Field Customer Service Representative

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
• Update ERP with communications, photos, and documentation provided by Property Owner or crews

Customer Experience Management:

• 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
• Guide customers through each phase of their project

Quality Control:

• Conduct pre and post-project inspections
• Ensure work meets company standards and customer expectations
• Document and coordinate punch list items, small repairs as needed
• Facilitate warranty walk-throughs and follow-up

Field Operations Support:

• 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
• Track and report special pay circumstances

Sales Operations Support:

• 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
• Additional Duties as Assigned