March 2014 eNews

Customer Service Excels at CentiMark

CustomerServiceTake advantage of our powerful Customer Service programs, such as MyCentiMark and MyQuestMark. MyCentiMark provides a complete inventory of your facilities, with a thorough itemization of past, present and future roofing projects. It includes budget management tools, roof condition reports, open project proposals, lists of current and completed projects and a history of repair work including before-and-after pictures. MyQuestMark provides customers with the ability to manage all of their flooring assets. The site contains reports that feature condition and budget reports, photographs, recommendations for future work, current floor projects, service work, warranty information and historical data on your floors.

Review our programs: MyCentiMark & MyQuestMark - Click Here!

Chairman & CEO Ed Dunlap knew 40+ years ago that it was important to have direct communication with CentiMark's customers. He knew when it came to service, a customer needs to receive answers to requests in a timely manner. This was accomplished by integrating a Toll Free 800 number which connects the customer to knowledgeable and trained CentiMark staff members. Customer Service is able to provide quick, easy and timely results for your service and warranty needs.

Our Customer Service Team consists of 12 dedicated Customer Service Representatives and 225 Service Crews to handle your roofing and flooring needs. The newest member of the Service Team is Customer Service Manager Alanna Sahene who has over 20 years of customer satisfaction experience. Read more about how Alanna manages the Customer Service Department for your roofing and flooring needs. (Read Q&A With Alanna Sahene)


Safety Is Priceless

SafetyYou as a building owner and CentiMark as a contractor share the responsibility and risk associated with people and work on your roof or floor. Unsafe roof or floor practices can lead to injuries or deaths. Safety on the roof protects your employees, vendors, contractors and visitors.


CentiMark Safety Statistics

CentiMark's 2013 Incidence Rate 2.11 (Industry Average 5.6)
QuestMark's 2013 Incidence Rate 1.98 (Industry Average 3.0)
CentiMark's 2013 EMR .43 (Industry Average 1.0)
QuestMark's 2013 EMR 1.98 (Industry Average 3.0)


How CentiMark Is Committed To Safety

CentiMark employs 34 full-time dedicated safety professionals and 17 branch safety inspectors that have performed over 19,000 safety inspections in 2013. Site-specific fall protection safety plans are prepared to identify potential hazardous conditions and the safety solution for each roof project. CentiMark exceeds OSHA standards in numerous programs and requirements including our fall protection and GFCI & Assured Grounding Programs. Our OSHA 500 certified employee trainers conduct regular quarterly safety meetings. All roof mechanics at CentiMark are trained to receive OSHA 10-hour Certification. Training includes fall protection, personal protective equipment training, hazard communications, ladder safety, blood-borne pathogens, electrical safety and fire protection safety, First Aid/CPR and defensive driving courses.


Safety in Canada with CentiMark Ltd.

CentiMark Ltd.'s Mississauga, Ontario and Vancouver, British Columbia offices have achieved COR (Certificate of Recognition). The objectives of COR are to provide employers with an effective safety and health management system to reduce accidents and financial costs.

CentiMark Ltd.'s safety specialists work with Canadian crews to enforce and exceed the company's safety regulations and those outlined by the Provincial Bodies and Federal Authorities. Our safety professionals conduct pre-job and routine safety inspections and compile safe work plans for roofing projects.

- Jim Penney is GSC certified - Gold Seal Certified Coordinator
- Robert Farrell is CSO certified - Certified Safety Officer


View Our Safety Video

FREE Roof Inspection - Click Here!


An Interview with Alanna Sahene, CentiMark's Customer Service Manager

Alanna2Q. Although you are new to CentiMark, you have over 20 years in customer service.
A. Yes, I have over 20 years experience with customer service and customer retention. I thrive on problem solving and instill that in my team and with my co-workers. Displaying a positive "can do" attitude can be contagious with the right team. Then, providing superb customer service becomes second nature. The customers benefit from it and rely on it. I am so excited to be a part of CentiMark's Corporate Customer Service Department.

Q. At the Corporate offices, your team handles all roof leak and roof repair requests.
A. Many of our customers call our 800 number. Additionally, service requests can be received electronically.Through our proprietary online program, MyCentiMark, our customers have immediate access to work orders, before/after photos, invoices, GPS coordinates of roof leak repairs, budgetary information and suggestions for future repairs and safety enhancements. We also have a CentiMark App - for a quick call or e-mail for service or to locate an office near you. You can watch videos about roofing and flooring installations, repairs or safety to help educate you on the details of roofing or flooring. The CentiMark App can be downloaded for Free at the Google or Apple stores.

Q. What's unique about CentiMark's service crews?
A. At CentiMark, we have crews for roof production (installation of roof systems) and crews for service (repairs and roof leaks). Our two-person service crews are trained specifically for service - finding roof leaks, repairing leaks, identifying potential roof problems or safety hazards. They are trained in safety and are uniformed and drug-tested. They working closely with the Customer Service staff on the progress of the service calls and the resolutions of the problems.

