Services Project Coordinator (Remote) - MST/PST

About the position Innovate Remotely This position is fully remote, allowing you to enjoy the flexibility of working from home while collaborating with skilled team members and contributing to groundbreaking solutions. Your Impact The primary purpose of the Services Project Coordinator is to facilitate end-to-end oversight and support to customers who purchase installation job(s). The Services Project Coordinator is responsible for tracking progress, documenting all interactions, addressing issues and communicating with customers, service providers, stores and vendors in a timely manner to keep the job going. To accomplish this, the Services Project Coordinator must have excellent customer service and problem-solving skills with the ability to adapt to change. The Services Project Coordinator will collaborate directly with customers, service providers, stores and peers to deliver the desired customer experience. The Serivices Project Coordinator will receive regular feedback and coaching from his/her leader and must be receptive and able to incorporate the feedback to improve skills and enhance performance on a continual basis. This position is in a fast-paced environment and schedules may include night and/or weekend hours.

Responsibilities

• Answer inbound calls from customers, service providers and stores to provide installation job support.
• Manage outbound tasks and make outbound calls to customers, providers, stores and vendors in order to provide updates or gather job information.
• Conduct initial contact with customer and service providers to provide centralized contact information and job expectations in order to verify project scope and ensure alignment.
• Ensure projects are scheduled within the SLA by the service provider and provide confirmation to the customer.
• In coordination with stores and customers, arrange product delivery to ensure work can begin on time.
• Ensure all required compliance documents related to permits and Lead Safe Practices are uploaded in the appropriate system.
• Manage and resolve Work Order issues (post project completion) including assessment of related costs and the potential of service provider and/or vendor charge backs.
• Submit accurate and thorough documentation of all interactions related to the project in appropriate technology tools (i.e., Installation Management System, myRedVest and Salesforce).
• Practice active listening skills with customers, service providers, stores and vendors in order to deliver an excellent customer experience and promote team collaboration.
• Deliver consistent service by referring to and executing defined processes and providing feedback that will enhance current processes.
• Drive for results by consistently achieving goals and completing tasks/activities on time.
• Build effective relationships with others by organizing information, sharing information with coworkers and leaders and seeking performance feedback.
• Adapt to a fast-paced environment with evolving process enhancements.
• Complete assigned training courses, participate in team meetings, town halls, developmental meetings, etc.

Requirements

• High school diploma or GED or equivalent years of experience in lieu of education requirement, if applicable
• 1- 3 years' experience in a customer facing role

Nice-to-haves

• Bachelor’s degree Related field
• 1 year Experience in project coordination OR experience in remodeling or construction industry
• 1 year Experience working in a Project Management function
• Experience in contact center environment