Job Summary

This position is responsible for managing leak report processes on existing Carlisle warranted roofing projects. This includes direct communication with Building Owners, Architects, Roofing Consultants, Owner Representatives, and Approved Carlisle Applicators. Key duties involve issuing purchase orders, coordinating and following up on service requests during the two-year responsibility period, and ensuring timely communication with Warranty Services Project Managers when Field Service Representative site visits are necessary. Additionally, the role requires the performance of various administrative tasks, including invoice entry and record keeping. This job will be expected to perform duties Monday – Friday, 8am – 5pm.

 

Duties and Responsibilities:

Process incoming leak requests from Building Owners, Architects and Applicators. Verify current owner address information and contact person at project. Initiate warranty claim by data entry into CWS Claims system. If non-warranted or expired, advise caller. Answer telephones including toll free ACD lines & monitor shared inboxes for warranty claims. Identify cues to escalate issues and distribute calls within the department and in the company. For Strategic Accounts, compile Owner Work Order Instructions (when applicable), and link these with Carlisle’s Purchase Order. Assign the repair in the owner’s work order system, and conduct follow up calls. Assist in opening the mail and distributing appropriately. Review incoming invoices for completeness and enter approved, coded invoices for payment. Train new employees in the roofing system. Basic reporting and follow up calls related to roofer performance/turnaround and repeat leaks. Order Materials for large repairs. Invoice Review (p-Coding) for standard claims Perform Account Management duties for Strategic Account Customers Determine Warranty Coverage for standard claims and communicate/interpret for owners/roofers Communicate Warranty Position for some standard claims or some additional larger claims. Other duties as assigned

 

Required Knowledge/Skills/Abilities:

Essential Full Performance Knowledge:

Basic Mathematics

Geography

Phone Etiquette

Grammar/Spelling, composition of emails

Company programs & processes

Basic filing procedures

Roofing business terminology and application

Product Knowledge

Minor Repair Procedures

Essential Full Performance Skills:

Word Processing /Typing

Customer Service

Interpersonal dealings with a variety of people

Problem Solving

Conflict resolution

Stress Tolerance

Empathy / Listening Skills

Organizational Skills

Negotiation Skills

Builds Rapport

Analytical Skills

Empathy

Prioritizing/Self Directed

Essential Full Performance Abilities:

Oral Comprehension

Oral Expression

Written Comprehension

Speech Clarity

Speech Recognition

Problem Sensitivity

Timeliness of response

Multitasking

 

Education and Experience:

Required: High school diploma or equivalency Preferred: Three – five years of administrative experience. Two years of experience in the Roofing industry. Bachelor's degree

 

Working Conditions:

Office Environment

 

 

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