Fontaine Weatherproofing is a roofing contractor servicing Southern California with an office located in Orange, CA. Our company was established in 1997 and has completed work on 1000s of roofs over the past 27 years!
Fontaine Weatherproofing is growing and you have an opportunity to grow with it! Please email your resume to confidential@fontaineweatherproofing.com or email tfontaine@fontaineweatherproofing.com if you have any questions.
Job Title: Customer Service Representative Level 1
Summary: Employee will regularly receive and direct customer, vendor, and client communications via phone, email, or mail in an efficient manner. The employee will regularly use a telephone to answer and reach out to customers/employees in order to verify, update, and input account information and schedule appointments. Greet customers, vendors, clients, and co-workers warmly and ascertain problems or reasons for calling. Assist regularly with the placement of work orders, service requests, and all general office work requests.
Essential Daily Duties and Responsibilities include the following.
1. Minimum of 1 year of scheduling and/or office administrative experience.
2. Basic knowledge of roofing company’s services as well as the competition’s strengths/weaknesses.
3. Effective written and verbal communication skills.
4. Ability to regularly meet specific deadlines and goals.
5. The CSR (customer service representative) will be the initial point of contact. Being able to answer and direct incoming telephone calls, take accurate messages, and transfer calls to the appropriate person.
6. Contact customers and be contacted by customers via telephone or e-mail as frequently as necessary to meet the needs of the company.
7. Process customer service requests and schedule appointments with residents for repairs/inspections via email and telephone and text while also updating the company's customer management/scheduling system via Filemaker Pro, Microsoft Excel, and email as applicable to the task.
8. Respond to and direct customer inquiries and complaints using professional and courteous communication focused on service excellence.
9. Contact appropriate parties to schedule inspection/repair appointments. While simultaneously following up with managers or other related parties if there are scheduling conflicts, issues, or special needs via e-mail, telephone, or as appropriate.
10. Print service requests and supporting documentation needed to inspect daily.
11. Build and maintain quality relations with assigned customers on a consistent basis through ongoing evaluation of customer needs.
12. Develop maximum sales potential from assigned customers through good customer service techniques and knowledge of the company’s services.
13. Contact customers to obtain missing information or data to ensure an accurate customer database.
14. Apply knowledge of company services to efficiently process customer information, and respond to inquiries and complaints in a diplomatic manner.
15. Ability to regularly work in a professional and mature manner with customers and co-workers.
16. Ability to conduct oneself in a professional manner with co-workers, clients, customers, and vendors in order to work well with familiar and unfamiliar individuals.
17. Contact the foreman and crews daily to communicate job schedules and assignments.
18. Verify and audit timesheets in Paychex Flex.
19. Ability to audit time sheets on a daily and weekly basis for approved overtime and missed punches.
20. Proficient in Microsoft Office Suite, strong computer skills, and proficient data entry skills.
21. Perform various clerical duties such as word processing, data entry, photocopying, scanning, internet faxing, emailing, and collating.
22. Maintain, update, and organize customer files in File Maker Pro.
23. Accurately enter tech’s notes into File Maker Pro on a daily basis.
24. Maintain, update, and organize customer computer and paper files for all customers.
25. Create and organize project approvals and then print, distribute, and schedule upon request.
26. Create and organize job books, and notices, and then print and distribute them upon request.
27. Ability to create invoices upon completion of projects for accounts receivable.
28. Notify sites/residents of project dates and schedules via phone, email, and written correspondence. Follow up and confirm as needed to ensure scheduling accuracy.
29. Ability to print and distribute documents to employees as needed.
30. Assist with safety training documentation and administration as needed.
31. Ability to translate both oral and written communications from English to Spanish and from Spanish to English using translation resources made available.
32. Ability to email and communicate compliance requirements between insurance and requesters.
33. Ability to send text communication to clients and employee as often as needed to meet company needs.
Other duties include:
1. Assist the Accounting department with various duties including Accounts Receivables Collections via email, mail, and phone correspondence.
2. Ability to File, and organize all Accounts Payable and Accounts Receivable
3. Assist the Human Resource department with various duties including time off requests, maintenance of attendance roster, health care/401k forms, etc…
4. Maintain Human Resources Correction Folder.
5. Create maintenance reports and closure packages for completed projects for distribution to clients while maintaining and updating records in FileMaker Pro and on the company’s server.
6. Verify, audit, and maintain invoices and receipts for Accounts Payable to process.
7. Perform accounts receivable collections communication by phone, written email, and mail correspondence.
8. Develop maximum sales potential from assigned customers with appropriate customer service techniques and knowledge of the company’s services.
9. Use the company’s leads to expand the current customer base and follow up on all leads promptly.
10. Answer and direct incoming telephone calls, using a VoIP phone system while also being capable of taking accurate written and oral messages and transferring calls to the appropriate recipient.
11. Ability to manage office supplies, which includes the occasional ordering, distributing, and restocking of supplies as needed.
