The HDIS Installation Coordinator operates as an internal and external customer support expert that helps build, manage, and facilitate an excellent customer experience. Installation Coordinators assist customers and Installation teams. Installation Coordinators are expected to direct the flow of jobs based on various needs of the business and are responsible for monitoring job statuses for all interior and exterior product lines, scheduling pre-installation inspections and installations with customers, completing job movement tasks, and managing the services process in the branch. Installation Coordinators are expected to be the main point of contact between the customer and The Home Depot for all job-related needs. This position meets and exceeds performance metrics relating to timely completion of paperwork and efficient movement of jobs within their book of business while contributing to the goals of installing 100% backlog.
MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES
35% Customer Experience - Initiates and maintains regular communication with customer across the install life cycle, ensures timely customer follow-up, and resolves open questions. Facilitates customer satisfaction from point-of-sale through follow up service and provides ongoing support for job-related issues.
25% Job Process Support - Communicates and coordinators with internal and external branch partners throughout the organization including the Branch Support Center (Exteriors), Sales, Installation, and any others as necessary for all job level inquires and assists team with customer escalations and exceptions. Assists the Assistant Manager, Installation, in supporting branch operations and efficient movement of jobs.
40% Operations - Facilities efficient intake and management of all open jobs across the install life-cycle, reviews paperwork for accuracy, works with customers to collect payment, schedules Pre-Installation inspections, completed data entry requirement, placing material orders for interior product lines, schedules installation, and processes labor bills for 3rd party Services Providers. Manages intake of service tickets and schedules services with customer, as necessary.
NATURE AND SCOPE
This position reports to the District Installation Manager
This position has 0 Direct Reports
ENVIRONMENTAL JOB REQUIREMENTS
Environment: Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Travel: Typically requires overnight travel less than 10% of the time.
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
Must pass Drug and Background Screening prior to employment.
Education Required: The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.
Years of Relevant Work Experience: 1 years
Physical Requirements: Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
- Knowledge or experience in the home improvement or construction industry is preferred and prior clerical and/or administrative background
- Excellent interpersonal and customer service skills with a strong sense of urgency and problem-solving skills
Knowledge, Skills, Abilities and Competencies:
- Self-motivated and must have initiative to complete tasks with little or no direction
- Strong communication skills, both written and verbal
- Strong organizational skills and attention to detail and ability to work in a fast paced environment
- Computer skills with proficiency in Microsoft Office
- Proven ability to manage multiple tasks simultaneously; keep accurate records and follow-up as necessary to complete customer's job accurately and on time
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.