interact with customers and team members.
• Highly organized and detail-oriented to manage multiple tasks efficiently.
• Tech-savvy with experience using CRM systems and scheduling tools.
• Problem-solving skills to creatively address challenges and improve customer experiences.
• Team player mentality to collaborate effectively with colleagues.

Nice-to-haves

• Experience in the roofing or construction industry is a bonus but not required.

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid holidays
• Paid time off
• Vision insurance