Own the communication lifecycle of every project.
Send clear, frequent updates at every major project stage.
Answer common questions (e.g., "Is this normal?" or "Why does this look different?").
Explain work at a high level using approved language, reassuring customers or escalating issues as needed.
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.
Coordinate inspections, follow-ups, and administrative touchpoints.
Confirm appointments to minimize no-shows.
Manage and maintain accurate shared calendars.
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.
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.

Requirements

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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft skills

communicationorganizational skillscustomer servicefollow-throughprofessional spoken Englishprofessional written Englishphone presencetexting etiquettereassuranceescalation