Job description

The primary purpose of the Project Support Professional is to support customers who purchase an installation project. To facilitate end-to-end workflow management of the project, the Project Support Professional has the responsibility to track progress, document all interactions, address issues and communicate with customers, service providers, stores and vendors in a timely manner to keep the project moving forward. To accomplish this, the Project Support Professional must have excellent customer service and problem-solving skills with the ability to adapt to change. The Project Support Professional will collaborate directly with customers, service providers, stores and peers to deliver the desired customer experience. The Project Support Professional will receive regular feedback and coaching from his/her leader and must be receptive and able to incorporate the feedback to improve skills and enhance performance on a continual basis. This position is in a fast-paced environment and schedules may include night and/or weekend hours.

Core Responsibilities:

• Answer inbound calls from customers, service providers and stores to provide installation project support.
• Manage outbound tasks and make outbound calls to customers, providers, stores and vendors in order to provide updates or gather project information.
• Conduct initial contact with customer and service providers to provide centralized contact information and project expectations in order to verify project scope and ensure alignment.
• Ensure projects are scheduled within the SLA by the service provider and provide confirmation to the customer.
• In coordination with stores and customers, arrange product delivery to ensure work can begin on time.
• Ensure all required compliance documents related to permits and Lead Safe Practices are uploaded in the appropriate system.
• Manage and resolve Work Order issues (post project completion) including assessment of related costs and the potential of service provider and/or vendor charge backs.
• Submit accurate and thorough documentation of all interactions related to the project in appropriate technology tools (i.e., Installation Management System, myRedVest and Salesforce).
• Practice active listening skills with customers, service providers, stores and vendors in order to deliver an excellent customer experience and promote team collaboration.
• Deliver consistent service by referring to and executing defined processes and providing feedback that will enhance current processes.
• Drive for results by consistently achieving goals and completing tasks/activities on time.
• Build effective relationships with others by organizing information, sharing information with coworkers and leaders and seeking performance feedback.
• Adapt to a fast-paced environment with evolving process enhancements.
• Complete assigned training courses, participate in team meetings, town halls, developmental meetings, etc.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

MINIMUM REQUIRED EDUCATION/EXPERIENCE:

· H.S. Diploma or Equivalent

· 3 years of customer service or sales experience

· Proficiency in using basic computer tools and navigating between applications

PREFERRED EDUCATION/EXPERIENCE:

· Bachelor's Degree

· Experience in remodeling or construction industry

· Experience in contact center or customer facing environment

· Bilingual

This role is not currently offered in California.

This position is a remote role, and you will train and work from home. Curre

Job Type: Full-time

Pay: $16.54 - $19.84 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Vision insurance

Experience level:

• 3 years

Shift:

• 8 hour shift

Weekly day range:

• Weekend availability

Work setting:

• Remote

Application Question(s):

• Are you proficient in using basic computer tools and navigating between applications?

Education:

• High school or equivalent (Required)

Experience:

• customer service or sales: 3 years (Preferred)

Work Location: Remote

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