Customer Service/Administrative Asst.

Position:            Customer Service/Administrative Assistant

Reports to:        Integrator

Classification:   Non-Exempt, Hourly

Job Summary:

The Customer Service/ Administrative Assistant will create an exceptional experience for customers and prospects by addressing inquiries and complaints in a timely and professional way. This position will follow up with prospects and customers to ensure their needs have been met. This position will also assist with office data entry and day to day office functions.

Supervisory Responsibilities:

None

Duties/Responsibilities:

Interacts with customers via telephone, email, or in person to provide consultation, support and information on product and services.

Ensures that appropriate actions are taken to resolve customer concerns including forwarding to appropriate staff when applicable.

Works follow-up calls and assists the sales team in preventing “the customer fell through the cracks”.

Maintains customer accounts and records of customer interactions with dates, details of inquiries, complaints, or comments with notes in the CRM.

Uses knowledge of a specific roofing products, service, or other assigned area of expertise to answer inquiries or to forward to the appropriate staff.

Data Entry/Spreadsheet maintenance.

Warranty Registrations/Thank you notes.

Pulls permits.

Contract processing/sold projects in JobNimbus and E-estimates processing.

Bank Deposits.

Real Estate checks processing.

Service fee collection/processing. 

GAF and supplier literature, ensure we have enough on hand.

Other miscellaneous office tasks.

Required Skills/Abilities:

Excellent communication skills including active listening, positivity and enthusiasm of brand.

Service-oriented. You must love the phone and talking with people.

Proficient computer skills with the ability to learn new software.

Knowledge of, or ability to learn, product, service, or area of customer service specialization.

Experience in an office setting.

Knowledge of Microsoft 365 software, Outlook email, CRM systems, etc.

Education and Experience:

High school diploma or equivalent.

Some college level courses ideal but not required.

Customer service experience required.

Some experience with the product or service to which the specialist will be assigned preferred.

Physical Requirements:

Prolonged periods sitting at a desk and working on a computer in office setting.

Must be able to lift up to 15 pounds at times.