NV Roofing is a family-owned exterior building services and construction company celebrating our 63rd year. We currently have an opening for a Client Care Supervisor, to assist in the achievement of the company’s strategic objective and annual goals through the delivery of exceptional service and support reflective of NV Roofing vision, mission, purpose, and values.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Supervises and participates with team to ensure all service calls and requests are processed in a timely and professional manner.
Ensures all service call reports and invoices are generated and reported to customers within 24 hours of work performed.
Utilize internal CRM and service delivery software to continually update activities and communications with clients and to create departmental efficiency.
Dispatches service crews to ensure that personnel are scheduled properly by skill level, efficiency and training requirements and to ensure proper reporting on service calls, estimated time to complete jobs, labor hours, and material used.
Schedules, directs and provides support for roofing technicians to meet service demands and customer expectations. Regularly updates clients on job status.
Ensures that all quoted jobs (Found-on repairs, Further Action Reports and service contracts) for clients are contacted within three business days of creation for approvals.
Coordinates the warehouse and with suppliers to ensure all required roofing materials are ordered and are available for service jobs and service truck stock.
Recruits, interviews, hires and trains client care team members to meet workload demands, and company or customer expectations and requirements.
Coordinates emergency response calls, roof repairs and roof maintenance programs according to NVR or client Service Level Agreements.
Responsible for departmental employee performance appraisals, reviews and for setting improvement goals per company requirements
Conducts group and one-on-one meetings with employees as required for training, evaluation and general communication; participates and/or conducts regularly scheduled departmental meetings.
Work with executive management group to collaborate on and monitor budgets, goals and objectives to ensure departmental profitability.
Reviews work orders, invoices and time reports for accuracy, and to ensure timely cash flow and maintain minimal account receivables.
Work with other departmental managers to meet company and departmental goals and objectives.
Manage customer and employee relationships in alignment with company culture and vision – support, encourage, and drive the company culture.
Other tasks and responsibilities as required to maintain efficient department operations.
Experience Required
5 Years' experience supervising a customer service team. Experience with dispatching field-based technician workforce preferred.
Experience in roofing, HVAC, electrical, plumbing, and pest control trades required.
Strong background with technology, computer-based management software, and adaptable to new technologies as they are introduced.
Broad understanding of a service business and working to meet professional customers expectations.
Team player with strong & decisive leadership skills!
Excellent communication skills and ability to perform detail-oriented work are required.
Candidates must be geographically knowledgeable of the MD, VA and DC service areas.
Must be authorized to work in the United States on a full-time basis.
Benefits and PTO available after 90 days. 12 paid holidays a year.
Please email your resume and call us to schedule an immediate interview.