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Customer Support Installation Manager

2 months ago

Concord, Virginia, United States Home Depot Full time
Position Overview:


The Installation Project Coordinator serves as a vital link between customers and the organization, ensuring a seamless and satisfactory customer journey throughout the installation process.

This role is pivotal in assisting clients and the Installation Field teams.

The Coordinator is responsible for directing job flows based on business needs, monitoring the status of all projects, scheduling necessary pre-installation assessments with clients, executing job movement tasks, and overseeing the service process within the branch.

As the primary contact for customers regarding installation-related inquiries, the Coordinator plays a crucial role in enhancing customer satisfaction.

This position is designed to meet and surpass performance metrics related to the timely completion of documentation and the efficient management of jobs, contributing to the objective of achieving a 100% backlog installation rate.


Key Responsibilities:
35% Customer Engagement
  • Establishes and maintains consistent communication with customers throughout the installation lifecycle, ensuring prompt follow-ups and addressing any outstanding questions.
Aims to deliver exceptional customer satisfaction from the initial sale through to follow-up services and ongoing support for installation-related matters.25% Job Process Coordination
  • Collaborates and communicates with internal and external partners within the organization, including the Branch Support Center, Sales, and Installation teams, to address all job-level inquiries and assist with customer escalations.
Supports branch operations and ensures the smooth movement of jobs.40% Operational Management
  • Facilitates the effective intake and management of all open jobs throughout the installation lifecycle, verifies documentation accuracy, engages with customers for payment collection, schedules pre-installation assessments, completes data entry tasks, places orders for materials, and processes labor invoices for third-party service providers.
Oversees the intake of service requests and coordinates services with customers as needed.
Reporting Structure:
This position reports to the District Installation Manager and has no direct reports.

Travel Requirements:
Typically involves minimal overnight travel, less than 10% of the time.

Physical Requirements:
Most work is performed in a seated position with frequent opportunities for movement. Occasionally, there may be a need to lift or move light items.

Work Environment:
Primarily situated in a comfortable indoor setting with infrequent exposure to unpleasant conditions.

Minimum Qualifications:
Must be at least eighteen years of age and legally authorized to work in the United States.

Preferred Qualifications:
Experience or knowledge in the home improvement or construction sector is advantageous, along with a background in clerical or administrative roles. Excellent interpersonal and customer service skills, coupled with a strong sense of urgency and problem-solving capabilities, are essential.

Minimum Education:
Typically acquired through the completion of a high school diploma or GED.

Preferred Education:
No additional educational requirements.

Minimum Work Experience:1 year

Preferred Work Experience:
No additional experience required.

Leadership Experience:
No leadership experience required.

Certifications:
None required.

Competencies:
Self-motivated with the initiative to complete tasks independently. Strong written and verbal communication skills. Excellent organizational abilities and attention to detail, with the capacity to thrive in a fast-paced environment. Proficient in Microsoft Office and capable of managing multiple tasks while maintaining accurate records and timely follow-ups to ensure customer job completion.