Crew and Customer Success Coordinator

Job description

WANTED: Customer and Crew Success Coordinator

Horner Painting is a value-based company that has been operating in Northern Colorado since 1999. Our core values are People Matter, Community Driven, and Integrity Always. Using these core values as our guiding principles, Horner Painting has grown into one of the largest painting companies in our market. Due to our fantastic reputation and growth, we are seeking to add another person to our team to continue to service our area and clients to the best of our abilities.

As our team and customer base continue to grow, we are searching for like-minded individuals who care deeply about their work, are passionate about delivering customer results, and have a positive outlook that transforms difficulty into opportunity. Our culture is founded on quality workmanship, integrity, and a desire to give our clients the service they deserve!

If you want to be part of a team that will model, encourage, and expect excellence in all we do, we want to hear from you!

If you are interested in helping grow a business to the next level by ensuring successful interactions with customers, crews, and management, this position could be for you!

At a minimum, this position requires the following:

• Professional and personal integrity
• High personal standards regarding appearance and performance
• High aptitude to communicate with people via phone, text, and email
• High level of emotional intelligence and interpersonal skills
• The ability to intake information quickly, organize it, and deliver it
• Excellent written and verbal communication skills
• Must desire to work along with a team as a crucial part of the organization
• Organization and personal responsibility
• High level of attention to detail and accuracy
• The ability to organize and analyze information across multiple platforms and software

Prior experience in a customer-focused role is preferred but not required.

What you’ll get:

• Personal (and ongoing) training on the Horner Painting Production Process
• Paid vacation
• 401k program with company matching
• Company health insurance plan
• Necessary tools such as a company phone, computer, and workstation

What you’ll bring:

• The desire to learn and grow
• Drive to excel and not just be “average”
• A desire to be part of a team
• Demonstrated experience in roles with skills applicable to this posting
• Pride and ownership of your work
• Must be a self-starter, driven, and concerned with your own output and contribution to the team

Compensation will be based on experience, skills and abilities.

Full role responsibilities are below:

Customer and Crew Success Coordinator

• Receive inbound phone calls and dispatch them appropriately Monday - Friday, 8 am - 4 pm.
• The ability to “flex” some hours from M - F for availability on the weekends
• Collect customer information for booking appointments
• Collect project information for estimates
• Return weekend or overnight voicemails promptly
• Contact customers who have filled out contact forms on the website to schedule them for an estimate.
• Book appointments for Horner Painting Sales Professionals as their schedule allows
• Verify and track lead sources for incoming estimates
• Verify and track lead sources for incoming projects
• Enter relevant lead source information for estimates into Horner Painting tracking systems for accurate reporting
• Enter relevant lead source information for projects into Horner Painting tracking systems for accurate reporting
• Accept projects from the Horner Painting Sales Team, making sure to verify essential data
• Contact Home Owners or Project Leads to confirm project details and appropriate timelines
• Email Home Owners or Project Leads to confirm project details and appropriate timelines
• Collect project information, assign crew leads to projects, and deliver project-relevant information to Home Owners or Project Leads weekly
• Update project details and estimates as needed leading up to the project based on interactions with Home Owners or Project Leads
• Work with the Horner Painting Sales Team to update project costs due to changes in the scope of work and communicate those changes to the Home Owner or Project Lead as necessary
• Oversee/manage all communication with Repaint customers before, during, and after their project
• Oversee/manage all communication with Repaint Crew Leads before, during, and after projects assigned to them
• Check-in with Crew Leads daily to get an update on their progress and interactions with Home Owners and Crew Leads
• Assist Crew Leads with access to company software such as Company Cam and HCP to make sure the software is being used correctly
• Assist Crews and Customers with scheduling touch-ups and warranty requests.
• Assist Crew Leads with Sherwin-Williams orders and deliveries
• Help the Office Administrator with invoicing homeowners through HCP. Make sure job totals and labor amounts match in Sheets.
• Assist with tracking marketing lanes, evaluating marketing strategies, and developing new marketing initiatives through Google Ads, Google Guarantee, Mailchimp, and SEO Blog Posts.
• Responsible for managing and producing the work that the estimator has booked and making sure weekly production goals are met
• Continual learning of paint products and processes so you can clearly communicate expectations to Home Owners and Crew Leads
• Attend weekly team huddles with the Horner Painting team
• Attend weekly Repaint meetings with the Repaint Operations Director and Repaint Sales Team to discuss upcoming schedules, production, sales, and estimates
• Attend weekly Production Meetings with the Repaint Operations Director to discuss forthcoming projects and review KPIs
• Input details into the MBP file and JCC weekly to review during the Repaint weekly team meeting
• Daily data entry of job materials into QBO for profitability tracking

Job Description OFF Season Duties

• Same tasks as above but at a much lower volume
• Review operation programs and research ways to improve systems (scheduling/job costing)
• Update Repaint SOPs as needed
• Update homeowner communication documents for the upcoming season

Job Type: Full-time

Salary: $55,000.00

Benefits:

• 401(k)
• 401(k) Matching
• Paid Time-Off
• Flexible Schedule
• Dental Insurance
• Health Insurance
• Vision Insurance
• On-the-job Training

Experience level:

• No experience needed

Shift:

• Typical hours are 8 am - 4 pm
• Day shift

Weekly day range:

• Monday to Friday
• Weekends as needed

Work setting:

• In-person
• Office

Work Location: In person

Job Type: Full-time

Pay: From $55,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift

Ability to Commute:

• Fort Collins, CO 80524 (Required)

Ability to Relocate:

• Fort Collins, CO 80524: Relocate before starting work (Required)

Work Location: In person

Salary : $55,000