Installation Coordinator

Position Purpose

The HDIS Installation Coordinator operates as an internal and external customer support expert that helps build, manage, and facilitate an excellent customer experience. Installation Coordinators assist customers and Install Field teams. They direct the flow of jobs based on various business needs, monitor job statuses for all interior and exterior product lines, schedule pre‑installation inspections with customers, complete job movement tasks, and manage the services process in the branch. They serve as the main point of contact between the customer and The Home Depot for all job‑related needs and meet performance metrics related to timely paperwork completion and efficient job movement while contributing to the goal of installing 100% backlog.

Key Responsibilities

• Customer Experience (35%): Initiates and maintains regular communication with customers across the install life cycle, ensures timely follow‑up, resolves open questions, facilitates satisfaction from point‑of‑sale through follow‑up service, and provides ongoing support for job‑related issues.
• Job Process Support (25%): Communicates and coordinates with internal and external branch partners—including the Branch Support Center (Exteriors), Sales, Installation, and others—as needed for all job‑level inquiries; assists the team with customer escalations and exceptions; supports branch operations and efficient job movement.
• Operations (40%): Facilitates efficient intake and management of all open jobs across the install life‑cycle, reviews paperwork for accuracy, works with customers to collect payment, schedules pre‑installation inspections, completes data entry, places material orders for interior product lines, and processes labor bills for third‑party service providers. Manages intake of service tickets and schedules services with customers as necessary.

Management Structure

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

Travel Requirements

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

Physical Requirements

Most of the time is spent sitting in a comfortable position with frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

Working Conditions

Work is performed in a comfortable indoor area. Unpleasant conditions are infrequent and not objectionable.

Minimum Qualifications

• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.

Preferred Qualifications

• Knowledge or experience in the home improvement or construction industry.
• Prior clerical and/or administrative background.
• Excellent interpersonal and customer service skills with a strong sense of urgency and problem‑solving ability.

Education

Minimum: High school diploma and/or GED.
Preferred: No additional education required.

Work Experience

• Minimum: 1 year of relevant work experience.
• Preferred: No additional years of experience required.

Leadership Experience

None required or preferred.

Competencies

• Self‑motivated with initiative to complete tasks with little or no direction.
• Strong written and verbal communication skills.
• Strong organizational skills, attention to detail, and ability to work in a fast‑paced environment.
• Proficiency in Microsoft Office.
• Proven ability to manage multiple tasks simultaneously, keep accurate records, and follow up as necessary to complete customers' jobs accurately and on time.