Field Customer Service Representative

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 customerservice 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 pictures 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

Requirements

Required: Qualifications

• 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