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FORTIFIED Technical Services Representative
2 months ago
**Job Summary:**
The Insurance Institute for Business & Home Safety (IBHS) is seeking a highly skilled FORTIFIED Technical Services Representative to join our team. As a FORTIFIED Technical Services Representative, you will be responsible for providing fast, accurate, and solutions-based support to stakeholders and customers related to the FORTIFIED suite of programs.
**Key Responsibilities:**
- Manage day-to-day activities related to new and existing FORTIFIED requests for information, including research and investigation, assignment of follow-up actions, preparation of various communications, and resolution.
- Respond to multiple types of communication, including CRM system tickets, phone calls, and emails.
- Apply business reasoning and critical thinking to answer questions about FORTIFIED programs and offerings to best support internal and external stakeholders and enhance their FORTIFIED experience.
- Create and maintain close relationships with internal and external customers to align with our core values.
- Participate in ongoing training for FORTIFIED program offerings and products.
- Support the development and implementation of workflow, processes, and system improvements.
- Build sustainable relationships and trust with FORTIFIED stakeholders through open and interactive communication.
- Provide accurate, valid, and complete technical and FORTIFIED program information by using the right methods and tools.
- Collaborate with other departments to support FORTIFIED expansion and improve overall stakeholder satisfaction.
**Requirements:**
- Bachelor's degree in Architecture, Engineering, Construction Management, or a related field (preferred).
- Minimum of 5 years of experience in roofing consulting, design, and inspection.
- Proven track record of successful projects and client management.
- Registered Roof Consultant (RRC) or Registered Roof Observer (RRO) certification from the International Institute for Building Enclosure Consultants (IIBEC) is preferred.
- Intermediate proficiency in Microsoft Office products and ability to learn proprietary software.
- Language Skills: Bilingual proficiency in English and Spanish, both written and verbal, preferred.
**Working Conditions:**
The work is performed mostly indoors, climate-adjusted with mild noise and light fluctuations. Typical office environment where desks, rolling chairs, supply boxes, etc. may present an occasional hazard. Travel and time in the field are limited.
**Physical Requirements:**
- Visual Acuity: close visual acuity to perform an activity such as computer typing, extensive reading, preparing, and analyzing reports, documenting minutes of a meeting.
- Hearing: Perceiving the nature of sounds at normal speaking levels with or without correction.
- Talking: Expressing or exchanging ideas by means of the spoken word.
- Walking: Moving about on foot to accomplish tasks, particularly for long distances or moving from one work site to another.
- Standing: Particularly for sustained periods of time.
- Sitting: Particularly for extended periods of time.
