Job Title: Project Coordinator
POSITION OVERVIEW: The Project Coordinator is assigned to specific stores within a district(s), responsible for scheduling customers projects with the best fit installers to provide a best-in-class customer experience. Also ensuring that 100% of customer contact activities are accomplished on a daily and weekly basis, while maintaining the scheduling of their assigned stores’ projects and customers. This is a remote position.
1. Scheduling & Welcome Calls (40%)
● Assist with incoming customer inquiries and provide installation timeframes to clients for details, jobs, and work orders.
● Be a moving resource and consult on installation solutions with the customer to create an accurate schedule timeline.
● Consistent scheduling accuracy to the capacity sheets. Maintaining contact with your installers so that capacity sheets are kept up to date.
● Completion of daily activity list. Including annotating scheduling issues/reschedules outside those listed on the activity list.
● Reaching out to your installers daily to ensure they are on track to complete their day.
● CIO and IMS accuracy and thorough detailed note taking.
● Scoping incoming jobs, work orders and details to ensure they match the assessment done for the project with labor and product.
● Manage all Cilio buckets in the assigned district.
2. Client Satisfaction (40%)
- Provide pre-installation welcome/introduction calls/texts and post-installation follow-up calls/texts and resolve issues if any for customers.
- Ensuring customers are spoken to about our survey and the scoring.
- Maintaining a positive LTR score through installer communication, appropriate scheduling, and encouraged customers to take the survey.
- Champion PSG reputation through issue resolution and expedited timeframes.
- Consistently respond to daily voicemails, emails and text messages throughout the workday.
· Work with installers to Identify problems in a timely manner, resolve problems in early stages, and develop alternative solutions.
3. Inter-Departmental Support (10%)
● Maintain updated weekly lead time reports.
● Weekly district meetings to discuss lead times, capacity, scheduling items, etc.
● Training meetings as determined by management.
● Employees are encouraged to schedule meetings with supervisors at least once a month to discuss workload, goal setting, progress, and results.
● Any other meeting directed by management during the business day.
● Attending all assigned meetings for the position.
● Maintain positive and upbeat intercommunication with the field and office staff, subcontractors, and stores to ensure mutual purpose and action.
4. Business Management and Organization (10%)
· Perform IST calls to obtain PRs and notify of issues with product. Log all PRs/change orders to Exception Log
· Use time efficiently and work in an organized manner.
· Work well with others in group problem solving situations.
- Provide support and take ownership of departmental improvement projects.
- Analysis of negative customer experiences and implement solutions from the experience.
· Create IHWO/IHD as needed to move a customer resolution forward.
· Keep and maintain a clean workspace throughout the day and at the end of each shift.
Job Type: Full-time
Pay: $22.00 - $26.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Compensation package:
Experience level:
Schedule:
Location:
Work Location: Remote