Remote Services Project Coordinator - Driving Customer Satisfaction in Installation Projects for a Fortune 50 Company

Transforming Customer Experiences in Home Improvement

At Lowe's, a FORTUNE® 50 home improvement company, we're dedicated to serving approximately 16 million customer transactions a week across the United States. With a strong presence in the industry and a commitment to excellence, we're seeking a highly skilled and motivated Remote Services Project Coordinator to join our team. As a key player in our installation projects, you'll be responsible for driving customer satisfaction, managing workflows, and ensuring seamless project execution from start to finish.

Your Impact at Lowe's

As a Remote Services Project Coordinator, you'll be the linchpin in our customer satisfaction efforts, working closely with customers, service providers, and stores to ensure that installation projects are executed with precision and care. Your exceptional problem-solving skills, customer service expertise, and ability to navigate a fast-paced environment will make a significant impact on our business. By joining our team, you'll be part of a dynamic and collaborative work environment that values strong relationships and mutual support.

Key Responsibilities

• Answer inbound calls from customers, service providers, and stores to provide installation job support, addressing their queries and concerns in a timely and professional manner.
• Manage outbound tasks and make calls to customers, providers, stores, and vendors to provide updates, gather job information, and ensure that projects are progressing smoothly.
• Conduct initial contact with customers and service providers to provide centralized contact information, clarify job expectations, and verify project scope to ensure alignment.
• Ensure that projects are scheduled within the Service Level Agreement (SLA) by the service provider and provide confirmation to customers, setting clear expectations and timelines.
• Coordinate product delivery with stores and customers to ensure that work can begin on time, streamlining the project workflow.
• Ensure that all required compliance documents related to permits and Lead Safe Practices are uploaded in the appropriate system, maintaining regulatory compliance.
• Manage and resolve Work Order issues post-project completion, assessing related costs and potential charge backs to service providers and/or vendors.
• Submit accurate and thorough documentation of all interactions related to the project in our technology tools, such as Installation Management System, myRedVest, and Salesforce.
• Practice active listening skills with customers, service providers, stores, and vendors to deliver an exceptional customer experience and promote team collaboration.
• Deliver consistent service by referring to and executing defined processes, providing feedback to enhance current processes, and driving continuous improvement.
• Drive results by consistently achieving goals, completing tasks and activities on time, and demonstrating a commitment to excellence.
• Build effective relationships with others by organizing and sharing information, seeking performance feedback, and fostering a collaborative work environment.
• Adapt to a fast-paced environment with evolving process enhancements, demonstrating flexibility and a willingness to learn.
• Complete assigned training courses, participate in team meetings, town halls, and developmental meetings to stay up-to-date with industry trends and best practices.

Qualifications and Skills

Minimum Qualifications

• High school diploma or GED
• 1-3 years of experience in a customer-facing role, demonstrating strong communication and interpersonal skills

Preferred Qualifications

• Bachelor's degree in a related field of study, such as business, project management, or a related discipline
• 1 year of experience in project coordination or experience in the remodeling or construction industry, providing a strong understanding of project workflows and industry practices
• 1 year of experience working in a Project Management function, demonstrating expertise in managing projects and coordinating with stakeholders
• Experience in a contact center environment, handling customer inquiries and resolving issues in a fast-paced setting

Essential Skills and Competencies

• Excellent communication and interpersonal skills, with the ability to work with diverse stakeholders, including customers, service providers, and stores
• Strong problem-solving skills, with the ability to analyze issues, identify solutions, and implement corrective actions
• Customer service expertise, with a focus on delivering exceptional customer experiences and building strong relationships
• Ability to work in a fast-paced environment, prioritizing tasks, managing multiple projects, and meeting deadlines
• Strong organizational and time management skills, with the ability to coordinate multiple stakeholders and manage project workflows
• Proficiency in technology tools, such as Installation Management System, myRedVest, and Salesforce, with the ability to learn new systems and adapt to changing technology requirements

Career Growth and Development

At Lowe's, we're committed to investing in the growth and development of our associates. As a Remote Services Project Coordinator, you'll have opportunities to:

• Develop your skills and expertise in project coordination, customer service, and industry practices
• Take on additional responsibilities and contribute to the growth and success of our business
• Participate in training and development programs, including tuition-free education and leadership development initiatives
• Advance your career within our organization, with opportunities for promotion and career progression

Work Environment and Company Culture

As a remote associate, you'll be working from home, with the flexibility to manage your work schedule and work environment. We're committed to providing a supportive and collaborative work environment, with:

• Strong leadership and management support, with a focus on associate development and well-being
• Opportunities for collaboration and teamwork, with a global community of associates and industry experts
• A culture that values diversity, equity, and inclusion, with a commitment to creating a workplace that's inclusive and respectful

Compensation and Benefits

We offer a competitive compensation package, with a pay range of $17.56 - $29.27 per hour, depending on factors such as location, education, training, and experience. Our benefits package includes:

• 401(k) with up to 4.25% match
• Bi-annual Cash Bonus
• Discounted Employee Stock Purchase Plan (15% discount of strike price)
• Tuition-Free Education
• 10-week Maternity/Parental Leave
• 10% Associate Discount

Ready to Join Our Team?

If you're a motivated and experienced professional looking to drive customer satisfaction and contribute to the success of a Fortune 50 company, we encourage you to apply now! As a Remote Services Project Coordinator at Lowe's, you'll be part of a dynamic and collaborative team that's committed to excellence and customer satisfaction. With a strong focus on associate development and well-being, we're confident that you'll thrive in our work environment and make a meaningful contribution to our business.

Don't miss this opportunity to join our team and start your journey to a rewarding and challenging career. Apply now and take the first step towards a brighter future!