Customer Experience Specialist

Roof it Forward•Woodstock, GA

About The Position

Roof It Forward is a leading roofing company committed to quality, integrity, and community impact. With over $600,000 donated to children with cancer, an A+ BBB rating, and awards like the Owens Corning MVP and Angi Super Service Award, we're proud of our 2,200+ Google Reviews and trusted reputation. Join our team and help us deliver a seamless, world-class experience to our homeowners! Role Overview We are seeking a high-energy, empathetic, and organized Roofing Coordinator to serve as the ultimate Customer Experience Owner. Once our sales team closes a deal, you take the baton and guide the homeowner through the rest of their journey. From welcoming them to the family and confirming project details (like shingle colors) to scheduling the build, checking in during production, and collecting final payment, you are their trusted single point of contact. If you love building relationships, solving problems on the fly, and ensuring customers feel valued and informed, this is the perfect role for you.

Requirements

Customer-First Mindset: Proven experience in customer service, hospitality, account management, or customer success.
Exceptional Communication: Stellar phone etiquette with the ability to convey warmth, empathy, and professionalism.
Detail-Oriented & Organized: Ability to juggle multiple customer accounts simultaneously without letting details slip through the cracks.
Problem-Solving Skills: A calm, solutions-oriented attitude when handling customer concerns or scheduling shifts.
Tech Savvy: Comfortable utilizing computers, phones, and CRM software daily (experience with Salesforce or construction management software is a plus).
Team Player: Ability to collaborate smoothly with both the Outside Sales team and the Production/Crew managers.

Nice To Haves

experience with Salesforce or construction management software is a plus

Responsibilities

Own the Customer Journey: Take over the account post-sale and act as the primary concierge for the homeowner through project completion.
Welcome & Verify: Call new customers to say thank you for their business, double-check contract information, and confirm material/shingle color selections.
Coordinate Scheduling: Keep customers informed on exactly when their materials will arrive and when the job is scheduled for production.
Production Support: Touch base with homeowners during the build day to ensure everything is running smoothly and to address any immediate questions.
Closeout & Collection: Secure final payments upon project completion and ensure the customer is 100% satisfied with the work.
Problem Solve: Serve as the internal advocate for the customer, quickly and empathetically resolving any issues or concerns that arise.
CRM Documentation: Keep detailed, accurate notes of all customer touchpoints and project milestones within our CRM system.