Customer Account Representative I

Apex Roofing and Restoration is hiring Customer Account Representatives / Customer Service Professionals

The Customer Account Representative II, contacts customers by telephone to maintain a relationship with a customer from beginning to end. This position is the main point of contact for a customer. This team member has contact with customers, other company departments, insurance agents, and other outside agencies.

Job Duties

  1. ·         Initiate contact with customers via telephone in an effort to establish a long term relationship with our customer.
  2. ·         Manage an account information from initial contact to project close out.
  3. ·         Maintain contact with customers via telephone in an effort to obtain payments on an accounts, while maintaining quality customer service and achieving established performance goals.
  4. ·         Calls are generated by manual dialing.
  5. ·         Assist customers with questions and problems regarding their account, such as reviewing payment schedule, discussing explanations for past due accounts, clarifying job status, and clarifying payment policies.
  6. ·         Resolve delinquency issues by facilitating problem analysis and problem solving with the customer, and by effectively overcoming objections.
  7. ·         Resolve conflicts professionally to achieve customer satisfaction.
  8. ·         Identify and pursue alternative ways for locating the customer.
  9. ·         Document conversations with customers and accurately update their accounts in computer system.
  10. ·         Report to work as scheduled, including evenings, weekends, and overtime.
  11. ·         Maintain contact with mortgage companies, insurance companies, and other trade companies directly related to the customer project.
  12. ·         Promote a cooperative and productive work environment in line with company values. Uphold Center culture and comply with corporate policies.
  13. ·         Have a thorough understanding of the insurance claim restoration processes.

 Requirements

  1. ·         Previous call center, collections, and/or sales experience. (insurance claims handling preferred)
  2. ·         Microsoft Office
  3. ·         CRM experience preferred
  4. ·         High school diploma or equivalent required