We are looking for a customer-driven Project Coordinator. A Project Coordinator, or PC, acts as a liaison, providing service information and resolving any emerging problems that our customers might face with accuracy and efficiency.
The best PCs are genuinely excited to help customers and strive to assist the Team in setting the Standard for Customer Excellence.
They’re patient, empathetic, and passionately communicative. Project Coordinators can put themselves in their customers’ shoes and advocate for them when necessary.
Problem-solving comes naturally to Project Coordinators. They are confident at troubleshooting and investigate if they don’t have enough information to resolve customer complaints.
The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.
Job Description
- Be Accountable as a Team member by understanding, reviewing, and positively impacting specific standards set daily.
- Phone, Email and Text interaction with our retail partner, installers, and customers.
- Schedule installations and confirm appointments with customers daily.
- Monitor and track installations and service calls.
- Solve customer problems and issues.
- Communicate and guide installers in the field to ensure a quality project.
- Assist in resolving customer issues including site visits as directed.
- Report any store issues / concerns.
- Manage large amounts of incoming calls.
Additional Expectations and Skills Needed to be Successful as a Project Coordinator.
- Identify and assess customers’ needs to achieve satisfaction.
- Build sustainable relationships and trust with customer accounts through open and interactive communication.
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
- Keep records of customer interactions, process customer accounts and file documents.
- Follow communication procedures, guidelines and policies.
- Take the extra mile to engage customers.
- Strong phone contact handling skills and active listening
- Customer orientation and ability to adapt / respond to different types of characters.
- Excellent communication and presentation skills
- Ability to multi-task, prioritize, and manage time effectively
- Strong sense of urgency in regards to Customer Service
- Must have excellent communication skills, both written and verbal.
- Computer Literate (Outlook, Excel, Word, etc.)
- Good organizational skills
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