Customer Experience Administrator

Job Overview
We are looking for a reliable, customer-focused Customer Experience Administrator to support our roofing company’s commitment to excellent service. This role involves making follow-up calls to customers before and after inspections, installations, and repairs to ensure satisfaction, gather feedback, and address any concerns. You will play a key part in creating a smooth and positive experience for our customers throughout their roofing project.

Duties

• Make outbound calls to customers following roof inspections, installations, or repairs to check on satisfaction and answer any post-service questions.
• Record customer feedback and communicate any concerns or issues to the appropriate team members for resolution.
• Maintain detailed and accurate records of all customer interactions using our CRM or job management software.
• Assist in scheduling follow-up visits or service calls as needed based on customer feedback.
• Track and report trends in customer satisfaction to help improve service quality.
• Collaborate with project managers, sales staff, and crews to ensure each job is completed to the customer’s expectations.
• Respond to incoming customer inquiries via phone or email in a friendly and professional manner.
• Help manage online reviews by encouraging satisfied customers to leave feedback and working with management to respond to any negative reviews.
• Participate in developing and improving internal processes that support a smooth customer journey from estimate to project completion.

Skills

• Strong communication skills in English; multilingual or bilingual abilities are a plus.
• Previous experience in a customer service or administrative role (experience in construction, roofing, or trades is a plus).
• Excellent phone etiquette and interpersonal skills to engage effectively with customers.
• Ability to stay organized and work independently in a fast-paced environment.
• Proficient in Microsoft Office applications, G-Suite applications, and general computer skills for data management.
• Ability to perform outbound calling with professionalism and confidence.
• Strong attention to detail and ability to handle multiple tasks at once.
• Basic computer skills and experience with CRM systems or scheduling software (e.g., JobNimbus, Acculynx, Buildertrend, etc.) preferred.

Job Type: Full-time

Pay: $26.00 - $30.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance

Work Location: In person