Service and Escalations Project Coordinator

This is a fully remote position, open to applicants in United States.

📋 Description

• Supervise and manage service and escalated projects from their inception to completion.

• Create and sustain project plans, schedules, and documentation to ensure that project milestones are achieved.

• Coordinate logistics with customers, contractors, vendors, and cross-functional teams to ensure timely and effective project execution.

• Track project progress, swiftly addressing any issues or delays to guarantee high-quality outcomes.

• Serve as the primary point of contact for assigned projects and service-related inquiries.

• Handle escalations adeptly 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 regarding project milestones and ensure responsive communication throughout the project lifecycle.

• Manage all communications with customers to set expectations and guarantee a 5-star service experience.

• Ensure customer satisfaction after project completion and encourage 5-star reviews through effective follow-up.

• Maintain precise project records and update the CRM with all necessary details for tracking, reporting, job costing, and vendor/contractor payments.

• Process modifications (MODs) as required and ensure accurate documentation of any changes to the project scope.

• Deliver detailed reports on project status, service performance, and outcomes of escalations.

• Process payments and ensure that outstanding balances are collected for assigned projects.

• Collaborate closely with installers, project managers, and other internal teams to ensure effective coordination of all resources and materials.

• Review project details with relevant personnel and communicate completion requirements to ensure seamless transitions through project stages.

• Assist with additional related tasks and projects as assigned.

⛳️ Requirements

• Minimum of 2 years prior experience in customer service or project management within 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 working in a subcontractor-based business is preferred.

• Excellent written and verbal communication skills.

• Ability to work independently.

• Strong problem-solving skills and the ability to collaborate with others to find resolutions.

• Attention to detail is crucial.

• Capable of accurately typing 40+ words per minute.

• Proficient in using Microsoft Office and Online Systems/CRMs (e.g., Salesforce.com).

• High School Diploma or equivalent qualification.

🏝️ Benefits

• Health insurance

• 401(k) matching

• Paid time off

• Flexible work arrangements