Opportunity
Responsible for managing the end-to-end customer experience of the Kohler Services business WI. The Project Coordinator proactively communicates with consumers regarding expectations of the varying phases throughout the project management process. Responsibilities will include working with the Sales team to provide open installation dates and answering questions about product availability and scope of work, scheduling customers for their installation appointment(s), collecting payment(s), managing finance programs and overseeing accounts receivable. Being an expert in communication to our customers regarding the installation process and our product is a must. This individual will work closely with the Scheduler to provide details needed to submit building inspections and permits, needs of HOAs, and when service is needed after an installation has occurred. They will also work closely with the Project Manager in sourcing materials related to timelines for jobs.
Secondarily, the Project Coordinator will be responsible for answering the main phone line during specified hours when the Front Desk Administrator is out (frequency rate is low). This role maintains a positive relationship with customers and the internal team of Installation Supervisors, Warehouse staff, Project Manager, Scheduler, and Front Desk Coordinator and is driven to solve day-to-day issues that may arise. The Project Coordinator will also manage the distribution and responses of customer-related surveys, Kohler’s CDCE program, and Pulse M software with the appropriate team members.
This role will create and implement essential procedures, both defined and undefined as defined by business growth.
Specific Responsibilities
Project Coordination (80% of workload)
Manages customer experience lifecycle of the Direct Response business by communicating with consumers regarding expectations of varying phases throughout the project management process. This role will spend a good portion of their day speaking to customers on the phone, via email and/or SMS.Learns basic information regarding the installation process and materials used and makes sure that the consumer is satisfied throughout each phase of the project.Receives incoming calls pertaining to projects and independently determines proper course of action based on issue.Works autonomously, understanding which tasks are assigned to them without heavy oversightManages inputting customer information into the Production Sheet and the (CRM) system to begin the process of moving the job through the installation funnel.Confirms contracted materials and scope of work are captured during project review meetings. Takes corrective action when needed.Efficiently and accurately updates information in all established systems both manual and electronic.Assigns, schedules and monitors installation service needs, completions and updates in CRM upon completion.Manages the accounts receivables/collections of all customers and proactively reports issues directly to Kohler finance by overseeing consumer payments.Identifies and communicates issues throughout the project management process.  Drives corrective action and recommends process improvements.
General office duties (20% of Workload)
Answers main phone line and directs customers in showroom when Front Desk Coordinator is out of officeReleases Guild quality surveys twice per week and performs Pulse M duties for monthly tracking of google reviews.CDCE (Creating Delightful Consumer Experiences) Program Site Lead, responsible for partnering with the program leader to schedule class dates for staff members