About us: Above Roofing has been a trusted name in roofing for over 28 years, committed to providing quality, reliability, and exceptional customer service. Our team takes pride in raising industry standards, putting our clients first, and fostering a supportive and professional work environment. We are growing and seeking a
Customer Experience Coordinator to join our team.
Position Overview: We are seeking a
part-time Customer Experience Coordinator to enhance our customer service efforts and support sales and marketing activities. This position plays a vital role in ensuring smooth communication between departments, scheduling qualified leads, and providing superior customer service. The ideal candidate is organized, detail-oriented, and skilled in multitasking, with strong communication abilities and proficiency in CRM software and Google Suite
Requirements - Answer and direct calls professionally, ensuring calls are answered by the third ring 90% of the time
- Qualify potential clients based on company guidelines and schedule estimates
- Maintain the office schedule and ensure adequate coverage
- Monitor and respond to emails, text messages, voicemails, and web inquiries
- Respond to and manage Google reviews
- Post and manage social media content on platforms such as Facebook, Instagram, NextDoor, Google Business Profile, PMI
- Maintain and update customer information in JobNimbus (CRM)
- Assist estimators with administrative tasks and paperwork processing
- Ensure smooth coordination between office, sales, and production teams
- Send appointment reminders and thank-you gifts to clients
- Handle customer questions, complaints, and concerns professionally
- Monitor and report department key performance indicators (KPIs)
- Assist in company events, marketing activities, and direct mail campaigns (Handwrytten)
- Help with hiring processes and new employee onboarding
- Maintain office supplies, company apparel, and staff refreshments within budget
- Participate in weekly team meetings and office huddles
Qualifications & Skills: - DiSC Profile: Best fit - S/C, C/S, or SiC (high consistency, accuracy, and responsiveness)
- Professional & friendly phone etiquette (3+ years of customer service experience preferred)
- Excellent verbal and written communication skills
- Proficiency in CRM systems (JobNimbus), Google Suite, and Microsoft Office
- Familiarity with Canva, Adobe, LeadScout, HailTrace, Project Map It, ConstantContact, and Handwrytten is a plus
- Accurate & efficient typing skills (minimum of 45-55 WPM)
- Strong attention to detail, organization, and time management skills
- Ability to multi-task, prioritize, and adapt to changing demands
- Consistent on-time attendance and ability to anticipate company and customer needs
Work Schedule: - Monday & Thursday: 9 AM - 5 PM
- Flexible scheduling available for a third workday
Benefits - Holiday Pay
- Paid time off (PTO)
- Volunteer paid time off (VPTO)
- 401(K) Retirement Plan w/ 100% match up to 4%
- Paid weekly ($17-$19 per hour)
- Paid training
- Flexible scheduling that helps balance your work and personal life
- Employee Assisted Program (EAP) through Pine Rest