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Posted: Tuesday, January 30, 2018 1:54 PM

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Lyons Roofing
Phoenix, AZ

Benefits Offered Vision, 401K, Life, Dental, Medical
Employment Type Full-Time

This position performs a variety of administrative duties for the Production and Service department. Other general office duties will be organizing and maintaining file room. This position is also responsible for assisting in other various office tasks.

Job Responsibilities And Functions

New Job Processing
Receives job folder and updates job record status to ‘Rec’d for Admin Processing’
Contacts customer (enters and completes call into CRM contact) for tentative job start date.
Creates job file label and magnet.
Print estimate job photos.
Link scanned job file .pdf to contact record.
Makes job packets for Project Management Team.
Create Scope of work for upcoming jobs.
Set up new customer in QB and CRM
Delivers completed new job folder to production daily.
Makes weekly phone calls to Home Owner with Start date and follow up.
Other duties as assigned.

Job Completion Processing
Create and enter all warranty documents for customers, ALL final paperwork processing.
Marking final walk complete;. File all closed files.
Close appointments and mark final walk complete in CRM.
Enter final walk date.
Turn in to Production Coordinator for review.
Other duties as assigned.

Phone Responsibilities
All calls will be answered professionally and with the goal of prioritizing and resolving any customer/vendor/employee needs on that call.

Callers will be greeted professionally and warmly with the intent of identifying caller’s expectations and the reason for call. Empathy to callers concerns is expected in all situations.
Gather as much information from caller on reason for the call thoroughly and efficiently.
Clarify the callers issue or need; clarify your understanding of their needs, choose the best response to meet the caller’s needs and explain it to the callers understanding.
Assure caller is satisfied with explanation and response and follow up when/if necessary.
All conversations with customers and information gathered and relayed will be documented in the customer record, or create a record if necessary.

Answer any and all questions regarding the company, our products/services or any general information being requested.

Educate caller where applicable with the intent of preventing further calls regarding same issues.
Provide quality service and support in any areas including but not limited to accounts payable, production or sales support.
Maintain a balance between company policy and caller benefit in making decisions. Handle issues with a win-win intent.
Continuously evaluate and identify opportunities to drive process improvements that positively impact the caller experience.
Meet Quality Assurance Requirements and other key performance metrics.
Metrics TBD: answering within X rings, answering live, dropped calls, Amount of time on DND, response time when put on hold, response time to voice mails.
QA: TBD: answering with company name and employee name, asking for the caller’s name, using callers name in the conversation, listening, problem solving, and general demeanor.

Service Department Administration
Link all photos for Service Manager and Techs
Scan all work orders link to CRM
Review all cases to ensure appointment has been closed, case notes are entered and case is closed properly by Tech
All Service filing –Service Department and Warranty – File room
All labels for all Service folders
Follow up on missing items in job folders (Signatures, payments, ect. . )
Assist in AR follow up for Commercial and Residential.
Assist on Commercial follow up. (Photos & reports if the tech is un successful in doing so)
Back up for Service in Service Coordinator’s absence.

Office Administration
Assist with customer calls as needed to include but not limited to: service scheduling.
Schedules for Service when needed.
Find and update all job related photos and link to customer records in CRM for service and production.
Process Per Diem and Hotel Reservations.
Other duties as assigned.

General Operations
Perform within full compliance with all company policies and procedures, as further defined in the Employee Manual, Procedure Manual and Safety Manual.
Exhibiting and promoting mutual respect and trust to the company values and mission to all employees, associates and customers.
Other duties as assigned.

Benchmarks for Success:
File room is organized and files are accurately filed.
New jobs are processed and delivered to production within 24 hours.
Completes all job tasks when Production Coordinator is out of office.

What We Offer
Medical Insurance
Dental Insurance
Vision Insurance
401 K
Life Insurance

About Lyons Roofing:

We are an established Roofing contractor seeking experienced employees. We are family owned and hands on with the day to day operations. We are fabulous and yes sometimes flawed, but at the end of the day we care about our customers, our employees and the roofing industry as a whole. Our mission: "The Lyons team sets the industry standard of excellence and is dedicated to providing peace of mind to our customers, employees and community." If these ideas speak to you-let's talk!

• Location: Phoenix

• Post ID: 68922077 phoenix
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