Client Success Associate - Remote

Cook Roofing Company is seeking a professional, dependable, and customer focused Client Success Associate to join our growing team. This is a fully remote position focused on delivering an exceptional client experience throughout the roofing process from initial communication and scheduling through project completion and follow up.

The ideal candidate is an excellent communicator who is organized, responsive, comfortable working independently, and genuinely enjoys helping customers. You will serve as a trusted point of contact for clients while coordinating closely with our roofing, production, sales, and administrative teams.

What You’ll Do

• Communicate professionally with clients by phone, email, text, and other approved communication channels.
• Respond promptly to client questions, requests, concerns, and updates.
• Maintain accurate and timely client records, notes, appointments, and follow up activities in company systems.
• Coordinate appointments, inspections, project updates, and other client facing activities.
• Proactively follow up with clients to ensure they understand project status, next steps, and expectations.
• Identify potential client concerns early and work with the appropriate internal team to resolve them.
• Help ensure clients receive consistent, accurate, and professional communication throughout their experience with Cook Roofing.
• Collaborate with sales, production, roofing crews, management, and administrative personnel to keep projects moving efficiently.
• Document important client interactions and maintain confidentiality of company and customer information.
• Follow established procedures, communication standards, and quality expectations.
• Contribute ideas that improve client satisfaction, communication, efficiency, and overall service quality.

What We’re Looking For

Required:

• 1+ year of experience in customer service, client success, account coordination, administrative support, hospitality, sales support, or a related role.
• Excellent written and verbal communication skills.
• Strong organization, time management, and follow through.
• Professional telephone and email etiquette.
• Ability to manage multiple priorities without losing attention to detail.
• Comfortable learning and using CRM, scheduling, communication, and other business software.
• Ability to work independently in a remote environment while remaining highly responsive and accountable.
• Reliable internet connection and a professional , distraction minimized home workspace.

Preferred:

• Experience in roofing, construction, home improvement, property services, insurance restoration, or a related industry.
• Experience with CRM or project management systems.
• Experience coordinating multiple customers, appointments, or active projects.

What Success Looks Like

Successful Client Success Associates build trust with clients, communicate proactively, keep information accurate, follow through on commitments, and help create a smooth experience from the first interaction through project completion.

Compensation & Benefits

• Competitive compensation based on experience and qualifications.
• Fully remote work environment.
• Structured onboarding and training.
• Ongoing professional development and coaching.
• Collaborative support from experienced team members and leadership.
• Opportunities for professional growth as the company continues to expand.
• Company provided systems and tools necessary to perform the role.
• Paid time off and company holidays, subject to company policy.
• Additional employee benefits may be available based on eligibility and applicable company plans.

Schedule & Employment

Employment Type: Full time
Work Arrangement: Fully Remote
Schedule: Regular business hours with occasional flexibility required to meet client and operational needs.

Cook Roofing Company is committed to providing a professional, respectful, and inclusive workplace. Employment decisions are based on qualifications, performance, business needs, and other lawful considerations. We encourage qualified candidates with diverse backgrounds and experiences.