Roofing Program Coordinator

Civic Works•Baltimore, MD

1d•$55,000 - $60,000•Hybrid

About The Position

Civic Works’ Energy Programs make it easy and affordable for Baltimore City and Central Maryland residents to go solar, upgrade their energy efficiency, and strengthen the resilience of their homes, which often includes a variety of roofing repairs and services. Through our programs, residents of all income levels lower their energy bills, improve the comfort and safety of their homes, and have a positive impact on the environment. As an integral part of Civic Works’ job training center, we also play a pivotal role in expanding access to quality careers in the clean energy sector. In 2023, Civic Works launched its low-income solar and roofing installation and services program. With key partners and funding in place, Civic Works has rapidly scaled the program, serving 150 low-income households over the past 2 years. Civic Works is hiring a Roofing Program Coordinator to provide administrative and data management support across the roofing team. Civic Works’ green initiatives have been highlighted by The Baltimore Sun, The Washington Post, the US Conference of Mayors, and the Maryland Sustainable Growth Commission. Join us in creating a resilient clean energy economy. Learn more about our transformative residential energy programs at https://civicworks.com. The Roofing Program Coordinator will support Civic Works’ roofing team during an exciting period of growth. The Roofing Program Coordinator will serve as the primary coordinator for Civic Works' roofing initiatives, overseeing project scheduling, quality control activities, customer communications, and issue resolution from project intake through completion. Reporting to the Solar and Roofing Operations Manager, this role will ensure roofing projects are delivered efficiently, meet quality standards, and provide an excellent customer experience. In addition to supporting roofing operations, the Coordinator will be responsible for scheduling and administrative coordination for Civic Works' solar program, particularly where roofing and solar projects intersect. The position requires strong organizational skills, attention to detail, the ability to pivot in a growing and dynamic environment, and the ability to coordinate multiple stakeholders, including homeowners, field staff, contractors, and program partners.

Requirements

Proficiency in Microsoft Office Suite and Google Workspace is required.
Experience with CRM software is required; Salesforce experience is strongly preferred.

Nice To Haves

Experience in an administrative or project support role is preferred.
Familiarity with the roofing or construction industries is a plus.
Experience with programs that serve low-income clients is preferred.

Responsibilities

Coordinate all in-house roofing repairs, replacements, warranty work, and maintenance activities.
Maintain project schedules and monitor roofing project milestones from intake through completion.
Serve as the primary point of contact for homeowners regarding roofing project scheduling, updates, and concerns.
Coordinate roofing quality control site visits and track corrective actions through closeout.
Support communication and coordination between roofing crews, subcontractors, vendors, and internal staff via Salesforce, Slack, and contractor operations reports.
Monitor project timelines and identify potential delays, scheduling conflicts, or operational challenges.
Maintain accurate roofing project records, documentation, and reporting within Salesforce and other program platforms.
Collaborate with the Salesforce administrators and program managers to customize the database to make it more effective for roofing initiatives.
Review field documentation, assessment reports, and project records to ensure completeness and compliance with program requirements.
Serve as the primary point of contact for customer complaints, concerns, warranty requests, and maintenance issues, documenting and coordinating with internal staff, subcontractors, and vendors from intake through final resolution in a timely manner.
Maintain detailed records of complaint investigations, corrective actions, and outcomes within Salesforce.
Identify recurring issues and recommend process improvements to enhance customer satisfaction and program performance.
Utilize Salesforce CRM to track project statuses, maintain customer records, and ensure milestones, tasks, notes, and documentation remain current.
Provide support with collecting and organizing project documentation, invoices, warranties, permits, and grant reporting materials as needed.
Support data management, file organization, and reporting requirements across solar and roofing programs.
Support scheduling and coordination of solar site visits, installations, inspections, and maintenance activities.
Assist with developing and improving operational procedures, workflows, and reporting processes.
Support recruitment, vetting, and screening of new roofing contractor partners.
Obtain copies of materials, such as appropriate and relevant certifications, liabilities, and insurance documentation.
Collaborate with Civic Works’ Marketing team on social media campaigns.
Collect and develop client testimonials for promotional content.