12. Ability to prepare, create, and organize documentation as needed.
13. Alphabetize, scan, organize, and audit documents and folders, electronic and paper.
14. Ability to create, update, and maintain Excel Spreadsheets for multiple projects as needed.
15. Ability to collect, maintain, and audit invoices against reports.
16. Assist the sales department with collection via email, mail, and phone.
17. Ability to create and maintain material orders via an online ordering system.
18. Ability to perform other miscellaneous office duties as assigned.
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Education/Experience:
Degree: High School Diploma or Equivalent, College a plus
Prior office experience, 1 year preferred
Language Ability:
Ability to regularly read and interpret documents written and spoken in English, such as proposals, invoices, service requests, and correspondence.
Ability to regularly write, read, and interpret documents, such as schedules, reports, and business periodicals.
Ability to regularly write business correspondence, effectively present information, and respond to questions from a group of managers, clients, customers, and the general public.
Ability to regularly communicate in written and oral form in English, proficiently and efficiently.
Spanish speaking preferred but not required.
Mathematical Ability:
Ability to regularly add, subtract, multiply, and divide in all units of measure.
Ability to occasionally calculate figures and amounts using whole numbers, common fractions, and decimals.
Ability to occasionally compute rate, ratio, and percent, and to draw and interpret bar graphs.
Ability to regularly manage time and routes of travel when scheduling appointments.
Reasoning Ability:
Ability to regularly interpret a variety of instructions furnished in written, oral, diagram, or schedule form and translate understanding of information into data in File Maker Pro, customer relationship management system, and Excel Spreadsheets.
Ability to regularly define problems, collect data, establish facts, and draw valid conclusions.
Ability to regularly interpret an extensive variety of technical instructions in a mathematical, diagram, or picture form and translate that information into system processes.
Computer Skills:
Must regularly use and be proficient with word processing and spreadsheet software, Microsoft Office programs including Word, Excel, PowerPoint, and Outlook.
Must occasionally use and be proficient with photo document software, Picasa, Nitro Pro, and Acrobat Reader software systems.
Must be able to regularly use internet software, email software, and trip navigation software/tools on and off the internet.
Must be able to regularly use customer relations management software, Filemaker Pro.
Must be able to regularly navigate computer databases efficiently, to regularly place and organize files in appropriate folders, and to locate said files when needed.
Employee must be able to regularly type a minimum of 45 words per minute.
Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Employee will perform duties in an interactive and Open Space office environment.
Employee will be in the presence of certain environmental conditions, such as occasional exposure to indoor and outdoor fumes of US asphalt, paint, or other roofing materials as it is occasionally present on the premises.
Employee will regularly experience a moderate level of noise (examples: business office with computers and printer, and light traffic) and occasionally be exposed to very loud noise (for example: generator, trucks, and heavy employee traffic)
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is required to regularly sit at a desk for long periods of time.
Employee is regularly required to talk or hear in person and on the telephone with customers, employees and management.
Employee is regularly required to stand, walk, sit, use hands, and reach with hands and arms.
Specific vision abilities required by this job include the ability to regularly look at a computer screen or cellphone and regularly write or edit documents for long periods of time. Vision requirements include: close vision, distance vision, peripheral vision, depth perception, the ability to adjust focus, and the ability to see color
Employee is occasionally required to climb or balance, stoop, kneel crouch, or crawl
Employee is occasionally required to lift, carry, and move up to 20 lbs.
Supervisory Responsibilities:
This position has no supervisory responsibilities.
Employee is supervised by the President, Vice President, and Human Resources.
Specialized or Technical Training
Specialized or Technical Training not required to perform essential duties of the job.
Certificates and Licenses
Valid Driver’s License preferred
High School Diploma preferred
Monday to Friday 8 am to 4:30 pm and occasional Saturdays and OT required per the needs of the company and Weekend work during peak season (rainy season)
Probable Overtime during peak season (rainy season) including Saturdays.
Health Benefits are available after 90 days.
401k after 1 year.
Room for Growth
No solicitors or recruiters, please.
Thank you for your interest! I look forward to hearing from you!
The items listed above are an example of the Essential Skills needed to perform this job.
Ability to pass a pre-employment physical.
Compensation based on experience and skills/knowledge demonstrated with work experience
We offer a salary and benefits package competitively placed within the local market, including medical and 401(k) and more.
Fontaine Weatherproofing is committed to providing equal opportunity in all of our employment practices, including selection, hiring, promotion, transfer, compensation, termination, and training, without regard to race, religion, color, sex, sexual orientation, gender, gender identity, national origin, ancestry, citizenship status, marital status, pregnancy, age, medical condition, genetic information, military and veteran status, disability, or any other basis protected by federal, state, and local law.
Fontaine Weatherproofing is a drug-free workplace. As a condition of employment, all hires are required to pass a pre-employment background screening.
All applicants start at CSR Level 1 with the potential to excel to CSR Level 2 after one year of employment or with applicable industry experience either at Fontaine Weatherproofing OR at another roofing company. Once the team member demonstrates proficiency in Level 1 and would like the additional responsibilities of
CSR Level 2, the job description will adjust according to job responsibilities.
CSR Level 1 is $20.00 to $24.00 depending on experience, skills, and education.