Production Admin

Vertex Service Partners•Mill Creek, WA

21d•Onsite

About The Position

Vertex Service Partners is a home improvement services company focused on residential roofing and other exterior services across the United States. Backed by Alpine Investors, a top-decile private equity fund with $4.0 billion of committed capital, Vertex is building a best-in-class national platform. Our company is built on our core values— servant leadership, unwavering character, a growth mindset, persistence, empowerment, pace, and fun —and guided by three pillars: being the Employer of Choice , Partner of Choice , and Contractor of Choice . We offer transformative support in operations, marketing, training, talent, finance, and technology, all while preserving the autonomy of local brands. Position Summary: The Production Administrator plays a key role in ensuring projects completed by our partners receive a white-glove experience days, months, or years after their roof was installed. Highly organized and detail-oriented, this person coordinates across partners, clients, and internal staff while managing multiple priorities with urgency. This role requires strong communication skills and technical proficiency to assess viability of warranties, scheduling, and project updates within our CRM (ServiceTitan). As an ambassador of our brand, the Production Administrator helps deliver on sales commitments, drives operational efficiency, and exceeds customer expectations.

Requirements

Customer service or administrative experience; construction or home services experience a plus
Proficiency with CRM and service management software (ServiceTitan preferred)
Strong organizational skills and ability to manage multiple priorities with attention to detail
Excellent verbal and written communication skills, with a customer-focused approach
Problem-solving mindset; adaptable, proactive, and team-oriented
Comfortable working at a computer for extended periods; able to occasionally lift up to 15 lbs
Must be able to communicate effectively via phone, video, and in person

Responsibilities

Review historical customer contracts and confirm warranty details
Schedule warranty appointment with technician at the respective partner
Prepare documents and notes for the warranty technicians before job start
Communicate with customers to set expectations, schedule appointments, and ensure they understand process
Partner with leadership to continuously improve service quality standards
Obtain and process permits from local building departments (if required)
Manage status calls and provide timely customer updates through CRM systems
Track and document progress of all project phases in service management software
Develop and share comprehensive project plans with customers and internal staff
Ensure warranty documentation is complete and accurate upon job completion
Update invoices and purchasing documents to reflect changes identified during installation
Monitor warranty workflow, identify inefficiencies, and recommend improvements
Collaborate with cross-functional teams to resolve issues and deliver exceptional customer service