Elite Inside Customer Service

The Inside Customer Service Representative serves as the primary liaison between property owners, sales and construction operations team, ensuring seamless communication throughout the project lifecycle. This role is crucial in delivering exceptional customer experiences while supporting operational efficiency across assigned regional territories. 

https://roofsbyecs.com/about-us/elite-family/

REQUIRED: KEY RESPONSIBILITIES 

Pre-Project Communication: 

• Contact property owners to confirm project details, timeline expectations, and prepare them for upcoming work 

• Coordinate with field customer service reps and field repair techs to verify scheduling and resource allocation 

• Document and communicate special requirements or concerns to relevant operational teams 

Project Support: 

• Monitor project progress and provide regular updates to property owners 

• Facilitate communication between field CSR and customers regarding day-of logistics 

• Process and relay critical project information to ensure operational continuity 

Post-Project Follow-up: 

• Conduct post-project satisfaction surveys and document feedback 

• Coordinate warranty-related inquiries and escalate technical issues to appropriate teams 

• Maintain detailed records of all customer interactions and project outcomes 

Quality Assurance: 

• Document and track all customer interactions in ERP system 

• Identify trends in customer feedback and provide insights to operations team 

• Ensure compliance with company communication standards and protocols 

• Additional Duties As Assigned 

Requirements

• Education: Associates degree preferred; High school diploma with relevant experience required 

• Experience: 

• 2+ years customer service experience, preferably in construction or home services 

• Experience with ERP systems and project management tools 

• Skills: 

• Excellent verbal and written communication abilities 

• Strong organization and multi-tasking capabilities 

• Proficiency in Microsoft Office Suite and CRM or ERP platforms 

Benefits

Financial & Compensation Benefits:

• Competitive base salary $40,000 - $50,000
• 401(k) with company match
• Direct deposit & biweekly pay

Career Growth & Professional Development:

• Ongoing training & mentorship programs
• Leadership development opportunities
• Internal career advancement paths

Health & Wellness Benefits:

• Medical, dental, and vision insurance options
• Health Savings Account (HSA) or Flexible Spending Account (FSA)
• Life insurance & disability coverage
• Work-Life Balance & Time Off:
• Paid time off (PTO)
• Paid holidays

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