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Form of work
SalarySummary
The coordinator is wholly responsible and accountable for orchestrating the entire installation process for window and door installation customers from multiple stores, resulting in exceptional customer experience while fostering and maintaining critical relationships with Lowe’s Home Improvement.
FLSA Status: Hourly, Non-exempt
Essential Duties and Responsibilities:
1. Manages all aspects of Integrity First Installations business for their coverage area through the exercise of well-reasoned and sound discretionary business judgment involving customers, contractors, and Lowe’s Home Improvement.
2. Ensures a quality installation which meets or exceeds the customer’s expectations.
3. Ensures superior customer satisfaction scores.
4. Partners with installers and negotiates pricing for onsite issues, work orders, and customer needs. Authorizes payments for services.
5. Meets and exceeds financial and productivity goals.
6. Develops and manages strong relationships with store personnel, Lowe’s IST, installation customers, and installers.
7. Exercises independent judgment and discretion concerning significant financial matters, including but not limited to authorizing installer invoice payments, approving and discussing installer chargebacks due to quality/non-performance issues, authorizing the purchase of additional materials, and approving customer compensation in resolution of disputes and claims.
8. Responds to escalated customer issues and answers customerquestions.
9. Determine appropriate and necessary action to resolve concerns.
10. Provides guidance to installers and customers on installation and products.
11. Conducts customer in-progress calls and follow-up calls to control the quality of the installation experience and resolve any issues.
12. Reviews work orders for accuracy, verifies technical information, and identifies and resolves labor or product issues.
Performs other duties as assigned.
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, andability required.
1. Education and Experience – High school diploma or general education degree (GED); and one to two years related experience and training; or equivalent combination of education and experience. Experience must involve customer service management.
2. Language Skills – Ability to read and comprehend instructions, correspondence, and memos. Ability to write letters and prepare other documents as needed. Proofreads work.
3. Mathematical Skills – Ability to add, subtract, multiply, and divide intoall units of measure for basic algebraic and geometric calculations.
4. Reasoning Ability – Ability to apply reasoned business judgment.
5. Ability to deal with problems involving a few concrete variables and adapts to changing circumstances and conditions.
6. Computer Skills – Knowledge of computer workstations and peripheral equipment; knowledge of database, spreadsheet, email, and word processing software.
7. Communication Skills –-Ability to effectively communicate orally and in writing in English.
Job Type: Full-time
Schedule:
- 8 hour shift
Work Location: Remote
