Annual Maintenance Administrator

Meet Leaf Home. We turn complex home improvement projects and endless to-dos into achievements. With more than 50% of homeowners worried about the cost and effort of home maintenance, we deliver remarkable, end-to-end experiences. And get the job done right, at every step. Bringing innovative products, the best people, and the highest standards to every project.

Trusted by more than 1 million homeowners across the US and Canada, we are America’s largest direct-to-consumer full-service provider of branded home services and products. Our products, including the patented Leaf Filter gutter protection system, have earned numerous awards and recognition from Good Housekeeping, Qualified Remodeler, Angi, Consumer Reports, This Old House, and other consumer review platforms.

We are powered by extraordinary people. Our innovative products and reliable services are delivered with convenience, excellence, and quality through 250+ regional sales and installation offices and comprehensive field support offices in New York and Hudson, Ohio. We’re proud to say we’ve been consistently named one of the fastest-growing private companies by Inc. 5000 and recognized as a top employer nationally.

The benefits of working at Leaf Home are wide-ranging and include:

Industry-best compensation packages | Competitive health, dental, and vision insurance | 401k with company match | Paid time off including paid parental leave | Individualized career development programs | On-demand lunch program | Childcare assistance | Free gym membership | Employee assistance programs, including legal, financial planning, and counseling | Employee discount marketplace | Employee Resource Groups such as Vet Connect, DEI Committee, Women’s Committee.

Position Summary: The Annual Maintenance Administrator handles customer inbound and outbound calls, primarily with clients post original sale. While this position should be prepared to provide general customer service as needed, the main focus of the role will be to help customers with their annual maintenance needs.

Essential Duties and Responsibilities:

• Provide excellent customer service during all inbound and outbound phone calls while maintaining effective relationships with peers, multiple internal/external customers and senior leaders.
• Educate customers on their annual maintenance needs and generate tickets for field execution, scheduling as needed.
• Introduce the need for annual maintenance, building and retaining our customer base.
• Handle a minimum of 35 calls per day.
• Resolve any questions or issues in a professional, expeditious manner while maintaining a courteous approach.
• Keep up to date with the products and systems we install, maintenance schedules, and warranties.
• Assist with tracking and administrative duties related to the annual maintenance department.
• Schedule annual check-in calls and perform other customer service activities as needed.
• Performs other duties as assigned by supervisor.

Experience and Minimum Qualifications:

• High school diploma or equivalent.
• 1+ years of customer service experience.
• 1+ years of sales and/or marketing experience.
• Computer and keyboard proficient, job duties are essentially paperless.
• Must have reliable high-speed internet to support VoIP inbound/outbound calls.
• Ability to type minimum of 50 words per minute.
• Negotiation and closing skills.
• Ability to juggle various work activities and shift their attention from one task to another to meet the demands of different stakeholders without “dropping the ball.”
• Ability to thrive in a fast-paced, high-energy, team-oriented environment and have a “roll up your sleeves” and “win every day” mentality.
• Hold oneself accountable and responsible while being self-driven in accomplishing goals.
• Detail-oriented and can focus on the task at hand by finding the most efficient and effective pathway to completion.
• Excellent verbal and written communication skills at all levels to communicate with internal and external stakeholders articulately.
• Ability to logically connect ideas, scrutinize and evaluate arguments, find inconsistencies and errors in work, and solve complex problems.
• Ability to provide timely and empathetic service…