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Installation Project Coordinator

2 months ago

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Job Overview

Installation Project Coordinator

Company: Renewal by Andersen

Renewal by Andersen is the specialized division of Andersen Windows, established in 1903, and recognized globally as the leading brand for premium window and door systems. Our mission is to redefine the window and door replacement experience for homeowners.

We are seeking to enhance our administrative team by appointing an Installation Project Coordinator. The key responsibilities for this position encompass, but are not limited to, the following:

Key Responsibilities:

  • Oversee all administrative tasks associated with the installation process, including the preparation of installer documentation and customer paperwork related to installation and post-installation.
  • Ensure timely and accurate completion of Formstack reports for each new installation and any follow-up installations.
  • Manage incoming and outgoing calls to keep customers informed about their projects.
  • Conduct three essential customer touchpoints during the installation process, including a morning ETA call/text, a mid-day check-in on the first day, and a wrap-up call at the end of the installation.
  • Address customer inquiries and work towards resolving any issues, providing clear communication of concerns to the relevant departments, and following up to ensure customer satisfaction.
  • Document customer interactions in the signature service portal and/or rForce.
  • Coordinate job site visits for project managers and installation managers as required for escalated customer issues and feedback.
  • Engage with customers regarding online reviews and send out NiceJob invitations alongside the Medallia project survey.
  • Release project surveys in the Signature Service portal with accurate customer contact details.
  • Prepare NPS leaderboard reports for the leadership team, including the sales manager and production manager.

Qualifications:

  • 2-3 years of experience in an administrative capacity.
  • Exceptional follow-up and customer service abilities.
  • Familiarity with CRM software; experience with Salesforce is advantageous.
  • Proficient in Microsoft Office, particularly Excel and Word.
  • Strong attention to detail.
  • Ability to independently solve problems.
  • Excellent written and verbal communication skills.
  • Prior experience in the Home Improvement sector is a plus.

Compensation and Benefits:

  • Hourly wage of $24-26 with potential bonuses.
  • Comprehensive insurance package, including medical, dental, vision, and life insurance.
  • 401(K) plan with company matching.
  • Programs for student loan and tuition reimbursement.
  • Paid time off, holidays, and floating holidays.
  • Employee discount programs.

Work Schedule:

  • Onsite position.
  • Standard hours are Monday to Friday, 8:00 AM to 4:30 PM.
  • Occasional Saturday overtime may be required.

Disclaimer: The information provided in this description is intended to convey the general nature and level of work performed by employees in this role. It is not intended to be an exhaustive list of all responsibilities, duties, and qualifications required of employees assigned to this position.