Position: Installer Coordinator
Reports to: Operations Manager
Compensation: $35,000 – $50,000 annual salary.
The Installer Coordinator at Precision Heating and Air is responsible for coordinating and facilitating the installation process of HVAC systems. This position requires strong organizational and communication skills to ensure efficient scheduling, accurate record-keeping, and excellent customer service. The Installer Coordinator will work closely with the Project Managers (PM), installers, and customers to ensure a smooth and satisfactory installation experience.
Duties and Responsibilities
1. Schedule installation jobs promptly and accurately based on the availability of installers, customer preferences, and workload. Coordinate with the Installation Manager to optimize the installation schedule and ensure timely completion of projects.
2. Follow established customer database systems and procedures to maintain accurate and up-to-date information. Update customer records with relevant installation details, financing information, and job status.
3. Assist PMs and customers in completing financing applications and necessary paperwork, ensuring accuracy and adherence to company policies and procedures.
4. Conduct follow-up calls with customers after installation jobs are completed to ensure their satisfaction. Request positive reviews and feedback to enhance the company’s reputation and customer satisfaction levels.
5. Prepare and send out thank you packages to customers, including referral information and incentives to encourage customer referrals.
6. Track funding for financed jobs, ensuring that all necessary documentation is submitted and processed accurately. Collaborate with finance and administrative teams to resolve any issues related to funding.
7. Collaborate with the PMs to develop and maintain installation metrics, ensuring accurate and timely reporting. Analyze data to identify areas for improvement and implement process enhancements as needed.
8. Maintain effective communication with installers, providing them with accurate and detailed job information, including customer preferences and specific requirements.
9. Assist in resolving scheduling conflicts, equipment availability issues, or any other challenges that may arise during the installation process.
10. Collaborate with the PMs to communicate installation requirements and ensure a smooth transition from the sales process to installation.
11. Stay updated on industry trends, regulations, and best practices related to HVAC installation coordination.
12. Adhere to safety protocols and company policies, promoting a culture of safety in all aspects of work.
13. Provide exceptional customer service and address any customer concerns or inquiries promptly and professionally.
14. Conduct regular follow-up on unsold estimates to determine the status and reasons for non-conversion. Communicate with potential customers to address any concerns or questions they may have, and provide additional information or adjustments to the estimate as needed.
15. Maintain accurate records of follow-up activities and update customer database systems accordingly. Collaborate with the sales team to identify patterns or trends in unsold estimates and propose strategies for improvement.
16. Provide feedback and recommendations to the sales team and management regarding potential changes or adjustments to the estimating process based on customer feedback and market trends.
Qualifications and Skills
1. High school diploma or equivalent is required. Additional education or training in business administration, customer service, or a related field is preferred.
2. Previous experience in a coordination or administrative role is preferred, preferably in the HVAC or construction industry.
3. Proficiency in using customer database systems and software applications to accurately record and manage customer information.
4. Strong organizational and time management skills, with the ability to prioritize tasks and meet deadlines in a fast-paced environment.
5. Excellent communication and interpersonal skills, with the ability to effectively interact with customers, installers, and other team members.
6. Detail-oriented with a focus on accuracy and attention to detail in all tasks.
7. Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and the ability to quickly learn and adapt to new software applications.
8. Ability to work independently and collaboratively as part of a team, demonstrating a positive attitude and strong work ethic.
9. Flexibility to adapt to changing priorities and multitask effectively.
10. Knowledge of HVAC systems and installation processes is beneficial but not mandatory.
This job description is a general outline of the responsibilities and qualifications expected in this position. The Installer Coordinator may be required to perform additional duties not listed above as directed by the Operations Manager.