Overview:
We are seeking a highly organized, proactive, and personable Office Administrator & Customer Experience Coordinator to support the daily operations of our fast-paced roofing company. This critical role serves as the first point of contact for customers, supports estimators and field teams, oversees administrative functions, and manages collections efforts. The ideal candidate is a dependable multitasker with exceptional communication skills, strong attention to detail, and a passion for delivering outstanding customer experiences.
Key Responsibilities:
Customer Experience & Front Desk Support
Answer incoming calls and emails with professionalism, warmth, and a customer-first attitude
Greet and assist visitors, clients, and vendors
Schedule appointments and dispatch estimators based on geographic efficiency
Manage and de-escalate customer concerns with empathy and clarity, escalating when necessary
Ensure all client communications and updates are accurately logged in the CRM system
Collections & Account Management
Contact clients regarding outstanding and overdue payments through phone, email, and follow-ups
Clearly explain payment terms and options while maintaining a positive customer relationship
Document payment arrangements and transaction history in CRM or accounting software
Investigate and resolve billing issues or disputes, escalating when needed
Support light telemarketing and follow-ups to secure payment commitments or re-engage customers
Scheduling & Dispatch Coordination
Organize daily schedules and routes for estimators and technicians using mapping or route optimization tools
Track appointments and ensure timely arrival of field staff to job sites
Communicate any schedule changes promptly to clients and team members
Procurement & Office Management
Order office and project-related supplies as needed
Liaise with vendors for office equipment, repairs, or service needs
Maintain organized office systems and documentation
Reporting & Administrative Support
Prepare weekly/monthly reports on estimator performance, lead conversions, collections progress, and customer service metrics
Provide insights and on-demand reporting to the owner and/or operations manager
Support general administrative tasks as needed
Qualifications:
Minimum 3 years of experience in office administration, customer service, or collections (experience in roofing or construction a strong plus)
Proven success in collections or accounts receivable roles
Excellent verbal and written communication skills with a professional and persuasive demeanor
Strong multitasking and organizational skills; ability to manage high-volume activity efficiently
Proficient in Microsoft Office Suite, Google Workspace, CRM software, and route-mapping tools
Experience with telemarketing or outbound client communication is preferred
Familiarity with billing procedures and legal collection processes is a plus
Bilingual in Spanish/English is preferred but not required
Must be dependable, composed under pressure, and possess a strong work ethic
Principals only. Recruiters, please don't contact this job poster.