Job Summary
We are seeking a highly organized Installation Coordinator II to serve as the primary point of contact for clients, contractors, and internal teams regarding service requests and permit statuses. This role sits at the intersection of customer support and permit coordination, requiring strong communication, attention to detail, and the ability to manage multiple priorities.
The ideal candidate will handle incoming inquiries via phone and email, ensure accurate and timely communication, coordinate inspections, and maintain detailed records. This position supports multiple locations and plays a key role in delivering a seamless customer experience.
Core Responsibilities
- Inquiry Management:
- Answer incoming calls and emails promptly and professionally. Provide accurate updates on permit and service status, and guide customers through the warranty process.
- Data Management:
Enter and update permit data in CRM systems and municipal portals. Maintain detailed records of all interactions, applications, and service updates. Log all calls and resolutions.
Address customer concerns related to delays, service issues, or general inquiries with professionalism and diplomacy. Deliver a high-quality customer experience. Coordinate and schedule building inspections. Communicate updates and changes with customers, contractors, and internal teams. Scan and organize documents accurately to ensure proper recordkeeping. Assist service and installation teams with additional administrative or operational tasks as needed. Required Skills & Qualifications
- Scheduling & Tracking:
- Document Management:
- Team Support:
- Communication Skills:
- Strong verbal and written communication skills with the ability to manage a variety of customer inquiries effectively.
- Experience:
6–12 months of customer service experience, preferably in a fast-paced or high-pressure environment.
Proficient in Microsoft Office (Word, Excel, Outlook) and experience using CRM systems. Ability to review documents carefully and ensure accuracy across all data and communications. Strong ability to assess situations quickly and take appropriate action, especially in time-sensitive scenarios. Professional and positive demeanor when interacting with customers, contractors, and team members. High school diploma or equivalent required. Key Performance Indicators (KPIs)
- Attention to Detail:
- Problem-Solving:
- Interpersonal Skills:
- Education:
- First-Contact Resolution:
- Resolve customer inquiries during the initial interaction whenever possible.
- Response Time:
Meet internal benchmarks for call and email response times, including same-day responses. Maintain high levels of customer satisfaction with minimal to no complaints.
