Area Installation Specialist - Raleigh, NC

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
  • Assesses pre-existing conditions and performs product affirmations
  • Performs technical measures
  • Conducts Job Site Inspections (JSIs) including:
    • Service provider badge checks
    • Inspecting work to ensure adherence to industry construction standards
    • Addressing customer questions
    • Documenting job scope changes
    • Ensuring the install experience meets or exceeds customer expectations
  • Manages 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 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: 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 emphasis on partnerships

Schedule

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

Physical Requirements

• 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)

Working Conditions

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