Service Coordinator

Lowe's Companies, Inc. Raleigh , NC 27611

Posted 2 weeks ago

Job Description:

This position is remote in the Wilkesboro, Charlotte, Greensboro, Winston-Salem and Raleigh-Durham areas only.

The Service Coordinator is primarily responsible for execution of specific components of a defined centralized production model. Key focus will be to ensure Customers and Service Providers have appropriate contact information on related Installation Jobs/Projects in order to promote efficient and effective communication. The Service Coordinator will also have primary responsibility for confirming job/project scope with customers and Service Providers and ensuring timely execution of Assessments and job/project scheduling for the purpose of effective service delivery. To accomplish this, the Service Coordinator must have foundational knowledge of Phone and Computer Systems and common Customer Service practices. The Service Coordinator will collaborate directly with Customers, peers and Service Providers in order to ensure timely project communication.

RESPONSIBILITY STATEMENTS:

  • Conducts initial contact with Customers and Service Providers to provide correct contact information, jobs/project expectations and verify job/project scope to ensure successful service delivery.

  • Obtains installation schedules from Service Providers and confirms times with Customer for proactive communication.

  • Arranges Delivery of Product with Stores, Service Providers and Customer to ensure job/project can start on time.

  • Conducts follow up call at end of job/project to ensure satisfaction

  • Verifies job/project completion with Customer.

  • Handles post completion job/project issues.

  • Builds job/project plan timelines and sequencing as needed for successful work flow including coordination with multiple Service Providers and Vendors for one job/project as scope of work dictates.

  • Tracks Special Order product to coordinate job/project work flow and follows up on over due dates

  • Ensures Permits are obtained and closed out on required job/projects.

  • Monitors job/project work flow to maintain project plan and SLA's and makes adjustments and communicates when necessary with Customers, Service Providers, Stores and Vendors.

  • Confirms job/project required completion paperwork before processing Service Provider Payment.

  • Maintains accurate record of all interactions and occurrences in relation to Customer and Service Provider contact and makes updates through documenting comments in supporting Tools i.e. Project Tool.

  • Manage and resolve Work Order issues (post job/project completion) including assessment of related costs and the potential of Service Provider and/or Vendor Charge Backs.

  • Acts as primary point of contact for the Customer through the entire job/project cycle.

  • Receives and responds to questions from Customers relating to job/project Process and Expectations.

  • Receives and responds to questions from Service Providers relating to job/project Process, Paperwork, Invoicing and Payments.

  • Meets or exceeds customers' expectations, looking for ways to improve their experience by understanding how the Service Project Coordinator role, team goals, and daily activities fit into the company vision.

  • Prioritize tasks and persevere toward completion in the face of setbacks, challenges and adversity.

  • Drives for results by consistently achieving goals and pushing to complete tasks by their deadlines.

  • Organize work processes and ensure most efficient work flow while collaborating with others, i.e. Service Providers, Stores, Customers and Vendors.

  • Practice careful and active listening skills with others, i.e. Customers, Service Providers, Stores and Vendors in order to deliver the Customer Experience and promote Team Collaboration.

  • Inform the right people with the right information to make effective and timely decisions.

  • Pursues self-development and effective relationships with others by organizing information; sharing information with coworkers and customers; seeking performance feedback; adapting to and learning from change, difficulties, and feedback

  • Completes work assignments by using procedures, data, and resources; collaborating with others to address business problems; adhering to established priorities, deadlines, and expectations; communicating progress and information; occasionally identifying and recommending ways to address improvement opportunities

REQUIRED EDUCATION/EXPERIENCE:

  • H.S. Diploma
  • 6 years of experience in a customer facing role

PREFERRED EDUCATION/EXPERIENCE:

  • Bachelor's Degree

  • Experience in remodeling or construction industry

  • Experience in contact center or customer facing environment

  • Bilingual

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Service Coordinator

Lowe's Companies, Inc.