Owner Services Specialist
The Johns Manville Roofing team is looking to hire an Owner Services Specialist to join our team in Denver, Colorado. As the Owner Services Specialist you will be the designated point of contact for a set list of Preferred Accounts, as well as regional owner accounts. This position will manage accounts from the point of sale of the guarantee throughout the lifecycle of the guarantee. Key activities include proactive relationship building, developing customer-specific strategies with the outside owner services sales team, guarantee transfers, managing claims requests, proactively selling for PeakLife extensions and managing customer data integrity.
The right candidate will be involved in negotiation and conflict management with a focus on risk mitigation while maintaining business relationships.
As part of the lifecycle of a guarantee, this candidate will work with our Preferred Accounts team on provide owners the value potentially extending the manufacturer s guarantee and explain the work required. The person in this role will also feel comfortable in calling existing JM Building Owner Customers to introduce and explain a Guarantee extension program and feel comfortable discussing the lifecycle costs of roofs.
This is a role is new and will evolve and have additional responsibilities as the program grows and matures. If you are change leader, customer-oriented, flexible, team player, have a background in roofing, are comfortable asking for the sale, love finding solutions and driving problems to resolution, this role offers all that and more.
Your Day-to-Day:
Be the expert for Preferred Accounts, develop and maintain a positive relationship by responding to calls promptly with status updates, follow through and swift resolution to the needs of our large national accounts.
Build and maintain working relationships with contractors, field technicians and technical managers to ensure a high level of service, quality of workmanship and customer assurance on problem resolution.
Take the lead in coordinating and resolving complex claims while maintaining customer satisfaction and minimizing JM legal risk.
Deliver excellent customer service to JM building owners by processing claims and providing follow up to ensure customer satisfaction.
Speak with contractors to coordinate leak repair schedule, performance of repair and responsibility for repair payment.
Assist with the delivery of roofing assessments for building owners utilizing field reports and the SalesForce Database.
Call Owners with existing guarantees to introduce and sell the value of the JM Peak Advantage Guarantee Extension Program.
Analyze and process invoices weekly, determining which repairs are approved under the JM guarantee and follow the Claims department policies and procedures.
What You Bring to the Team:
Bachelor s degree in engineering, construction management, or architecture or five years of professional work experience in lieu of a degree.
Two years of experience in a sales-oriented position.
Understanding of all commercial roofing systems, components, construction process and all parties involved. Solid
Proficient in Microsoft Office. Solid
Excellent interpersonal, verbal, and written communication skills. Expert
Solid customer service and negotiating skills. Solid Expert
Excellent organization skills and the ability to multitask Solid Expert
Working knowledge of SalesForce and or SAP systems Solid
Ability to work independently and in a team environment Solid
Minimal travel required. 0 to 10 days per year
Work environment is typical of an office setting