Q. What are you most proud of at CentiMark?
A. I am proud of CentiMark's focus and dedication to customers. We are "old school" at CentiMark - we like to talk to our customers on the phone, chat or e-mail with them. We know our customers. We appreciate their business. We value customer feedback on our process. Most important, we enjoy going the extra mile for our customers because they deserve it and they appreciate it.


CentiMark History

CentiMark was founded

On April 19th, 1968, Edward B. Dunlap established a janitorial supply business in the basement of his home with $1,000 and one associate. He quickly realized that his customers also needed contractor services for their roofs and floors. That's when a janitorial supply company grew into a full-service commercial roofing and flooring contractor.

Our first $1M + in sales

Each decade brought a new financial milestone to us. In 1974, our team officially reached over $1M in sales thanks to our associates' hard work and dedication.

EPDM (Ethylene Propylene Diene Monomer or rubber)

As an entrepreneur, Ed Dunlap embraced new ideas to develop and grow the business. His willingness to utilize a new roofing membrane material called EPDM on the roofs in the 1970s became a game-changer for the growing company. In 1978, Steve Hecht sold the first EPDM [rubber] roofing job at St.Mary's High School, St.Mary's, PA.

$5M+ in sales

The family business is growing! By the end of 1980, CentiMark's team achieved over $5 million in annual sales and opened more offices across the country.

National Accounts Program

As we grew, our team realized the unique needs of our national customers. To serve them better, in 1983 we established a dedicated program that precisely addresses all challenges they may face when managing multiple facilities. Our dedicated solutions help national companies understand their property condition and make informed business decisions through lasting partnerships.

$10M+ in sales

Another milestone! Thanks to our dear customers, partners and associates, we proudly reached over $10 million in sales. What an exciting time for a family-owned company started in a basement!

$30M+ in sales

And we keep growing! More offices, a larger team, same dedication to customer service and industry innovation. In 1986, we achieved over $30 million in annual sales.

New name, same dedication.

In 1987, our team officially adopted the new name, CentiMark. “When we changed the company name to CentiMark in 1987, ‘Centi’ represented one hundred - and, that was my goal - $100 million in sales,” remembers Ed Dunlap.

Employee owned company

Our associates are our biggest strength. In 1988, we officially launched our Employee Stock Ownership Program (ESOP) to thank our team and support their financial future.

$100M+ in sales

In 1994, with our exponential organic growth and dedication to trailblaze in the roofing industry, we achieved a monumental milestone of $100 million in annual sales. Thank you, everyone!

CentiMark, Ltd

In 1996, our Canadian subsidiary was established. Currently, CentiMark Ltd. provides commercial roof repairs, reroofing and building envelope services coast to coast throughout Canada.

Headquarters are now in Canonsburg, PA

In 1996, we also moved our headquarters to Canonsburg, PA. With more and more offices across North America, we are now ready to serve more and more businesses.

$200M+ in sales

New century, a new milestone! In 2000, CentiMark's team achieved over $200 million in annual sales across North America. Good job, everyone!


By 2002, our flooring business had grown so much! It was time to establish a dedicated commercial flooring division to help our customers with all their flooring needs, from cleaning to resurfacing.

Tim Dunlap appointed President

Tim Dunlap has been the President of CentiMark since January 1, 2003 and the CEO of CentiMark since February 2021. Tim’s youth and professional life paralleled the growth of CentiMark after his Dad founded the company in 1968 when he was eight years old. A young Tim Dunlap spent every weekend at his Dad’s side being educated in the business. He swept the warehouse, labeled cans for flooring products and, eventually, went on sales calls with his Dad. Father and son would have Saturday lunches together and discuss all the trials and tribulations of starting and growing a business.

$400M+ in sales

In 2004, CentiMark's team reached $400 million in sales. We are so grateful for our customers, vendors and, most of all, our dedicated associates. What an achievement!

Service Department

In 2008, our service teams grew into a dedicated Service Department. Their goal is to deliver unmatched care and attention to your roof and floors and earn your business for life.

$500M+ in sales

Halfway to the $1 billion in annual sales! Thank you for your continuous support and for trusting CentiMark with all your roofing and flooring needs.

$600M+ in sales

Just in three years after hitting the half-billion-dollar mark in sales, our team reached another milestone. We are grateful to our customers, partners and associates to allow Centimark to keep growing!

$700M+ in sales

In 2018, CentiMark's roofing and flooring sales reached over $700 million across North America.

$800M+ in sales

Despite unprecedented times of 2020, our team reached a fantastic milestone: $800 million in annual sales. CentiMark is now holding the title of the largest commercial roofing and flooring contractor in North America.

$1 billion in annual sales.

With all your support, we achieved a significant milestone in our growth. On December 20, 2021, we became the first commercial roofing and flooring contractor in North America to reach over $1 billion in sales through organic growth.

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