Roofing Program Coordinator

Primary 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.
• Cookordinate 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.

Data

• 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.

Customer Complaint & Issue Resolution

• 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.

Operational & Solar Program Support

• Utilize Salesforce CRM to track project statuses, maintain customer records, and ensure milestones, tasks, notes, and documentation remain current.
• Support data management, file organization, and reporting requirements across solar and roofing programs.
• Schedule and coordinate solar site visits, installations, inspections, and maintenance activities.
• Aid in developing and improving operational procedures, workflows, and reporting processes.
• Support recruitment, vetting, and screening of new roofing contractor partners.
• Aid in obtaining copies of materials, such as appropriate and relevant certifications, liabilities, and insurance documentation.

Promotion & Marketing Support

• Collaborate with Civic Works’ Marketing team on social media campaigns.
• Collect and develop client testimonials for promotional content.

Education and Experience

• Proficiency in Microsoft Office Suite and Google Workspace is required.
• Experience in an administrative or project support role is preferred.
• Experience with CRM software is required; Salesforce experience is strongly preferred.
• Familiarity with the roofing or construction industries is a plus.
• Experience with programs that serve low-income clients is preferred.

Skills and Abilities

• Strong computer and database management skills.
• Highly organized, detail-oriented, and able to manage multiple tasks simultaneously.
• Ability to prioritize tasks and manage time effectively.
• Adaptable and open to evolving responsibilities to meet the needs of the program.
• Ability to recognize problems, develop innovative solutions and implement them.
• Exceptional personal responsibility for meeting goals, deadlines, and a track record of success.
• Strong initiative and creativity, and able to excel while working independently.
• Ability to collaborate and communicate effectively with coworkers and external stakeholders.
• Excellent professional writing and verbal communication skills, with a proven ability to draft clear and effective emails and various forms of correspondence.
• Able to accept and effectively utilize constructive feedback to improve performance and deliverables.

Work Schedule and Location

• Schedule: The position has a default work schedule aligned with standard business hours of approximately 7am - 3pm or 8am - 4pm, Monday through Friday, with reasonable flexibility to accommodate deadlines and personal needs.
• Hybrid Work Policy: The position can apply to work from home up to two days per week, and would work at least 3 days per week from Civic Works’ office in Baltimore City.
• This arrangement is subject to change based on organizational needs and may be adjusted to include additional in-person time.

Benefits

• Eligible for benefits, including but not limited to medical, dental, and vision insurance, long-term and short-term disability, life insurance, 401(k) plan with employer match, and paid time off.