Roofing Program Coordinator

Organization Summary
Civic Works’ Energy Programs makes it easy and affordable for Baltimore City and Central Maryland residents to go solar, upgrade their energy efficiency, and strengthen the resilience of their homes, which often includes a variety of roofing repairs and services. Through our programs, residents of all income levels lower their energy bills, improve the comfort and safety of their homes, and have a positive impact on the environment. As an integral part of Civic Works’ job training center, we also play a pivotal role in expanding access to quality careers in the clean energy sector.

In 2023, Civic Works launched its low-income solar and roofing installation and services program. With key partners and funding in place, Civic Works has rapidly scaled the program, serving 150 low-income households over the past 2 years. Civic Works is hiring a Roofing Program Coordinator to provide administrative and data management support across the roofing team. Civic Works’ green initiatives have been highlighted by The Baltimore Sun, The Washington Post, the US Conference of Mayors, and the Maryland Sustainable Growth Commission. Join us in creating a resilient clean energy economy. Learn more about our transformative residential energy programs at https://civicworks.com.

Position Summary
The Roofing Program Coordinator will support Civic Works’ roofing team during an exciting period of growth. The Roofing Program Coordinator will serve as the primary coordinator for Civic Works' roofing initiatives, overseeing project scheduling, quality control activities, customer communications, and issue resolution from project intake through completion. Reporting to the Solar and Roofing Operations Manager, this role will ensure roofing projects are delivered efficiently, meet quality standards, and provide an excellent customer experience.

In addition to supporting roofing operations, the Coordinator will be responsible for scheduling and administrative coordination for Civic Works' solar program, particularly where roofing and solar projects intersect. The position requires strong organizational skills, attention to detail, the ability to pivot in a growing and dynamic environment, and the ability to coordinate multiple stakeholders, including homeowners, field staff, contractors, and program partners.

Primary Responsibilities:
I. Program Coordination

1. Coordinate all in-house roofing repairs, replacements, warranty work, and maintenance activities.
2. Maintain project schedules and monitor roofing project milestones from intake through completion.
3. Serve as the primary point of contact for homeowners regarding roofing project scheduling, updates, and concerns.
4. Coordinate roofing quality control site visits and track corrective actions through closeout.
5. Support communication and coordination between roofing crews, subcontractors, vendors, and internal staff via Salesforce, Slack, and contractor operations reports.
6. Monitor project timelines and identify potential delays, scheduling conflicts, or operational challenges.

II. Data

1. Maintain accurate roofing project records, documentation, and reporting within Salesforce and other program platforms.
2. Collaborate with the Salesforce administrators and program managers to customize the database to make it more effective for roofing initiatives.
3. Review field documentation, assessment reports, and project records to ensure completeness and compliance with program requirements.

III. Customer Complaint & Issue Resolution

1. Serve as the primary point of contact for customer complaints, concerns, warranty requests, and maintenance issues, documenting and coordinating with internal staff, subcontractors, and vendors from intake through final resolution in a timely manner. 
2. Maintain detailed records of complaint investigations, corrective actions, and outcomes within Salesforce. 
3. Identify recurring issues and recommend process improvements to enhance customer satisfaction and program performance.    

IV. Operational & Solar Program Support

1. Utilize Salesforce CRM to track project statuses, maintain customer records, and ensure milestones, tasks, notes, and documentation remain current. 
2. Provide support with collecting and organizing project documentation, invoices, warranties, permits, and grant reporting materials as needed.
3. Support data management, file organization, and reporting requirements across solar and roofing programs.
4. Support scheduling and coordination of solar site visits, installations, inspections, and maintenance activities.
5. Assist with developing and improving operational procedures, workflows, and reporting processes. 
6. Support recruitment, vetting, and screening of new roofing contractor partners. Obtain copies of materials, such as appropriate and relevant certifications, liabilities, and insurance documentation. 

V. Promotion & Marketing Support

• Collaborate with Civic Works’ Marketing team on social media campaigns.
• Collect and develop client testimonials for promotional content.

Education and Experience

• Proficiency in Microsoft Office Suite and Google Workspace is required.
• Experience in an administrative or project support role is preferred.
• Experience with CRM software is required; Salesforce experience is strongly preferred.
• Familiarity with the roofing or construction industries is a plus.
• Experience with programs that serve low-income clients is preferred.

Skills and Abilities

• Strong computer and database management skills.
• Highly organized, detail-oriented, and able to manage multiple tasks simultaneously.
• Ability to prioritize tasks and manage time effectively.
• Adaptable and open to evolving responsibilities to meet the needs of the program.
• Ability to recognize problems, develop innovative solutions and implement them.
• Exceptional personal responsibility for meeting goals, deadlines, and a track record of success.
• Strong initiative and creativity, and able to excel while working independently.
• Ability to collaborate and communicate effectively with coworkers and external stakeholders.
• Excellent professional writing and verbal communication skills, with a proven ability to draft clear and effective emails and various forms of correspondence.
• Ability to accept and effectively utilize constructive feedback to improve performance and deliverables.
• Ability to delegate tasks to colleagues and follow up when necessary.

Work Schedule and Location

• Schedule: The position has a default work schedule aligned with standard business hours of approximately 7am - 3pm or 8am - 4pm, Monday through Friday, with reasonable flexibility to accommodate deadlines and personal needs.
• Hybrid Work Policy: The position can apply to work from home up to two days per week, and would work at least 3 days per week from Civic Works’ office in Baltimore City. During the 90-day orientation period, additional in-office days will be required. This arrangement is subject to change based on organizational needs and may be adjusted to include additional in-person time.

Benefits

• Eligible for benefits, including but not limited to medical, dental, and vision insurance, long-term and short-term disability, life insurance, 401(k) plan with employer match, and paid time off.

Salary : $55,000 - $60,000