Shannon Anderson Email and Phone Number

One of the primary points of contact for customer onboarding, implementation, and support of our service offerings. Ensure smooth first impression for clients and full understanding of our platform through explanation, direction, and troubleshooting. Work with our organization partners, internal teams, and product development to ensure customer’s needs are being met through ongoing improvements to the products and platforms that we offer. Assist with creating and refining Standard Operating Procedures for client success and assist with partial training of new team members. Assist Client Success team members with questions, solutions to customer requests, and general help and understanding of daily tasks and responsibilities.

Assist with daily functions of the service department for commercial roofing. Including but not limited to inbound/outbound customer service, scheduling/dispatching crews, functions of accounts receivable, and creating and implementing new business processes.

• Addressed inbound and outbound customer and vendor phone calls• Date entry• Order processing• File maintenance; pricing files, inventory, contracts.

• Schedule crews, dispatch, track• Handle all customer service aspects of the service department• Establishing and executing new AR process• Address all incoming/outgoing phones calls and email correspondence• Capture/maintain timesheets for all crew members• Conduct tablet training for crews, troubleshoot while crews are in the field, upload all documents, apps, etc. that are needed• Data entry• Input and monitor payroll hours for each crew• Travel to other locations, local and out of state, for training

Manage CSR production, quality, and effectiveness. Help with training and process development along with data collection for new KPI creation. Involved in Salesforce development for CRM and facilitating that integration.

Responsibilities included monthly quality assurance checks performed on CSRs, for performance evaluation, maintaining data aimed towards monthly sales objectives and improvements, from both a team perspective and individually focused, handling escalations both internally and externally...