Residential Office Associate

This position is responsible for providing clear and consistent customer communication so that the company can provide an “Extraordinary Experience” to every customer. The Scheduler is directly responsible for coordinating and managing the production schedule with the goal of maximizing weekly revenue and minimizing days-to-production as well as days-in-production. The role also supports the Director of Operations, General Manager and owners with additional administrative tasks.

Reporting Relationship:

Reports directly to the Director of Operations

Job Responsibilities:

· Answering phones with professionalism and enthusiasm.

· Calling potential clients to schedule appointments with professionalism and enthusiasm.

· Represent the company to all suppliers, customers, applicants, employees, etc., to differentiate ourselves from our competition and to further enhance our “Brand of Certainty.”

· Service all prospective and existing customers to exceed their painting needs and create customers for life.

· Collaborate with all employees to meet/exceed their needs.

· Ensure that all tasks are completed in a timely and professional manner.

· Develop a close working relationship with the General Manager (GM), Director of Operations, and Sales Associate(s) (RSAs) to ensure all expectations are met with the employees and customers.

· Enter leads into (CRM) and contact all new and existing leads.

· Schedules estimates with the RSAs. – Microsoft suite, CRMs, tech savvy. Schedule the actual appintments.

· Inbound and outbound calls. Then following with the leads.

· Fill timeline: ASAP, not a huge rush.

· Maintains the RSAs schedule, adhering to their time slots for appointments.

· Sends next step emails, messages, and makes calls to each residential customer upon booking.

· Maintains communication & provides periodic scheduling updates to customers until project starts.

· Reviews all residential proposals for consistency and accuracy.

· Builds all residential “handoffs” to include all necessary documents for a successful project.

· Schedules all residential jobs and maintains communication with staff, job site supervisors, and customers.

· Fields calls from customers, JSSs, and other team members in relation to scheduling, production, and warranty issues.

· Updates and maintains production schedule.

· Maintains accurate record keeping in Customer Relationship Management (CRM) database.

· Files job details into the CRM appropriately.

· Ensures all paperwork complies for jobs requiring EPA Safe Lead Practices.

· Distributes job “handoffs” to appropriate job site supervisors.

· Provides daily production update for all staff members regarding production availability.

· Attend staff/individual meetings as required.

· Adhere to all company policies, procedures, values, and standards.

· Perform any other duties as assigned by Supervisor and/or General Manager.

· Pull and compile weekly and monthly reports as directed by Supervisor and/or General Manager.

· Participation leading to certification in the Franchise Company’s Skill Development Program. Relevant Skills include Conflict Resolution, Priority Management and Goal Setting & Review.

· Participation in Regional or National On-Going Training Conferences/ Meetings.

· Assist with subcontractor file management.

· Supporting the team to running 100% paperless (Large part of success for this role)

Competencies/Skills Required:

• Communication: Using language, verbal and written, to share and collect information, exchange ideas, and openly explore a variety of perspectives while being flexible to adjust style and content to each unique person, audience, and situation.
• Decision Making: Using sound judgement to make timely decisions while being mindful of facts, goals, constraints, and risks.
• Organization: Demonstrated ability to manage multiple priorities simultaneously, prioritize tasks effectively and maintain structured workflows to meet deadlines and achieve objectives
• Positive Attitude: Demonstrate an uplifting demeanor while engaging with team members, clients, vendors and all other persons.

Requirements

This is a 100% Remote

Up to $6/hr

Full time