Description:
The Field Customer Service Representative acts as a field-based project manager and customer advocate, providing personalized on-site support throughout construction projects. This role combines project management expertise with exceptional customer service skills to ensure successful project completion within their designated geographic territory.
Project Oversight:
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Conduct construction meetings with Property Owners to set expectations and review project scope
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Perform regular site visits to monitor project progress and quality
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Coordinate with crew leaders, inside customer service reps, field repairs tech to maintain project timelines
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Document and photograph project milestones
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Update ERP with communications, photos, and documentation provided by Property Owner or crews
Customer Experience Management:
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Serve as additional point of contact for Property Owners throughout field trade lifecycle
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Proactively address customer concerns and provide real-time project updates
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Facilitate on-site communication between crews, property owners, and internal employees
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Guide customers through each phase of their project
Quality Control:
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Conduct pre and post-project inspections
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Ensure work meets company standards and customer expectations
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Document and coordinate punch list items, small repairs as needed
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Facilitate warranty walk-throughs and follow-up
Field Operations Support:
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Manage site logistics
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Identify and resolve potential project delays or issues
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Support crew needs and resource requirements
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Manage truck inventory for miscellaneous project items
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Review and approve labor invoices & receipts from subcontractors
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Track and report special pay circumstances
Sales Operations Support:
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Conduct thorough on-site inspections for MRP, PURE, and Inside Sales follow accurately documenting property damage and required repairs
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Adhering to TPA guidelines
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Maintain excellent communication with homeowners during inspection
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Ensure all documents and picture are uploaded to Blaze
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Communicate with MRP leaders with any issues or changes
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This is a field position and will revolve around job site travel up to 90% of time
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Additional Duties as Assigned
Requirements:
REQUIRED: QUALIFICATIONS
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Education: Associates degree preferred; equivalent experience in construction/project management accepted
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3+ years in construction project management or customer service
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Experience with construction processes
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Valid driver's license and clean driving record
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Strong project management and problem-solving abilities
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Excellence in face-to-face customer interaction
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Proficiency in project management software and mobile applications
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Knowledge of construction practices and safety requirements
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Must be able to pass a criminal background check, have a valid driver’s license and a clear drug screen
REQUIRED: KEY PERFORMANCE INDICATORS (KPIS)
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Quality Score Card
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Customer Satisfaction (CARE)
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Project Service Rate
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REQUIRED: WORKING CONDITIONS
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Hours: 40 hours weekly
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Location: to be performed at Elite location
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Travel: Extensive travel to job sites up to 90% of time
