Field Customer Service Representative
29 days ago
Indianapolis
Job DescriptionDescription: 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. REQUIRED: KEY RESPONSIBILITIES Project Oversight: • Conduct construction meetings with Property Owners to set expectations and review project scope, • Perform regular site visits to monitor project progress and quality, • Coordinate with crew leaders, inside customer service reps, field repairs tech to maintain project timelines, • Document and photograph project milestones, • Serve as additional point of contact for Property Owners throughout field trade lifecycle, • Proactively address customer concerns and provide real-time project updates, • Facilitate on-site communication between crews, property owners, and internal employees, • Conduct pre and post-project inspections, • Ensure work meets company standards and customer expectations, • Document and coordinate punch list items, small repairs as needed, • Manage site logistics, • Identify and resolve potential project delays or issues, • Support crew needs and resource requirements, • Manage truck inventory for miscellaneous project items, • Review and approve labor invoices & receipts from subcontractors, • Conduct thorough on-site inspections for MRP, PURE, and Inside Sales follow accurately documenting property damage and required repairs, • Adhering to TPA guidelines, • Maintain excellent communication with homeowners during inspection, • Ensure all documents and picture are uploaded to Blaze, • Communicate with MRP leaders with any issues or changes, • This is a field position and will revolve around job site travel up to 90% of time, • Education: Associates degree preferred; equivalent experience in construction/project management accepted, • 3+ years in construction project management or customer service, • Experience with construction processes, • Valid driver's license and clean driving record, • Strong project management and problem-solving abilities, • Excellence in face-to-face customer interaction, • Proficiency in project management software and mobile applications, • Knowledge of construction practices and safety requirements, • 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) • Quality Score Card, • Customer Satisfaction (CARE), • Project Service Rate, • REQUIRED: WORKING CONDITIONS, • Hours: 40 hours weekly, • Location: to be performed at Elite location, • Travel: Extensive travel to job sites up to 90% of time