Position Overview

The Service and Escalations Project Coordinator is responsible for managing and resolving escalated projects and coordinating post-work service projects to ensure timely, high-quality completion. This role requires strong project management, customer service, and problem-solving skills to drive customer satisfaction and ensure a seamless customer experience. The coordinator serves as the primary liaison between customers, vendors, contractors, and internal teams, facilitating communication and coordinating resources across departments.

Essential Job Functions:     
 

• Project Coordination:
  • 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.
• Escalation Management:
  • 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.
• Customer Communication:
  • 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.
• Documentation & Reporting:
  • 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.
• Cross-Functional Collaboration:
  • 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.
• Miscellaneous Duties:
  • Assist with other related tasks and projects as assigned.

• Qualifications/Education:
  • 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