Service and Escalations Project Coordinator

Position Overview The Service and Escalations Project Coordinator is responsible for managing and resolving escalated projects and coordinating post-work service projects to ensure timely, high-quality completion. This role requires strong project management, customer service, and problem-solving skills to drive customer satisfaction and ensure a seamless customer experience. The coordinator serves as the primary liaison between customers, vendors, contractors, and internal teams, facilitating communication and coordinating resources across departments. Essential Job Functions: Project Coordination: Oversee and manage service and escalated projects from initiation to completion. Develop and maintain project plans, schedules, and documentation to ensure project milestones are met. Coordinate logistics with customers, contractors, vendors, and cross-functional teams for timely and effective project execution. Monitor project progress, addressing issues or delays promptly and ensuring high-quality results. Escalation Management: Act as the main point of contact for assigned projects and service-related inquiries. Manage escalations efficiently by investigating root causes, coordinating resolutions, and ensuring customer satisfaction. Facilitate the resolution of escalated projects through collaboration with service teams and timely communication with stakeholders. Customer Communication: Provide regular updates to customers on project milestones and ensure responsive communication throughout the project lifecycle. Control and facilitate all communications with customers to manage expectations and ensure a 5-star service experience. Confirm customer satisfaction post-project and drive 5-star reviews through effective follow-up. Documentation & Reporting: Maintain accurate project records and update the CRM with all necessary details for tracking, reporting, job costing, and vendor / contractor payments. Process modifications (MODs) as needed and ensure accurate documentation of any changes to the project scope. Provide detailed reporting on project status, service performance, and escalation outcomes. Process payments and ensure outstanding balances are collected for assigned projects. Cross-Functional Collaboration: Work closely with installers, project managers, and other internal teams to ensure all resources and materials are coordinated effectively. Review project details with appropriate personnel and communicate completion requirements to ensure smooth transitions through project stages. Miscellaneous Duties: Assist with other related tasks and projects as assigned. Qualifications/Education: 2+ years prior experience in customer service or project management in the home improvement, replacement contracting, home services or related industries. Strong operational experience in at least one product line (Windows, Baths, Kitchen Refacing) Experience managing subcontractors or a subcontractor-based business preferred. Strong written and verbal communication skills Ability to work autonomously. Ability to problem solve and collaborate with others to reach resolutions. Attention to detail. Accurately type 40+ words per minute Proficient using Microsoft Office and Online Systems/CRMs (i.e., Salesforce.com) High School Diploma or equivalent