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 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 ensures 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 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, escalating 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 conducting technical measures. Performs Job Site Inspections (JSIs) to verify 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 managing 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 related to the job.
• Minimum Work Experience: 5 years of relevant experience.
• 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 with a focus on partnerships

Physical Requirements & Working Conditions

• Requires intermittent periods of continuous physical exertion, such as walking, standing, stooping, climbing, lifting material or equipment (some of which may be heavy or awkward).
• Usually works in a comfortable environment but is regularly exposed to factors causing moderate physical discomfort (e.g., dust, fumes, or odors).

Travel

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

Reporting Structure

This position typically reports to a District Installation Manager and has no direct reports.