Business Support Associate

Socket.dev; Landover (MD); On-site; USD 42,000 - 64,000; Full time

Job summary

Renuity, LLC is seeking a Business Support Administrator to handle contracts and customer scheduling, ensuring smooth progress from lead to install. You will coordinate with Sales, Operations and Engineering to avoid delays and support financing and payment processes.

The role emphasizes strong communication, problem solving, and CRM usage, with responsibilities spanning contracts, appointments, calls, and follow-up actions for customers.

Qualifications

• Proven track record in excellent customer service.
• Excellent communication skills.
• Problem solving skills.
• Understanding and previous use of CRM systems.
• Professional appearance and conduct.

Responsibilities

• Process new job contracts.
• Review and process Lead Perfection Status items (Down payment Hold, Split Deposit, Pending Load, Change Order Pending, Pending Designer Paperwork).
• Schedule Measure Tech appointments with customers.
• Schedule Install appointments with customers.
• Place confirmation calls to customers.
• Review actions required prior to appointment day to ready the space for install.
• Coordinate with Sales, Operations and Engineering to prevent delays.
• Handle payment functions: demand letters, payment failures, financing questions, and funding on financed jobs.
• Manage scheduling/CS functions and communications with customers.

Skills

Communication skills

Problem solving

CRM experience

Organizational ability

Decision making

Tools

Microsoft Office 365

Job description

Our Vision:

The most trusted name in home improvement, providing every homeowner with a seamless journey to a home they love.

Our Mission:

Create value for our stakeholders by elevating customer expectations across our industry and consistently delivering best-in-class home improvement services. We accomplish this through tech-enabled innovation, industry-leading talent, and a company-wide commitment to seamless customer experiences.

• Looks for ways to show continuous improvement for the team and business
• Proactively solves problems while generating alignment with the proper stakeholders
• Comfortable with change and is a change agent. Leans into as opposed to resisting it
• Brings new ideas to the table to drive the business forward

Culture Builder

• Brings a positive can-do mindset in good and bad times that permeates through the team
• Creates a fun, engaging, and professional work environment
• Actively solicits and implements feedback from direct reports
• Celebrates and recognizes employee for positively impacting the team and business

Most importantly, together we embrace a collaborative spirit to propel all Renuity Divisions to achieve faster growth, greater profitability, and become THE most trusted name in home improvement.

Job Summary:

The Business Support Administrator Function is responsible for the contract process.

• Processing new job contracts
• Review and Process the following Lead Perfection Status’:
  • Down payment Hold
  • Slit Deposit
  • Pending Load
  • Change Order Pending
  • Pending Designer Paperwork
• Schedule Measure Tech appointments with customers
• Schedule Install appointments with customers
• Place confirmation calls to customers
• Review with customers required actions prior to the appointment day to ready the space for install
• Work with Sales, Operations and Engineering to ensure that jobs are not held up in any status
• Payment Functions:
  • Sending demand letters
  • Listening when required
  • Reviewing bank turndowns, investigating and providing answers
  • Review payment transaction failures and contact either sales or install for returns
  • Review job completion and request funding on financed jobs
  • Process Line of Credit and Cashier’s checks
• Follow up with any financing questions (SVF, AQUA)
  • Manage any expiring loans
  • Customers challenging payment
  • Completion certificate disbursements
• Scheduling/CS Function
  • Review and match Calendly to Lead Perfection Scheduling
  • Review voicemails and follow up with customers
  • Welcome call/text
  • Monitor chat and provide sales ability (Coatings only)
  • Appointment confirmation calls
• Perform other work-related duties as assigned.

Qualifications:

• Ability to focus on a goal and obtain a pre-determined result.
• Previous experience in home improvement job scheduling an asset
• Ability to influence others to perform their jobs effectively and to be responsible for making decisions and for the results of those decisions.
• Ability to organize and direct oneself
• Ability to obtain and appropriate the proper usage of equipment, facilities, materials, as well as personnel.
• Ability to perform work accurately and thoroughly.
• Possessing the trait of being organized or following a systematic method of performing a task.
• Ability to find a solution for or to deal proactively with work-related problems.
• Ability to provide guidance and feedback to help others strengthen specific knowledge/skill areas.
• Conduct and appearance is professional and to company standards and policies.

Key Performance Indicators:

• Backlog Turnover
• Throughput Capacity – Scheduling to Install Capacity
• NPS Score
• Install Revenue

Essential Functions/Physical Requirements of Job:

Skills & Abilities:

• Ability to influence others to perform their jobs effectively and to be responsible for making decisions.
• Excellent communication skills
• Problem Solving skills
• Use Closet Pro effectively to price any non -production services
• Ability to use effective verbal and written communication skills.

Qualifications:

• Proven track record in excellent customer service
• Excellent communication skills
• Problem Solving skills
• Understanding and previous use of CRM systems.

Computer Operations:

To perform this job successfully, an individual should have a strong knowledge of Microsoft Office 365 Suite, and the ability to learn and effectively use software applications used in the performance of job duties as well as the ability to read and interpret basic construction drawings.

Physical Requirements:

To perform this job successfully, an individual should be able to sit for long periods of time at a desk using a computer and occasionally lift and/or move up to 25 lbs.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Job Classification:

Job is exempt from the overtime provisions of the Fair Labor Standards Act. Salary and benefits shall be paid consistent with Renuity, LLC salary and benefits policy.

Job is non-exempt and eligible for overtime payment for hours worked over 40 hours per work week consistent with the Fair Labor Standards Act and company policies. Wages and benefits shall be paid consistent with Renuity, LLC wage and benefits policy.

Work Environment:

The work is performed in an office setting. The noise level is moderate.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, and responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Background Check:

The offer is contingent upon passing an acceptable background check.

Renuity and its affiliates are committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members.If you have a disability under the Americans with Disabilities Act or similar law, and you need an accommodation during the application process or to perform these job requirements, or if you need a religious accommodation, please contact [e-mail].

If you have a question regarding your application, please contact [e-mail]

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