Client Success Associates

About Cook Roofing Company

Cook Roofing Company is committed to delivering a professional, dependable client experience from the first conversation through the completion of each roofing project. We are seeking a Client Success Associate who is organized, responsive, professional, and genuinely enjoys helping customers.

This is a fully remote position for someone who can communicate confidently, manage multiple priorities, follow established processes, and build trust with clients throughout their experience with our company.

Position Summary

The Client Success Associate serves as a key point of contact for clients and helps ensure a smooth, timely, and professional customer experience. You will communicate with clients by phone, email, text, and other approved channels; coordinate information between clients and internal teams; document interactions accurately monitor follow ups and proactively address questions or concerns.

The ideal candidate is customer focused, dependable, detail oriented, comfortable working independently, and able to maintain a high standard of professionalism in a fast paced remote environment.

Key Responsibilities

- Serve as a primary point of contact for clients throughout the customer journey.
- Respond promptly and professionally to client questions, requests, and concerns.
- Make outbound calls and follow up with clients regarding appointments, project updates, documentation, and next steps.
- Maintain accurate and timely records in company systems and CRM platforms.
- Coordinate communication between clients, sales, production, scheduling, and other internal teams.
- Monitor client needs and follow up proactively to prevent communication gaps or delays.
- Help resolve routine client concerns and escalate complex issues appropriately.
- Set clear expectations and provide accurate information regarding company processes and services.
- Maintain confidentiality and handle client information responsibly.
- Consistently follow company procedures, communication standards, and quality expectations.
- Contribute to a positive client experience and help strengthen long term customer relationships.

Qualifications

Required:

- 1+ year of experience in customer service, client success, account coordination, inside sales, or a related role.
- Excellent verbal and written communication skills.
- Strong organizational and time management abilities.
- Comfortable communicating with customers by phone, email, and text.
- Strong attention to detail and accurate documentation habits.
- Ability to manage multiple clients, priorities, and deadlines independently.
- Professional, dependable, solution oriented approach.
- Comfortable learning and using CRM, communication, and other business software.
- Reliable high speed internet and a professional, distraction minimized remote workspace.

Preferred:

- Experience in roofing, construction, home services, insurance, property services, or a related industry.
- Experience working in a remote customer facing position.
- Familiarity with CRM systems and customer communication platforms.

What We Offer

- Fully remote work environment
- Competitive compensation
- [Medical, dental, and vision insurance]
- [401(k) and company match]
- [Paid time off and paid holidays]
- [Company paid or supplemental life/disability coverage]
- [Home office or internet support, if applicable]
- Supportive team environment and structured onboarding
- Opportunities for professional growth as the company continues to grow

What Success Looks Like

Success in this role means clients receive timely, accurate, and professional communication; commitments and follow ups are consistently completed; information is documented correctly; and internal teams have the information they need to deliver an excellent customer experience.

Cook Roofing Company is an equal opportunity employer. Employment decisions are based on qualifications, business needs, and organizational requirements.