Administrative Assistant

About the Role

Our client is a well-established roofing contractor based in Colorado, USA, serving customers across the Colorado Front Range.

The business currently completes approximately three roofs per week and has the infrastructure to significantly increase its volume. They are looking for a highly organised, proactive and detail-oriented Administrative Assistant to support the growing operation.

Despite the Administrative Assistant title, this is not a junior or passive role. The successful candidate will be expected to take ownership, work independently, follow projects through to completion, identify issues before they become problems and continuously look for ways to improve processes.

This is a phone-heavy and customer-facing position, with significant inbound and outbound communication. Native-level or near-native spoken English is essential.

Key Responsibilities

Customer & Office Administration

• Answer and return company phone calls.
• Monitor and respond to company emails.
• Communicate professionally with homeowners, vendors, subcontractors, insurance companies, inspectors and municipalities.
• Maintain accurate customer and project records.
• Manage tasks and projects within the CRM system.
• Keep project notes, statuses, documents and follow-up tasks up to date.
• Identify projects or tasks that appear stalled and take appropriate action.

Lead Follow-Up

• Contact new leads promptly.
• Follow up with leads who have not scheduled appointments.
• Assist with inspection and appointment scheduling.
• Document all lead communication and follow-up activity.
• Ensure potential opportunities do not fall through the cracks.

Permits & Inspections

• Apply for roofing and construction permits with cities and counties throughout Colorado.
• Research municipality-specific permitting requirements.
• Track permit applications through approval.
• Record permit costs and upload permits to customer files.
• Identify projects requiring mid-roof or specialist inspections.
• Schedule required inspections.
• Coordinate ladder sets where required.
• Communicate inspection dates and requirements to homeowners.
• Track inspections through final approval.

Permitting is a significant part of this position, and the successful candidate will need to manage different requirements and online portals across approximately 20 Colorado municipalities.

Insurance Supplements

• Assist with submitting insurance supplements.
• Maintain the Supplements in Progress tracker.
• Track original insurance pricing, supplement status, approvals and increases.
• Save supplement documentation to customer files.
• Communicate supplement submissions and approvals to homeowners.
• Follow supplements through to completion.
• Ensure approved supplemental amounts are reflected correctly in final billing.

Invoicing & Accounts Receivable

• Prepare down-payment invoices.
• Review signed quotes and insurance estimates when preparing invoices.
• Understand basic insurance terminology such as RCV and supplemental payments.
• Prepare final invoices and incorporate applicable change orders.
• Update invoices when insurance supplements are approved.
• Monitor accounts receivable.
• Contact customers regarding unpaid balances.
• Document collection communication and follow up until outstanding balances are resolved.

Project Completion & Warranties

• Prepare Certificates of Completion.
• Send completion documentation to customers and insurance carriers where required.
• Complete the company's 5-Year Hail & Wind Warranty process.
• Identify applicable manufacturer warranties from signed contracts.
• Register manufacturer warranties with relevant manufacturers.
• Maintain accurate warranty documentation.
• Notify homeowners once warranty registration has been completed.

CRM & File Management

• Maintain complete and organised customer files.
• Ensure CRM and Google Drive information remains consistent.
• Upload permits, supplements, warranties, certificates, invoices and other project documentation.
• Maintain consistent file naming and folder structures.
• Identify and clean up duplicate, outdated or incorrectly stored documents.
• Continually improve the organisation of digital files and records.

Process Improvement & Automation

The client is looking for someone who will improve the system rather than simply work within it.

Responsibilities will include:

• Helping maintain and improve CRM workflows.
• Reviewing task templates, project stages, forms and automations.
• Identifying repetitive administrative tasks that could be automated.
• Identifying process gaps that could lead to errors.
• Creating and maintaining SOPs and checklists.
• Assisting management with improving processes between sales, production, administration and accounting.

Compliance & Administration

• Maintain subcontractor documentation and compliance packets.
• Track W-9s, Certificates of Insurance, subcontractor agreements and other required paperwork.
• Follow up on expired or missing documentation.
• Maintain HR and company documentation.
• Track contractor licences and registrations.
• Ensure licence and registration renewals are completed before expiry.
• Maintain insurance certificates and compliance documentation.
• Maintain accurate vendor, municipality, inspector and manufacturer contact information.

Google & Marketing Support

Once core administrative responsibilities are under control, the successful candidate may also assist with:

• Maintaining Google Business Profiles.
• Uploading project photographs and before-and-after content.
• Organising project photographs and marketing assets.
• Creating before-and-after project videos using provided templates.
• Organising marketing and social media assets.

Requirements

The ideal candidate will have:

• Previous experience in an administrative, operations, customer service, coordination or similar role.
• Excellent spoken and written English.
• Strong telephone and customer communication skills.
• Confidence making outbound calls.
• Strong computer literacy.
• Excellent organisational and time-management skills.
• Exceptional attention to detail.
• The ability to work independently and take ownership.
• The ability to manage multiple tasks, projects and deadlines.
• Strong problem-solving skills.
• The ability to identify inefficiencies and suggest improvements.
• Experience working with CRM systems is advantageous.
• Strong Google Workspace/Google Drive skills.
• The ability and willingness to work US Mountain Time hours.

Advantageous Experience

Experience in any of the following would be beneficial:

• Roofing or construction administration.
• Insurance administration or claims.
• Permitting.
• Accounts receivable or collections.
• CRM administration.
• Project coordination.
• Compliance administration.
• Process improvement.
• SOP development.
• Experience working with US-based companies.
• Experience working US hours.

Candidate Profile

The ideal candidate is someone who:

• Takes initiative rather than waiting to be instructed.
• Is highly organised and detail-oriented.
• Is confident speaking to customers and making outbound calls.
• Can manage difficult conversations professionally.
• Follows tasks through to completion.
• Notices when something is falling through the cracks.
• Can work independently with minimal supervision.
• Enjoys improving processes and finding efficiencies.
• Is comfortable learning new systems and technology.
• Takes ownership and accountability for their work.

Key Consideration

This is not a quiet back-office administrative position. The role involves frequent phone communication, outbound lead follow-up, customer collections, permitting, insurance administration and ongoing coordination.

The successful candidate should be confident, proactive, highly organised and comfortable taking ownership of a broad range of responsibilities.