Overview

POSITION SUMMARY

The Project Services Coordinator is responsible for managing multiple projects simultaneously from sale through installation and post-installation follow-up. This role serves as a primary point of contact for customers throughout the project journey, ensuring an exceptional customer experience through proactive communication, effective project coordination, and timely resolution of issues. The Project Services Coordinator manages all aspects of project input and output, drives efficient workflows, minimizes errors, and partners with internal teams to ensure projects are completed accurately, on time, and to customer expectations.

ESSENTIAL FUNCTIONS

Manages a dedicated portfolio of projects by coordinating installers, field support technicians, product deliveries, and any required service appointments. Manages project workflow from sale through installation, ensuring accurate execution, minimal errors, optimal production, and superior customer experience. Tracks and communicates logistics, shipping and receiving activities, material availability, and reorder requirements, keeping customers and stakeholders informed of any impacts to project timelines. Monitors project milestones and customer touchpoints to ensure service standards, quality expectations, and project commitments are consistently achieved. Develops and maintains strong relationships with customers, Design Consultants, Installers, and internal partners to ensure seamless and positive customer experience throughout the project lifecycle. Serves as a primary customer advocate (end to end ownership of the customer journey), providing proactive communication, timely updates, and clear expectations regarding project status, timelines, and next steps. Reviews CAD plans with complexity teams and collaborates with Design Consultants to ensure customer requirements and design changes are accurately reflected and communicated. Conducts regular follow-up with customers and Design Consultants to validate project details, confirm changes, and ensure satisfaction with project progress. Utilizes CXT, Salesforce, and Epicor daily to perform administrative functions, document customer interactions, and deliver customer journey communications. Proactively identifies and resolves customer concerns, project discrepancies, scheduling conflicts, and installation issues to minimize disruptions and enhance customer satisfaction. Manages and coordinates service appointments, warranty work, and corrective actions as needed to ensure successful project completion and customer satisfaction. Engages appropriate cross-functional resources to resolve escalated customer and project-related issues in a timely and professional manner. Solicits customer feedback and identifies opportunities to improve processes, communication, and overall customer satisfaction. Provides leadership with insights regarding customer trends, project performance, service challenges, and opportunities for continuous improvement.

POSITION QUALIFICATIONS

High school diploma and/or GED, college education preferred. 1+ years of experience of project management, preferably in construction and/or in the home renovations/improvement industry Proficiency in Microsoft Office Suite, including Outlook, Excel, Word, and Teams. Prior experience of Salesforce CRM and ERP (Kinetic) desired Strong initiative-taking communication and expectation setting, interpersonal and presentation skills Customer advocacy and relationship management

SKILLS & ABILITIES

Exceptional customer service skills with a passion for delivering a positive and seamless customer experience. Proven ability to proactively manage customer expectations and provide timely updates on project status, changes, and resolutions. Strong project management and organizational skills with the ability to manage multiple projects, priorities, and deadlines simultaneously. Excellent problem-solving and critical-thinking skills with the ability to identify issues, evaluate solutions, and drive timely resolution. Demonstrated ability to de-escalate customer concerns and professionally manage difficult conversations while maintaining customer satisfaction. Strong attention to detail and commitment to accuracy in project coordination, scheduling, documentation, and order management. Ability to collaborate effectively with sales, design, operations, installation teams, and other stakeholders to achieve customer and business objectives. Customer-focused mindset with the ability to advocate for customer needs while balancing operational requirements. Ability to analyze project data, identify trends, and recommend process improvements to enhance efficiency and customer experience. Strong decision-making skills and ability to work independently in a demanding environment. Excellent time management skills with the ability to prioritize competing demands and adapt to changing business needs. Experience with CRM, ERP, and project management systems, including Salesforce, Epicor, and other business applications preferred Ability to manage planning, scheduling, and coordination activities with a high degree of accuracy and responsiveness. Continuous improvement mindset with a willingness to identify opportunities to enhance processes, service delivery, and customer satisfaction. Strong conflict resolution and negotiation skills. Ability to maintain professionalism, composure, and a positive attitude under pressure. Displays a strong sense of responsibility by being present and prepared for work each day. Certificates & Licenses Successfully complete a Background check

Government Regulations and Safety:

We are committed to providing a workplace free from serious recognized hazards and comply with standards, rules and regulations issued under the OSH Act. It is the responsibility of the employer and team members to examine workplace conditions to make sure they conform to applicable OSHA standards. As a result, we will make sure team members have and use safe tools and equipment and properly maintain this equipment. Reasonable Accommodations Statement To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

PHYSICAL DEMANDS

Must be able to remain in a seated position for prolonged periods while working at a computer Frequently operates a computer, keyboard, mouse, phone, and other office equipment requiring fine motor skills Must be able to read and view computer screens and documents for extended periods. Regularly communicates with colleagues and clients in person, virtually, and by phone; ability to hear and speak clearly. Occasionally moves about the office to access files, office equipment, or attend meetings. May occasionally be required to lift or carry office supplies up to 10 pounds Tasks involve frequent repetitive motion of the hands and wrists while typing or writing. Minimal bending, squatting, kneeling, stretching, twisting, reaching, and climbing Ability to frequently talk and hear Ability to reach with hand and arms and grasp objects Availability during business operation hours to align customer availability for the purpose of phone and email

Pay:

$25.00 - $30.00 per hour

Benefits:

401(k) 401(k) matching Dental insurance Employee assistance program Employee discount Flexible spending account Health insurance Health savings account Life insurance Paid time off Parental leave Professional development assistance Referral program Vision insurance

Work Location:

In person