Customer Support Specialist - In Office

About the job

Shamrock Roofing & Construction is a family-owned roofing and construction company headquartered in Kansas City and has been operating since 1977. In the last few years, our business has exploded in the Midwest with additional locations in Nebraska, Iowa, Oklahoma and Arkansas. This growth has allowed us to expand our team and offer more employment opportunities at home and surrounding markets. Although we've grown exponentially, we haven't lost the "family-owned" business feel.

We are now looking to fill a Customer Care Team Lead position. This role oversees our Customer Care Specialists as they make outbound calls to potential and current customers, ensuring the team delivers accurate, effective, and quality communication on behalf of our sales specialists. This position will require working closely with both the Customer Care team and our sales team to maintain a high standard of customer communication.

Job Description

• Lead daily inbound call activity, providing feedback and support to improve quality and consistency.
• Monitor call quality and documentation to ensure accuracy per company and departmental policies and procedures.
• Serve as the point of escalation for customer communications that require additional attention or authority.
• Possess strong knowledge of our roofing products and services to guide the team in identifying and addressing customer needs.
• Assist in onboarding and training new Customer Care Specialists.
• Track team performance and report trends or concerns to management.
• Apply a positive customer service attitude and model professional rapport-building for the team.
• Communicate effectively and professionally in all forms of communication with internal and external customers.
• All other duties assigned by supervisor.

Compensation & Benefits

• Full-Time Position, Flexible Hours
• Monday-Sunday, 8:00 am to 7:00 pm with a one hour lunch break, Saturdays as needed, 40 Hours Compensation:
• $40k-$45k based on experience!
• Medical/Dental/Vision Insurance after 30 days of employment
• PTO accrual after 30 Days of employment 401K after 6 months of employment
• All new hires are subject to a 90-day introductory period
• As part of the hiring process, we like to conduct One Way Video Interviews.

Requirements:

• 1-3 years as a customer care specialist or representative experience
• Knowledge of spreadsheets (Shamrock uses Google Business Suite)
• Great written and verbal communication skills
• Excellent goal-setting, and motivation
• Good problem-solving, critical thinking and decision-making skills
• Exceptional organization, time management and multitasking abilities
• Good with computers and have a quiet environment to work from
• Keen attention to detail

Disclaimer: Shamrock Roofing & Construction participates in the E-Verify Program for I9 Verification. Shamrock Roofing & Construction provides equal employment opportunities to all employees and applicants, prohibiting discrimination based on race, color, religion, sex, national origin, age, disability, sexual orientation, and genetic information.