Customer Service Representative- Mobile, AL

NATIONS ROOF LLC•Mobile, AL

5h•Onsite

About The Position

Nations Roof is seeking a Customer Service Representative to join our National Service Business Center team. This position reports to the Corporate Headquarter location in Mobile, AL and will be 100% in office with a Monday-Friday schedule 8:00 am to 5:00 pm. Nations Roof, one of the largest commercial roofing contractors in the US. Our projects range in scope from large-scale new construction to complete tear-offs, re-roofing and renovations of existing building exteriors, and on-going roof maintenance, inspection, and repairs of all major commercial roof systems. Primary Responsibilities: The Customer Service Representative, under the direct supervision of the Customer Service Team Leader, is responsible for becoming proficient in all aspects of customer and project interactions and internal processes. Applies this knowledge under supervision and guidance for vetting customer needs, execute dispatching, documentation control, administrative support, project assistance, and the handling of multiple national customer portals.

Requirements

Excellent verbal and written communication skills.
Strong ability to plan, organize, and meet deadlines while maintaining a high level of quality.
Intermediate computer skills required, including proficiency in Microsoft Suite (Word, Excel, PowerPoint, etc.).
Proficiency in using dispatching software and CRM systems.
Skills and knowledge entering invoices, basic bookkeeping required.
Exceptional attention to detail and problem-solving skills.
Strong commitment to delivering high-quality service.
Time management and problem-solving skills.
Must be team-orientated and be willing to perform based on the company’s Core Values.
Ability to work effectively both independently and as part of a team.
High school diploma or equivalent required.
Proven experience in a dispatching or customer service role, preferably within a service-oriented industry.

Nice To Haves

Associate or bachelor’s degree in Business, Communications, or a related field preferred. Any equivalent combination of education and experience may also be considered.
Experience in the construction or roofing sector is preferred.

Responsibilities

Handle inbound and outbound calls for national customers to gather necessary information for scope of work and dispatching internal employees for project assignments.
Review inbound emails and craft outbound responses to address requests or business needs.
Coordinate with Team Lead, Internal Account Manager, key points of contact, and other relevant groups for assigned national customer accounts.
Facilitate communication between National Account Managers, customers, Nations Roof, and accounting department(s).
Engage with clients and stakeholders, providing exceptional service and addressing issues or requests promptly.
Generate dispatches of national customers and coordinate with internal teams to complete project tasks in line with company policies.
Efficiently assign and schedule service and repair projects to technicians across the country.
Verify the accuracy and completion of dispatch information and project details, addressing and resolving any issues to ensure high-quality service delivery.
Ensure timely and accurate dispatching to meet client needs and project deadlines.
Initiate and track requests for Certificates of Insurance from vendors, clients, and other parties as required by company policies and project needs.
Access and navigate various customer-specific portals to gather information and updates relevant to ongoing projects.
Ensure the accuracy and completeness of information entered and retrieved from portals, updating internal systems as necessary.
Prepare documentation for review, including project updates, reports, and correspondence.
Maintain and update CRM software to track all customer and project-related information.
Receives, organizes, and maintains all construction documents.
Enter and update invoices, progress billings, and service history in the company's database and various customer portals.
Schedule, organize, and manage conference calls for internal teams and external stakeholders.
Send out post-conference call summaries, action items, and any additional information required by participants.
Manage and prioritize multiple tasks simultaneously to meet deadlines and company objectives.
Review Quick bids for accuracy, coordinating with relevant departments to gather necessary data and documentation.
Adhere to data privacy and security protocols when handling sensitive company and customer information.
Must be responsible for clocking in and out/recording time accurately and consistently on all days worked.