Project Coordinator

Job Description

Job Description

Position Overview
The Project Coordinator is responsible for driving customer satisfaction through coordination of projects from sale to completion in a timely and efficient manner. This position is responsible for the control and management of the installation process for a specific product or 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

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