Customer Success Representative - Roofing

Ruff Roofing is seeking a Customer Success Representative to join our team and help provide exceptional support to our customers.

Ruff Roofing is a Houston-based Roofing and Construction company. Our mission as the best roofing company in the wider Houston, Texas, area is to provide top-quality, reliable, and affordable roofing solutions for both residential and commercial property owners.  We offer a range of services specially tailored to our customers’ needs, from a complete roof installation to a minor roof repair, at the best cost, with accessible financing options.

Full job description

We are seeking a dedicated and enthusiastic Customer Success Representative to join our team. This role is essential in providing exceptional support to our customers and ensuring their needs are met with professionalism and efficiency. The ideal candidate will possess strong communication skills, a customer-focused mindset, and the ability to handle various tasks in a fast-paced environment.

Key Responsibilities:

-         Act as coordinator and customer advocate for difficult customer issues, including the development and execution of root cause analysis and related plans for corrective action.

-         You are the second person after the sale that the customer will interact with. You will own the customer experience from when the sale occurs to when it is completed. You are proactive in reaching out to the client and keeping them updated with their ongoing projects.

-         When issues arise - delays, weather, paperwork or people - you don’t just solve them, you humanize them. You calm tension, offer solutions, and make clients feel like they have a true partner, not just a service provider.

-         Measure what matters - you track it. You take pride in clean data, CRM updates, and insights that help us grow. Customer Satisfaction isn’t just a goal, it's your scorecard.

-         You are the bridge between departments. Sales, production, insurance, accounting - you speak their language and help keep everyone accountable to the customer. You catch what others miss.

-         Collaborate with customers to understand their unique needs, challenges, and objectives, and tailor our solutions to address them effectively.

-         Will own the follow up process from jobs

-         Manage customer reviews on all platforms; Google, BBB, Yelp, Facebook, and others

-         Actively participate in team meetings and training.

-         Consistently utilize advanced listening, rapport, and closing skills.

What You’ll Bring:

-         Experience: 3-5 years in a customer service role

-         Customer obsessed mindset

-         A self-starter who knows how to execute.

-         Detailed driven and lined focused; organization and transparency are part of your ethos

-         Enthusiasm to be a part of a dynamic and growing company

-         Former experience within a call center environment

-         Fast learner of products and services and a willingness to know more about the roofing industry

-         Prior experience in insurance, construction, or warranty

-         Exceptional problem-solving abilities

-         Relentless in finding solutions

-         Ability to demonstrate good judgment and be the advocate for our customers.

-         Strong communication skills and customer support skills

-         Ability to anticipate the needs of the customer before they become an issue

-         Language Skills: Spanish-speaking is a plus.

What We’re Looking For:

-         Accountability: Take full ownership of your team’s outcomes and performance.

-         Discipline: Bring structure, consistency, and strong execution to daily operations.

-         Loyalty: Commitment to the team and the company’s mission and values.

-         Results-Oriented: Focus on delivering high-quality outcomes rather than just activity.

-         Adaptability: Thrive in a fast-paced, scaling environment where change is constant and challenges are met head-on.

Compensation & Benefits:

-         Career advancement opportunities in a rapidly growing company

-         Leadership in a mission-driven, values-based team

Schedule:

• 8-hour shift, Monday through Friday

Work Location:

• In person in office, Houston TX, 77079

The expected compensation for this position is:

$45,000.00 USD - $50,000 USD

Annual Bonus, 15 days of PTO, 6 Public Holidays, 1 Floating Holiday

• ** Pay is based on a number of factors including qualifications, skills, and experience.