Area Installation Specialist

About the Role

The Area Installation Specialist (AIS) is responsible for assisting with the customer experience throughout the install job life cycle. This includes performing technical measures, assessing pre-existing conditions, and performing product affirmations. The AIS will conduct Job Site Inspections (JSIs) to review quality of work, conduct service provider badging checks, and meet with customers to ensure the install experience is consistent with THD standards.

Responsibilities further include resolving customer complaints, making decisions needed to prevent cycle-time delays, working with service providers to resolve issues, and approving or escalating project changes prior to moving forward. At the end of the install process, the AIS will ensure all open items are completed to the customer's satisfaction.

Responsibilities

• Customer Experience (25%) - Initiates and maintains regular communication with customers across the install life-cycle, ensures timely customer follow-up, and resolves open questions or job changes. Resolves job-in-process items such as scope of work changes, add-labor items, and material needs, and escalates decisions as appropriate. Manages open services and assigned Care Tickets to resolution.
• Job Process Management (60%) - Manages all jobs from assigned area and product category, including assessing pre-existing conditions, performing product affirmations, and performing technical measures. After installation begins, performs Job Site Inspections (JSIs) to conduct service provider badge checks, inspect work for industry construction standards, address customer questions, document job scope changes, and ensure the install experience meets or exceeds customer expectations. Ensures timely closure of all open services within assigned area.
• Operations (15%) - Assists in management of customer inquiries across the install life cycle, resolves open services, and resolves jobs-on-hold. Initiates change of scope requests to drive efficient job life-cycle timelines. Uses reporting and related systems to provide overall customer experience and accuracy at install.

Requirements

• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.
• Must pass pre-employment test if applicable.

Qualifications

• Minimum Education: Knowledge, skills, and abilities typically acquired through the completion of a bachelor's degree program or equivalent in a field of study related to the job.
• Minimum Years of Work Experience: 5 years.
• Preferred Qualifications:
  • Construction/home improvement industry experience.
  • Prior experience managing residential home improvement install projects.

Skills

• Action Oriented
• Business Insights
• Collaborates
• Communicates Effectively
• Customer Focus
• Strong time management and organizational skills
• Strong negotiating skills
• Strong business acumen
• Problem solving and multi-tasking skills
• Collaborative leadership skills where strong value is placed on partnerships

Schedule & Travel

• Typically requires overnight travel less than 10% of the time.

Physical Requirements

• Requires intermittent periods during which continuous physical exertion is required, such as walking, standing, stooping, climbing, lifting material or equipment, some of which may be heavy or awkward.

Working Conditions

Usually in a comfortable environment but with regular exposure to factors causing moderate physical discomfort from such things as dust, fumes, or odors.