Installation Coordinator

The Installation Coordinator provides exceptional customer service to each client that contacts our company through phone, email or face-to-face contact, while striving to coordinate the scheduling process in an efficient and detailed manner. The Installation Coordinator manages the customer installation and service schedules, while assuring the customer installation experience is seamless and the jobs are scheduled in the most profitable manner for the company.

Job Duties and Responsibilities

• Scheduling all of the installation and service requests for our customers
• Assists the General Manager and Sales Manager with administrative expectations and reporting
• Receiving all incoming phone calls/make outbound calls/email communication and scheduling all installation and service schedules with our customers
• Manage confirmations of all installation confirmations
• Daily follow up with the installation team on arrival and return time schedules
• Serves as first contact for all installation customer service requests
• Manage the accuracy and timely processing of all the service orders
• Back up for the installation manager as needed from the installation team perspective
• Assists with calling all unassigned leads and striving to achieve the 90% conversion rate goal
• Completes Installation Confirmation Calls when required
• Answer customer inquiries and deliver general product knowledge (via phone, email or client facing)
• Process add-on requests
• Achieve department and individual metric goals for installation department set by management
• Participate in weekly/monthly/quarterly team meetings and or trainings
• Willingness to support other offices and/or responsibilities within their RBU
• Light cleaning to keep our spaces aligned with the brand

Qualifications

• Excellent verbal and written communication skills
• Proven outstanding customer service skills
• 1-2 years’ experience working as a customer service representative, preferably within a luxury brand environment

• Communicates politely, clearly, and professionally with customers
• Self-motivated and able to work independently with minimal supervision
• Comfortable working within a fast-paced environment
• Flexible availability - some holidays and weekends are required
• Proficient in MS Office, Outlook, Salesforce or CRM platforms
• Calendar management/regional scheduling a plus