Installation Coordinator

JOB SUMMARY

The Installation Coordinator serves as the primary point for our customers and fellow employees who need assistance with all post-sales activities. This role is responsible for ensuring a seamless customer experience during the entire installation process by responding promptly, shifting priorities as needed, and communicating updates in real time as situations evolve.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Always exhibits the highest standard of personal ethics and adheres to all Pella Carolina policies. Promote a culture of safety and accountability by adhering to established protocols, proactively identifying potential risks, and fostering a workplace environment where safety is a shared priority. Deliver exceptional customer service while building positive relationships with customers and team members.

Contact customers to welcome them, explain the installation process, and provide a tentative installation timeline while resolving customer concerns by identifying solutions and coordinating appropriate follow-up. Manage incoming/outgoing calls and emails with professionalism. Manage project timelines from order receipt through final completion, including adjusting schedules and product readiness as needed.

Confirm customer readiness and coordinate scheduling to ensure successful installations. Maintain proactive communication with customers to provide timely updates on project before, during, and after installation. Coordinate installation schedules with Installation Technicians, installers, and other internal departments.

Coordinate recovery orders and schedule follow-up visits with Installation Technicians when additional work or materials are required. Collect final customer payments prior to installation per Contract. Review project documentation and process completion paperwork.

REQUIREMENTS

Strong organizational skills, attention to detail, and a commitment to providing exceptional customer experience. Proactive, take-action attitude with strong problem-solving skills. Excellent verbal and written communication skills. Professional phone etiquette and customer service skills. High proficiency in Microsoft Office 365 and other essential business applications.

Ability to manage multiple priorities while maintaining accuracy in a fast-paced office environment. Ability to learn and effectively use multiple business systems for scheduling, tracking, reporting, and customer communication.

EDUCATION AND EXPERIENCE

High School Graduate or GED required. Construction, building materials, or supply industry experience preferred. Minimum of 2 years successful Customer Service BENEFITS Competitive Compensation Insurance (medical, dental, vision)-First of the month after 30 days of employment 401(k)/ 401(k) matching- 100% of first 1% contributed and 50% of the next 5% after 1 year of employment Profit sharing 10 Paid Holidays Vacation/ PTO Life Insurance Most people talk about culture, but we live and breathe it in all that we do.

We care about our customers and our associates. We strive to provide a work environment that follows our beliefs: Culture- We are a team-oriented company. We believe in our employees and strive to improve the lives of those we serve. Benefits- Comprehensive benefit packages Growth- We believe in our employees and encourage them to grow both personally and professionally.

As a company, we invest in our employees. Work-Life Balance- We take pride in our employees having a well work-life balance Our People- Here you will work side by side with very knowledgeable people in the industry and build relationships that last. Check out our website and see if Pella will be a great fit for you! Company Website Pella Windows & Doors of the Carolinas and Southwest Virginia is an equal opportunity employer.

The company does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran status, disability, or other protected statuses as applicable by local, state, and federals laws. Hiring decisions are based solely on qualifications and business needs. If you are an individual with a disability, you may be entitled to a reasonable accommodation as defined under the Americans with Disabilities Act.

If you require a reasonable accommodation at any time during the application or employment process, please contact Human Resources and provide the position details and your requested accommodation.