Contractor Support Specialist

PURPOSE

The Contractor Support Role is responsible for serving the contractor base for Microf by providing outstanding customer service both on incoming and external calls. The ideal candidate will have a strong customer service orientation assisting contractors and partners with inquiries and requests, ensuring a positive experience. The Contractor Support Role leverages all available resources to meet contractor expectations while creating a great customer experience through personalized, informed support. This position serves as a link between our contractor base and internal departments including Sales, Originations, Compliance and Operations. The chosen candidate will work remotely primarily, with an expectation of coming into the Atlanta office upon request.

DIMENSIONS

Performance benchmarks and objectives will be established annually by the VP of Partner and Client Success according to company and team Management Business Objectives (MBOs).

KEY RESPONSIBILITIES

Provide excellent customer service by responding to incoming contractor calls by identifying needs and providing solutions.

Adhere to the workforce management plan to ensure speed of answer and other service level targets are met within the SLA.

Proactively communicate in a professional, efficient manner while maintaining attention to detail.

Document contractor interactions in a clear, consistent, and timely manner immediately following each call.

Utilize computer systems to access contractor information and update records.

Provide support and education to contractors.

Research and troubleshoot system issues.

Partner and collaborate with the sales, operations, and compliance departments.

Assist in process development and Standard Operating Procedures documentation.

Recommend and implement processes to support contractor needs.

Create customer correspondence and take on additional administrative tasks as needed.

Other duties as assigned.

Requirements

QUALIFICATIONS

• Exceptional communication skills, both verbal and written
• Excellent active listening abilities to understand and address contractor needs.
• Requires a professional demeanor, even during challenging interactions.
• Strong attention to detail.
• Proven time management and organization skills.
• Strong typing skills and ability to learn new systems quickly.
• HVAC knowledge / experience a plus.
• Strong teamwork skills and proven ability to work as part of a team.
• Goal oriented and self-motivated.
• 2- or 4-Year Degree or equivalent experience.

Benefits

BONUS PLAN

Up to 10% of base salary, paid annually based off company and personal performance.

Eligible for participation in the Company's Group Medical Plan and Group Supplemental Insurance Plan on the 1st day of the month following the completion of the Employee's first 60 days of service.

Nine (9) paid holidays per year.

Fifteen (15) days paid time off annually after 90 days of employment prorated based on the date hired.

Eligible for participation in the company 's 401(k) plan after one year of service.

Qualification

Bachelor's Degree