Contractors’ Warehouse —
Installation Coordinator – Shrewsbury, MA

The HDIS Installation Coordinator operates as an internal and external customer support expert that helps build, manage, and facilitate an excellent customer experience. Installation Coordinators assist customers and Install Field teams. Installation Coordinators are expected to direct the flow of jobs based on various needs of the business and are responsible for monitoring job statuses for all interior and exterior product lines, scheduling pre-installation inspections with customers, completing job movement tasks, and managing the services process in the branch. Installation Coordinators are expected to be the main point of contact between the customer and The Home Depot for all job-related needs. This position meets and exceeds performance metrics relating to timely completion of paperwork and efficient movement of jobs within their book of business while contributing to the goals of installing 100% backlog.

Key Responsibilities:

• 35% Customer Experience – Initiates and maintains regular communication with customer across the install life cycle, ensures timely customer follow-up, and resolves open questions. Facilitates customer satisfaction from point-of-sale through follow up service and provides ongoing support for job-related issues
• 25% Job Process Support – Communicates and coordinates with internal and external branch partners throughout the organization including the Branch Support Center (Exteriors), Sales, Installation, and any others as necessary for all job level inquires and assists team with customer escalations and exceptions. Assists in supporting branch operations and efficient movement of jobs
• 40% Operations – Facilitates efficient intake and management of all open jobs across the install life-cycle, reviews paperwork for accuracy, works with customers to collect payment, schedules Pre-Installation inspections, completes data entry requirements, places material orders for interior product lines, and processes labor bills for 3rd party Services Providers. Manages intake of service tickets and schedules services with customer, as necessary

Direct Manager/Direct Reports:

• This position reports to the District Installation Manager
• This position has 0 Direct Reports

Travel Requirements:

• Typically requires overnight travel less than 10% of the time.

Physical Requirements:

• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

Working Conditions:

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Minimum Qualifications:

• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.

Preferred Qualifications:

• Knowledge or experience in the home improvement or construction industry is preferred and prior clerical and/or administrative background
• Excellent interpersonal and customer service skills with a strong sense of urgency and problem-solving skills

Minimum Education:

• The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.

Preferred Education:

• No additional education

Minimum Years of Work Experience:

• 1

Preferred Years of Work Experience:

• No additional years of experience

Minimum Leadership Experience:

• None

Preferred Leadership Experience:

• None

Certifications:

• None

Competencies:

• Self- motivated and must have initiative to complete tasks with little or no direction
• Strong communication skills, both written and verbal
• Strong organizational skills and attention to detail and ability to work in a fast paced environment
• Computer skills with proficiency in Microsoft Office
• Proven ability to manage multiple tasks simultaneously; keep accurate records and follow-up as necessary to complete customer’s job accurately and on time