Field Customer Service Representative

Key Responsibilities

• Conduct construction meetings with Property Owners to set expectations and review project scope.
• Perform regular site visits to monitor project progress and quality.
• Cookordination with crew leaders, inside customer service reps, field repairs tech to maintain project timelines.
• Document and photograph project milestones.
• Update ERP with communications, photos, and documentation provided by Property Owner or crews.

Customer Experience Management

• Serve as additional point of contact for Property Owners throughout field trade lifecycle.
• Proactively address customer concerns and provide real-time project updates.
• Facilitate on-site communication between crews, property owners, and internal employees.
• Guide customers through each phase of their project.

Quality Control

• Conduct pre and post-project inspections.
• Ensure work meets company standards and customer expectations.
• Document and coordinate punch list items, small repairs as needed.
• Facilitate warranty walk-throughs and follow-up.

Field Operations Support

• Manage site logistics.
• Identify and resolve potential project delays or issues.
• Support crew needs and resource requirements.
• Manage truck inventory for miscellaneous project items.
• Review and approve labor invoices & receipts from subcontractors.
• Track and report special pay circumstances.

Sales Operations Support

• Conduct thorough on-site inspections for MRP, PURE, and Inside Sales follow accurately documenting property damage and required repairs.
• Maintain excellent communication with homeowners during inspection.
• Ensure all documents and pictures are uploaded to Blaze.
• Communicate with MRP leaders with any issues or changes.

Requirements

• Education: Associates degree preferred; equivalent experience in construction/project management accepted.
• 3+ years in construction project management or customer service.
• Experience with construction processes.
• Valid driver's license and clean driving record.
• Strong project management and problem-solving abilities.
• Excellence in face-to-face customer interaction.
• Proficiency in project management software and mobile applications.
• Knowledge of construction practices and safety requirements.
• Must be able to pass a criminal background check, have a valid driver’s license and a clear drug screen.

Key Performance Indicators (KPIS)

• Quality Score Card
• Customer Satisfaction (CARE)
• Project Service Rate

Working Conditions

• Hrs: 40 hours weekly
• Location: to be performed at Elite location
• Travel: Extensive travel to job sites up to 90% of time

Pay

$50,000.00-65,000.00