Opportunity
The Project Coordinator, Install Services will coordinate and execute all aspects of Install Service order management, encompassing tasks such as order entry, customer contacts, and dispatching work orders for service execution. As part of the Field Services & Install team, this role actively participates in identifying business models that elevate both customer and installer experiences.  This includes engaging in projects aimed at improving the efficiency of project coordination and execution, as well as emphasizing strategic prioritization to optimize workflows.
Specific Responsibilities
Manage Install Service orders, including the following: Install Services order creationWork order creation and dispatch to the appropriate labor party Customer contact + labor contact Processing of customer paymentProcessing of labor invoices Ensure timely acceptance of work orders, appointment setting, etc. Monitor status of work order and follow up as needed. Manage customer escalations and implement corrective actions as necessary. Support product category expansion for Install Services. Identify and implement opportunities to improve customer satisfaction, work order cycle time, first trip resolution, and work order costs.Identify, manage, and oversee technology enhancements and bugs (Salesforce Service Cloud).  Collaborate with IT and Agile development teams for execution and efficient resolution.Conduct user acceptance testing (UAT) as needed and regularly perform regression testing.Develop user stories, use cases, and functional specifications to effectively communicate requirements to agile development, IT, and web teams.Identify and implement technological improvements to enhance customer and installer interactions, encompassing support for enhancements linked to the Partner landing page and Partner Community Portal.Create and maintain Install Services SOPs. Administer customer surveys (pre-install & post-install).  Act on feedback to improve NPS. Set up dashboards and reports as necessary to monitor KPIs. Identify enhancement opportunities for the Installer application, vetting, and onboarding processes.  Analyze existing and proposed future state workflows, documenting them, and identifying opportunities for improvement through process mapping.Collaborate with the Sr. Channel Manager - Install Networks to prepare and facilitate training for Kohler Signature Stores and Kohler Experience Centers.Provide training and support to teams handling Install Service customer and installer calls.