Customer Success Specalist
At Ruff Roofing, we take pride in providing quality service and attention to our customers. In replacing, repairing, or finding unique solutions for their roofing needs, our focus is customer satisfaction.
As we are growing into other markets, we are seeking an individual who has prior experience in dealing with customer issues and finding solutions that enhance the customer experience. You will be part of the call center team and act as a liaison between the customer and other departments.
What are the day-to-day responsibilities?
-Act as coordinator and customer advocate for difficult customer issues, including the development and execution of root cause analysis and related plans for corrective action.
-You are the second person after the sale that the customer will interact with. You will own the customer experience from when the sale occurs to when it is completed. You are proactive in reaching out to the client and keeping them updated with their ongoing projects.
-When issues arise - delays, weather, paperwork or people - you don't just solve them, you humanize them. You calm tension, offer solutions, and make clients feel like they have a true partner, not just a service provider.
-Measure what matters - you track it. You take pride in clean data, CRM updates, and insights that help us grow. Customer Satisfaction isn't just a goal, it's your scorecard.
-You are the bridge between departments. Sales, production, insurance, accounting - you speak their language and help keep everyone accountable to the customer. You catch what others miss.
-Collaborate with customers to understand their unique needs, challenges, and objectives, and tailor our solutions to address them effectively.
-Will own the follow up process from jobs
-Manage customer reviews on all platforms; Google, BBB, Yelp, Facebook, and others
-Actively participate in team meetings and training.
-Consistently utilize advanced listening, rapport, and closing skills.
What are the qualifications?
-Customer obsessed mindset
-A self-starter who knows how to execute.
-Detailed driven and lined focused; organization and transparency are part of your ethos
-Enthusiasm to be a part of a dynamic and growing company
-Former experience within a call center environment
-Fast learner of products and services and a willingness to know more about the roofing industry
-Prior experience in insurance, construction, or warranty
-Exceptional problem solving abilities
-Relentless in finding solutions
-Ability to demonstrate good judgment and be the advocate for our customers.
-Strong communication skills and customer support skills
-Ability to anticipate the needs of the customer before they become an issue