Day of Install Coordinator

The Day of Install Coordinator is responsible for ensuring the smooth operations and execution of any instance when a company representative will be on site at a customer home to perform installation or service activities. The Day of Install Coordinator owns the service and installation process, ensuring that appointments start and end on time, materials are available/on site, work is completed as scoped, manage exceptions, ensure all parties involved are kept up to date on emergent changes, and appointments are closed out to the customer’s satisfaction. This role is the primary point of contact for the install partner or service technician on the day the customer appointment and throughout the process of completing the work for the customer. The ideal candidate would possess strong organizational and communication skills, robust problem-solving skills, and the ability to multi-task. 

We Offer:

• Weekly pay via direct deposit
• Full-Time 
• Eligible for Health Benefits at 30 days of employment (medical, dental, vision, life, critical, accident, short-term & long-term disability)
• Eligible for 401k w/company match at 90 days of employment
• Paid Time Off (with rollover of unused hours yearly)
• Hybrid Schedule (2 days from home and 3 in-office)
• Additional 2 work from home days per quarter and 2 floating work from home days per year
• Advancement opportunities
• Referral bonuses
• Employee as well as Friends & Family Discounts
• Annual Summer Picnic w/opportunities to win weekly prizes and a grand prize of $5,000.00

What You’ll Do:

• Own the installation and service process. Manage available resources and partners within a geography to ensure all scheduled appointments are executed flawlessly
• Ensure our installation partners and service technicians are on time and prepared for scheduled work
• Ensure our installation partners and service technicians complete work on schedule and communicate issues and exceptions in real time
• Ensure customers are informed of any issue or exception relating to their installation or service. Follow up with customers upon completion to ensure that jobs are closed out and, if necessary, outstanding balances are collected
• Inform customers of additional work needed, handling any required job scope and contract changes
• Maintain accurate customer records using Hanson’s internal database
• Review work using photos taken by installers to determine if job is complete or further work is needed
• Create a detailed scope of work for future work that may remain at the end of current job
• Problem solve and manage customer and installer concerns when issues arise
• Order additional materials when needed
• Adjust install partner and service technician schedules as necessary to ensure all scheduled appointments are completed. Dynamically route resources as needed
• Facilitate the collection of the outstanding payment of a job
• Coordinate and work with members of our field teams, Ambassadors, Operations Managers, Service Techs, and Branch Employees to deliver an exceptional customer experience
• Work collaboratively with the scheduling team and the branch leadership to identify, modify and evaluate the install partner performance and capabilities

What We Need:

• High School diploma or GED
• Minimum of three (3) years of professional work experience
• Minimum of three (3) years of customer service experience
• Basic math skills; must have the ability to calculate job costs
• Basic computer skills, including familiarity with MS Office
• Problem solving; must have the ability to use sound judgement to resolve issues and take action to solve problems
• Excellent communication skills as well as great organizational skills
• Able to multi-task
• Must be able to work independently as well as part of a team

Core Values: Helping Customer Love Where They Live

The person in this position must have a commitment to reflecting the Company’s core values, which include:

• Get it Done – Fast, Right & Now
• Strive for Five – Go Above & Beyond
• Be a Problem Solver – Own it to Resolve it Today
• Care – Embrace Diversity and Treat Everyone with Priority, Respect & Integrity
• Communicate – Call / Answer / Reach the Customer

Physical Requirements:

• Must be able to remain sitting in a stationary position for prolonged periods
• Requires the ability to move about inside the office
• Must be able to move items weighing up to 25 pounds
• Must be able to communicate effectively with staff, customers, vendors, and the public
• Constantly operates a computer and other office equipment such as a calculator, copy machine and computer printer

Hours/Schedule:

Full-time, 40 hours per week/52 weeks per year. Standard hours are M – F, 8:00am – 8:00pm EST but due to cyclical nature of position, some overtime, including evening and weekend hours, will be required to complete projects under deadlines. Some local and statewide travel may be required.

It is the policy of 1-800-Hansons not to discriminate against age, color, sex, sexual orientation, gender identity, disability, national origin, race, religion, or veteran status.