Position Overview
The Project Coordinator is responsible for driving customer satisfaction through coordination of projects from end of sale to installation completion in a timely and efficient manner. This position is responsible for the control and management of the installation process for an assigned set of products. These responsibilities include scheduling, quality/customer satisfaction, customer service, materials management, and the management of the independent contractor workforce. This position is the primary liaison between the customer and the company concerning installation, contract, and service issues, and will work cross-functionally across departments to resolve customer complaints or issues with a project. In addition, the position is accountable for the coordination and inspection of the work of all contractors to ensure that the quality and consistency of workmanship meets IHR standards.
This position protects and advances our brand by helping to ensure we provide a 5-star experience through facilitating the on-time and error-free installation of our products and timely, responsive communication with our customers. The Project Coordinator coordinates and leverages the resources of multiple departments to drive the timely completion of project milestones.
Essential Job Functions:
Supervise and coordinate all project aspects from sale to installation
Coordinate all project logistics with customers, installers, vendors and other IHR departments and resources to install timely and quality completion (for measures, QC’s, Installation, etc.)
Schedule appointments with customers and vendors to drive effective project completion
Controlling the communications with the customer on job and service issues
Review project details with Measure Tech or Project Manager prior to ordering to ensure order accuracy and installer preparedness
Coordinate and participate in the materials ordering process (responsibilities vary by product)
Coordinate materials needs and logistics with appropriate vendors and work cross-functionally with operations management to provide vendor feedback to drive effectiveness
Coordinate and facilitate timely updates to customers on project milestones
Support the installation process through effective materials management
Update company CRM with all necessary project details to drive accurate documentation of all activities.
Provide Techs, Project managers, and installers with all information necessary to complete appointments for measures, QC’s, and installations
Daily review of scheduled appointments for accuracy of measures/service/Installs/AR.
Process MODS (modifications) as necessary to ensure proper documentation of project changes.
Support the installation process by identifying, communicating, and resolving contract issues with sales staff
Manage customer service-related issues and job costs
Ensure Company Cam is utilized by project managers and installers.
Review photos of all projects at every stage to monitor progress and ensure high quality standards are upheld
Process all necessary documentation needed for job completion
Process collection of payment and ensure all projects are fully collected
Provide necessary information in the system to ensure that contractors and vendors are paid
in a timely and accurate manner
Resolve customer complaints in a timely manner and escalate as needed and consistent with
SOP
Confirm customer satisfaction with all installations and drive 5-Star Reviews
Misc. duties as assigned.
Qualifications/Education:
2+ years prior experience in customer service or project management in the home
improvement, replacement contracting, home services or related industries.
Strong operational experience in at least one product line (Windows, Baths, Kitchen Refacing)
Experience managing subcontractors or a subcontractor-based business preferred
Strong written and verbal communication skills
Ability to work autonomously.
Ability to problem solve and collaborate with others to reach resolutions.
Attention to detail.
Accurately type 40+ words per minute
Proficient using Microsoft Office and Online Systems/CRMs (i.e., Salesforce.com)
High School Diploma or equivalent
WORKING WITH IMPROVEIT CAN BE REWARDING:
COMPETITIVE COMPENSATION - We take care of our people like we take care of our customers.
HEALTH/LIFE INSURANCE - We offer competitive benefits. We want you to be protected.
PAID TIME OFF - We encourage time off with your family.
401K – We care about your financial future.
INCREDIBLE GROWTH OPPORTUNITY - We are experiencing exponential growth and we love to promote from within!
Our service-centric approach has - and continues to be - a key contributor to our phenomenal success.
For the past three decades, our success has been built sitting across the table from homeowners, focused on helping them get the most from their home and delivering on our promises to take care of their home and warranty their investment.
We've received 22 Consumer's Choice Awards, the Remodeling Big 50 Award, and are BBB Accredited with an A+ rating. The fact that one of every four jobs we do is for a past customer is evidence of our focus on our client's satisfaction. We're seeking a technical and customer-service minded pro to join our growing, fun and dynamic organization.
If you are interested in a rewarding career with a fast-growing company, respond to this ad.
