Area Installation Specialist - Exteriors, Peoria

Assists with the customer experience throughout the install job life cycle, including technical measures, pre-existing condition assessments, and product affirmations. Conducts Job Site Inspections (JSIs) to review work quality, verify service provider badging, and meet with customers to ensure installations meet THD standards.

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; 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 and performing product affirmations.
  • 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 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.
• Typically requires overnight travel less than 10% of the time.
• 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 with regular exposure to factors causing moderate physical discomfort (e.g., dust, fumes, or odors).

Qualifications

• Minimum Education: Bachelor’s degree or equivalent in a field 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 with a focus on partnerships