Handle inbound and outbound calls for national customers to gather necessary information for scope of work and dispatching internal employees for project assignments
Review inbound emails and craft outbound responses to address requests or business needs
Coordinate with Team Lead, Internal Account Manager, key points of contact, and other relevant groups for assigned national customer accounts
Facilitate communication between National Account Managers, customers, Nations Roof, and accounting department(s)
Generate dispatches of national customers and coordinate with internal teams to complete project tasks in line with company policies
Verify the accuracy and completion of dispatch information and project details, addressing and resolving any issues to ensure high-quality service delivery
Access and navigate various customer-specific portals to gather information and updates relevant to ongoing projects
Prepare documentation for review, including project updates, reports, and correspondence
Manage and prioritize multiple tasks simultaneously to meet deadlines and company objectives

High school diploma or equivalent required
Associate or bachelor’s degree in Business, Communications, or a related field preferred
Proven experience in a dispatching or customer service role, preferably within a service-oriented industry
Experience in the construction or roofing sector is preferred
Excellent verbal and written communication skills
Strong ability to plan, organize, and meet deadlines while maintaining a high level of quality
Intermediate computer skills required, including proficiency in Microsoft Suite (Word, Excel, PowerPoint, etc.)
Proficiency in using dispatching software and CRM systems
Exceptional attention to detail and problem-solving skills
Must be team-orientated and be willing to perform based on the company’s Core Values

Customer Service Representative

Key skills