Installation Coordinator Manager - Appliances
- Orlando, FL
- Permanent
- Full-time
- Supervise 5-7 Install Coordinator Support Reps to ensure high quality customer service standards, meeting sales goals, and helping to resolve customer concerns
- Serve as day-to-day team leader leading all aspects of customer service and install coordinator team
- Mentor, train, motivate, and develop team members to be successful
- Monitor calls and offer guidance to improve call effectiveness and share the best techniques for scheduling successful installations, driving ‘punch-list’ resolution, and ‘One-Trip’ installations
- Ensuring customer satisfaction and retention, assuring sales satisfaction, and building strong associate relationships
- Evaluate associate key performance indicators and identify training needs and development opportunities
- Participate in the work of associates to understand and distribute workload, drive productivity, and ensure effective work/life balance
- Identify themes and root causes of issues, propose solutions, collaborate to develop best practices, implement changes and hold accountability to best practices
- Verify that all necessary paperwork and documentation related to the installation is completed and accurate
- Plan, schedule, or coordinate project activities to meet deadlines
- Work with leadership to ensure delivery and install processes are maintained
- Participate in leadership meetings and represent associate concerns, policies and guidelines to the management team
- 3+ years’ experience prior management / leadership experience is strongly preferred
- Successful experience in customer service leadership is ideal
- Strong change management skills
- Energized by creating and developing a relatively green department
- Experience of using process and metrics/data to lead such a team
- Prior experience of setting up inside sales process, metrics, and hiring team members with the ability to lead and motivate
- Must possess strong people management and associate engagement skills
- Must possess a strong service orientation, and the desire to serve internal and external customers
- Ability to build strong interpersonal relationships, and possess outstanding communication skills (oral and written)
- Ability to quickly learn company systems and platforms
- Must possess solid computer skills, including Microsoft Office and prior CRM/Salesforce experience is a plus
- Attention to detail, demonstrated integrity and professionalism
- Strong interpersonal skills and ability to prioritize workload appropriately in order to balance multiple demands and meet timelines as required