Customer Communication Coordinator

JOB TITLE

Customer Communication Coordinator

JOB ID

JUSRIC2

INDUSTRY

Construction Industry / Residential roofing, siding, and gutters company

LOCATION

LATAM / South Africa (Great English required)

JOB STATUS

Full Time

WORK SCHEDULE

9:00am - 6:00pm Central

SALARY

$7 - $8 per hour

TARGET START DATE

ASAP

About the Client:

The client is a U.S. based residential services company operating in the construction and insurance restoration space. They rely on structured workflows, clear communication, and consistent follow up to keep jobs moving and clients informed. This is a process driven environment where accuracy, documentation, and reliability are essential.

About the Role:

The client is seeking a highly communicative and organized Customer Communication Coordinator who will serve as the primary point of contact for customers from the initial inquiry through final project closeout, with the mission of ensuring customers are consistently over communicated with, confident in their project progress, and never left wondering what is next, while making sure no leads go cold and no projects remain open from an administrative standpoint.

Key Responsibilities

You will own the communication lifecycle of every project. This is not about being a technical expert, but about learning enough to maintain trust and provide clarity.

• Milestone Updates: Send clear, frequent updates at every major project stage.
• Homeowner Support: Answer common questions (e.g., "Is this normal?" or "Why does this look different?").
• Customer Assurance: Explain work at a high level using approved language, reassuring customers or escalating issues as needed.

Lead Intake & Follow-Up

• Respond immediately to inbound calls, texts, emails, and web leads.
• Schedule inspections using established scripts.
• Conduct outbound follow-up on missed, unscheduled, and aged leads.
• Maintain meticulous records of all lead activity in the CRM.

Scheduling & Coordination

• Coordinate inspections, follow-ups, and administrative touchpoints.
• Confirm appointments to minimize no-shows.
• Manage and maintain accurate shared calendars.

Active Project Communication

• Serve as the main point of contact while work is in progress.
• Provide proactive status updates via phone and text.
• Route technical or production-specific questions to the appropriate team members.

Project Closeout & Administration

• Track job status and ensure all required documents are in the CRM.
• Issue invoices, send payment links, and manage friendly payment reminders.
• Track recoverable insurance depreciation and follow up post-completion.
• Ensure every project is fully closed out administratively.

Role Boundaries (What You Will NOT Do)

• No Sales: You will not sell or close jobs.
• No Estimating: You will not provide pricing or write estimates.
• No Insurance Negotiation: You will not negotiate scope or coverage.
• No Production Decisions: You will not promise installation dates or make production calls.

Qualifications & Requirements

Essential Requirements (Must-Have)

• Communication Excellence: Exceptional professional spoken and written English with a strong phone presence and professional texting etiquette.
• Volume Management: Ability to manage and maintain high volumes of inbound and outbound calls and messages daily.
• Technical Setup: Reliable, high-speed internet connection capable of supporting VoIP calls and messaging software without interruption.
• Organizational Skills: High-level organizational skills with a natural tendency to "close the loop" and follow through on tasks without being prompted.
• Proactive Outreach: Comfort and confidence in making outbound follow-up calls to prospective and existing customers.

Preferred Qualifications (Nice-to-Have)

• Industry Experience: Previous experience in roofing, general construction, or insurance administration.
• CRM Proficiency: Familiarity with industry-specific CRM software such as JobNimbus, AccuLynx, or similar platforms.
• Customer Service Background: Experience in a high-touch customer service role where proactive communication was a primary metric.

The Ideal Candidate Profile

Beyond the technical requirements, the successful candidate will embody the following traits:

• The Over-Communicator: You believe there is no such thing as too much information when it comes to customer peace of mind.
• The Simplifier: You can take complex project details and explain them calmly without using confusing technical jargon.
• The Anchor: You remain professional and calm under pressure, serving as a steady point of contact for homeowners during their project.

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