Customer Service Representative

Full-time

Davidson, NC

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Why Join Elite Roof and Solar?

Our entire team is driven by a singular purpose – to put a smile on our neighbors’ faces by protecting their families and homes with a safe, beautiful, and innovative roof over their heads – it’s what we call “The Elite Way”.  

As we strive to deliver on our purpose every day, we do so as a hard-working, fun-loving, fast-growing, innovative company that isn’t afraid to take risks and is always up for trying new ways to deliver better customer-focused services.

Elite Roof and Solar has launched a new, innovative solar offering in 2022 in partnership with our primary manufacturer GAF.  We are one of only 3 roofing contractors selected to participate in this program North Carolina so you will be able to be part of some of the most cutting edge solar solutions in the market.

We want our employees and teammates to be 100% aligned with our purpose and our vision to be the premier roofing and solar provider in the Carolinas for both residential and commercial customers.  That’s why we continuously strive to empower our team to make the right decision for the customer and help build our brand.  If you want to join a fast-paced, fun-loving team in an industry that is poised for continued growth, then apply below – we would love to meet you!  

Job Description – Customer Service Representative

Elite Roof and Solar drives a large number of customer inquiries (primarily phone calls, emails, and direct messages from social platforms) from customers looking for roofing and solar services across the Carolinas.  This team member will often be the first point of contact for our customers and plays a critical role in their overall experience. Greeting customers in a friendly, knowledgeable, and helpful manner is essential, as well as helping to qualify customers and answer general business questions is a majority of the role. Responsibilities also include general office and administrative functions, including a variety of clerical tasks to support the daily needs of the business, and occasionally running errands. Additional tasks assigned regularly and are department upon the skills and capabilities of this team member.

Responsibilities

  • Answer, screen and capture customer information from customer contacts (phone primarily but also digital) into our cloud-based system (CRM) for follow-up by our sales team during core business hours.
  • Provide basic and accurate information regarding Elite’s capabilities via phone/email to customers and other team members to help qualify leads.
  • Performs general clerical office duties to include, but not limited to, data entry, mail handling, filing (primarily digital filing but some physical filling also is involved), customer communications, warranty registrations, supply ordering, marketing collateral creation, copying, appointment scheduling/reservations and travel arrangements.
  • Escalates issues and exceptions to senior leadership when appropriate.
  • Keeps informed of company policies and procedures; answers related internal and external questions within authority.
  • Interfaces with sales team as appropriate to communicate customer needs and obtain additional information from them to complete job tasks.
  • Monitors and maintains company record systems, files, marketing collateral, and paperwork.
  • Researches, tracks and compiles statistical and written reports, spreadsheets and correspondence for different aspects of the business, including customer satisfaction tracking, referral payment tracking, and marketing performance.
  • Receives and protects confidential information.
  • Performs special projects as assigned.
  • Maintains regular and predictable attendance.

Skills and Qualifications

  • Friendly welcoming demeanor and a positive attitude.
  • Elite requires high levels of personal integrity and self-motivation for every team member.
  • Willingness to help others, including customers, vendors and fellow employees.
  • Intellectual curiosity to learn new things and try new ways of solving problems 
  • Prior experience as an Administrative Assistant or Receptionist or similar role a plus.
  • Prior knowledge of cloud based VOIP (phone), CRM (customer relationship management), MS Office, and accounting systems a plus.
  • Ability to work independently as well as part of a team.
  • Solid written and verbal communication skills.
  • Ability to be resourceful and proactive when issues arise, efficiently and effectively solving problems.
  • Multitasking and time-management skills, with the ability to prioritize tasks.
  • Proficiency in Microsoft Office Suite or similar.
  • Professional attitude and appearance.
  • Must be dependable and organized.
  • Must be at least 21 years of age.

This career opportunity is available to qualified candidates who are interested in establishing a long-term, mutually beneficial employment relationship. We offer competitive compensation and great benefits with the opportunity to earn even more as you help us take Elite to the next level 

Job Type

  • Full-Time

Salary

  • Salary commensurate with skills and experience
  • Bonus opportunities based upon company and individual performance.

Benefits

  • Health insurance
  • Dental insurance
  • Generous 401(k) & 401(k) matching program
  • Paid time off
  • Referral program

Schedule

  • 8:00 am – 5:00pm, M-F, 

Education

  • High school diploma minimum, Associates or Bachelors degree preferred

Languages

  • English – required
  • Spanish – preferred 

Working Environment & Location

  • This role is located at The Jay Hurt Hub for Innovation and Entrepreneurship in Davidson, 210 Delburg Street.  http://hurthub.davidson.edu/ 
  • At the Hub, this individual will have a dedicated desk, but also will have the freedom to work anywhere within the open office environment and enjoy the benefits of this great shared office environment
  • Some Work-from-Home opportunities exist once proficiency demonstrated and only if a minimum of home networking capabilities is met to perform the job to Elite’s standards

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