Service and Escalations Project Coordinator

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Improveit Home Remodeling

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1989

👥 B2C

🛍️ eCommerce

🛒 Retail

B2C • eCommerce • Retail

ImproveIt Home Remodeling is a home improvement company specializing in the remodeling of bathrooms, kitchens, and windows. With over three decades of experience, the company is dedicated to providing high-quality, affordable remodeling solutions. ImproveIt offers a range of services, including bathroom makeovers, kitchen cabinet refacing, and energy-efficient window replacements, delivering worry-free installations and exceptional customer service.

📋 Description

• Oversee and manage service and escalated projects from initiation to completion. • Develop and maintain project plans, schedules, and documentation to ensure project milestones are met. • Coordinate logistics with customers, contractors, vendors, and cross-functional teams for timely and effective project execution. • Monitor project progress, addressing issues or delays promptly and ensuring high-quality results. • Act as the main point of contact for assigned projects and service-related inquiries. • Manage escalations efficiently by investigating root causes, coordinating resolutions, and ensuring customer satisfaction. • Facilitate the resolution of escalated projects through collaboration with service teams and timely communication with stakeholders. • Provide regular updates to customers on project milestones and ensure responsive communication throughout the project lifecycle. • Control and facilitate all communications with customers to manage expectations and ensure a 5-star service experience. • Confirm customer satisfaction post-project and drive 5-star reviews through effective follow-up. • Maintain accurate project records and update the CRM with all necessary details for tracking, reporting, job costing, and vendor / contractor payments. • Process modifications (MODs) as needed and ensure accurate documentation of any changes to the project scope. • Provide detailed reporting on project status, service performance, and escalation outcomes. • Process payments and ensure outstanding balances are collected for assigned projects. • Work closely with installers, project managers, and other internal teams to ensure all resources and materials are coordinated effectively. • Review project details with appropriate personnel and communicate completion requirements to ensure smooth transitions through project stages. • Assist with other related tasks and projects as assigned.

🎯 Requirements

• 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.

🏖️ Benefits

• Health insurance • 401(k) matching • Paid time off • Flexible work arrangements