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

Join Lowe's as a Remote Services Project Coordinator and Elevate Your Career

At Lowe's, a FORTUNE® 50 home improvement company, we're committed to serving approximately 16 million customer transactions a week in the United States. With a strong presence in the industry and a passion for delivering exceptional customer experiences, we're looking for a skilled and dedicated Remote Services Project Coordinator to join our team. As a key player in our installation projects, you'll be responsible for managing workflows from start to finish, ensuring seamless project execution, and fostering strong relationships with customers, service providers, and stores.

About the Role

As a Remote Services Project Coordinator at Lowe's, you'll be the linchpin in driving customer satisfaction for installation projects. Your expertise in customer service, problem-solving, and project coordination will be crucial in ensuring that projects are completed on time, within scope, and to the customer's satisfaction. You'll work remotely, utilizing various tech tools to manage installation projects, coordinate schedules, and troubleshoot issues. Your adaptability, attention to detail, and commitment to delivering exceptional customer experiences will make a significant impact on our business.

Key Responsibilities

• Answer inbound calls from customers, service providers, and stores to provide installation job support, ensuring timely and effective communication.
• Manage outbound tasks and make outbound calls to customers, providers, stores, and vendors to provide updates or gather job information, promoting transparency and collaboration.
• Conduct initial contact with customers and service providers to provide centralized contact information and job expectations, verifying project scope and ensuring alignment.
• Ensure projects are scheduled within the SLA by the service provider and provide confirmation to the customer, guaranteeing timely project execution.
• In coordination with stores and customers, arrange product delivery to ensure work can begin on time, streamlining the project workflow.
• Ensure 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), including assessment of related costs and the potential of service provider and/or vendor chargebacks, demonstrating problem-solving expertise.
• Submit accurate and thorough documentation of all interactions related to the project in appropriate technology tools (i.e., Installation Management System, myRedVest, and Salesforce), maintaining precise records.
• Practice active listening skills with customers, service providers, stores, and vendors to deliver an excellent customer experience and promote team collaboration, fostering strong relationships.
• Deliver consistent service by referring to and executing defined processes and providing feedback that will enhance current processes, driving continuous improvement.
• Drive for results by consistently achieving goals and completing tasks/activities on time, demonstrating a results-driven mindset.
• Build effective relationships with others by organizing information, sharing information with coworkers and leaders, and seeking performance feedback, promoting a collaborative work environment.
• Adapt to a fast-paced environment with evolving process enhancements, showcasing flexibility and a willingness to learn.
• Complete assigned training courses, participate in team meetings, town halls, developmental meetings, etc., committing to ongoing learning and development.

Essential Qualifications

• High school diploma or GED, providing a foundational education.
• 1-3 years' experience in a customer-facing role, demonstrating a strong background in customer service.

Preferred Qualifications

• Bachelor's degree in a related field of study, showcasing a higher level of education and expertise.
• 1 year of experience in project coordination OR experience in the remodeling or construction industry, highlighting relevant industry knowledge.
• 1 year of experience working in a Project Management function, demonstrating project management skills.
• Experience in a contact center environment, showcasing a background in handling customer inquiries and issues.

Skills and Competencies

To succeed in this role, you'll need to possess excellent communication and problem-solving skills, with the ability to work effectively in a fast-paced environment. You'll also need to be highly organized, with strong attention to detail and a commitment to delivering exceptional customer experiences. Our ideal candidate is a team player who is adaptable, proactive, and passionate about driving customer satisfaction.

Career Growth Opportunities and Learning Benefits

At Lowe's, we're committed to investing in the people and resources needed to grow and win as a team. As a Remote Services Project Coordinator, you'll have opportunities to develop your skills and expertise, taking on new challenges and advancing your career. You'll also have access to comprehensive training programs, designed to enhance your knowledge and performance.

Work Environment and Company Culture

As a remote employee, you'll work from the comfort of your own home, with the flexibility to manage your work schedule. Our company culture is characterized by strong collaboration and support, with leaders who respect and support their team members. We're committed to creating a work environment that's inclusive, diverse, and engaging, with opportunities for growth and development.

Compensation, Perks, and Benefits

We offer a competitive salary, ranging from $17.56 to $29.27 per hour, depending on factors such as education, training, and experience. Our benefits package includes:

• 401k with up to 4.25% match, providing a secure retirement savings plan.
• Bi-annual Cash Bonus, rewarding your hard work and dedication.
• Discounted Employee Stock Purchase Plan (15% discount of strike price), offering a unique investment opportunity.
• Tuition-Free Education, supporting your ongoing learning and development.
• 10-week Maternity/Parental Leave, providing a generous family leave policy.
• 10% Associate Discount, offering exclusive discounts on Lowe's products and services.

Conclusion

If you're a motivated and customer-focused individual with a passion for project coordination, we encourage you to apply for this exciting opportunity. As a Remote Services Project Coordinator at Lowe's, you'll play a critical role in driving customer satisfaction and delivering exceptional experiences. Join our team and take the first step towards a rewarding and challenging career.

Lowe's is an equal opportunity employer, committed to diversity and inclusion in the workplace. We welcome applications from qualified candidates, regardless of their background or circumstances.

Ready to join us? Click apply now and take the first step towards a fulfilling career at Lowe's!