Area Installation Specialist - Crystal River, FL

Overview

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The Area Installation Specialist (AIS) is responsible for assisting with the customer experience throughout the install job life cycle. This includes performing technical measures, assessing pre-existing conditions, and performing product affirmations. The AIS will conduct Job Site Inspections (JSIs) to review quality of work, conduct service provider badging checks, and meet with customers to ensure the install experience is consistent with THD standards. Responsibilities will further include resolving customer complaints, making decisions needed to prevent cycle-time delays, working with service providers to resolve issues, and approving or escalating project changes prior to moving forward. At the end of the install process the AIS will ensure all open items are completed to the customer's satisfaction.

Req156865

Key Responsibilities

• 25% Customer Experience - Initiates and maintains regular communication with customers across the install life-cycle, ensures timely customer follow-up, and resolves open questions or job changes; resolves job-in-process items such as scope of work changes, add-labor items, and material needs, and escalates decisions as appropriate; manages open services and assigned Care Tickets to resolution
• 60% Job Process Management - Manages all jobs from assigned area and product category; this involves assessing pre-existing conditions, performing product affirmations, and performing technical measures. After installation begins, the AIS conducts Job Site Inspections (JSIs), including service provider badge checks, inspecting work to ensure industry construction standards are adhered to, addressing customer questions, ensuring job scope changes are documented, and ensuring the overall install experience meets or exceeds customer expectations. Manages timely closure of all open services within the assigned area
• 15% Operations - Assists in management of customer inquiries across the install life cycle, resolves open services, and resolves jobs-on-hold; initiates change of scope requests to drive efficient job life-cycle timelines; uses reporting and related systems to provide overall customer experience and accuracy at install

Direct Manager / Direct Reports

Travel Requirements

Physical Requirements

Working Conditions

Minimum Qualifications

Preferred Qualifications

Minimum Education

Preferred Education

Minimum Years Of Work Experience

Preferred Years Of Work Experience

Minimum Leadership Experience

Preferred Leadership Experience

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Competencies

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