Project Coordinator

This is not a remote role.

About the role

The Project Coordinator is responsible for driving customer satisfaction through coordination of projects from sale to completion in a timely and efficient manner. This position manages the installation process for a specific product or an assigned set of products, including scheduling, quality/customer satisfaction, customer service, materials management, and the management of the independent contractor workforce. As the primary liaison between the customer and the company, the Project Coordinator addresses installation, contract, and service issues, working cross-functionally to resolve customer complaints. The role ensures the quality and consistency of workmanship meets company standards and protects the brand by facilitating on-time, error-free installations and responsive communication with customers. The Project Coordinator leverages resources across multiple departments to drive timely completion of project milestones.

Responsibilities

• Supervise and coordinate all project aspects from sale to installation
• Coordinate project logistics with customers, installers, vendors, and other departments to ensure timely and quality completion (measures, QC’s, installation, etc.)
• Schedule appointments with customers and vendors to drive effective project completion
• Control communications with the customer regarding job and service issues
• Review project details with Measure Tech or Project Manager prior to ordering to ensure accuracy and installer preparedness
• Coordinate and participate in the materials ordering process (responsibilities vary by product)
• Manage materials needs and logistics with vendors and collaborate with operations management to provide vendor feedback
• Facilitate timely updates to customers on project milestones
• Support the installation process through effective materials management
• Update company CRM with all necessary project details to ensure accurate documentation
• Provide Techs, Project Managers, and installers with all information needed to complete appointments (measures, QC’s, installations)
• Daily review of scheduled appointments for accuracy of measures, service, installs, and AR processes
• Process modifications (MODS) to ensure proper documentation of project changes
• Support the installation process by identifying, communicating, and resolving contract issues with sales staff
• Manage customer service-related issues and job costs
• Ensure Company Cam is utilized by project managers and installers
• Review photos of all projects at every stage to monitor progress and uphold high-quality standards
• Process all necessary documentation for job completion
• Handle collection of payment and ensure all projects are fully collected
• Provide necessary information in the system to ensure contractors and vendors are paid accurately and on time
• Resolve customer complaints in a timely manner and escalate as needed
• Confirm customer satisfaction with all installations and drive 5-Star Reviews
• Perform miscellaneous duties as assigned

Requirements

• 2+ years of prior experience in customer service or project management in home improvement, replacement contracting, home services, or related industries
• Strong operational experience in at least one product line (Windows, Baths, Kitchen Refacing)
• Experience managing subcontractors or a subcontractor-based business preferred
• Strong written and verbal communication skills
• Ability to work autonomously and problem-solve collaboratively
• Attention to detail
• Ability to type 40+ words per minute accurately
• Proficient in Microsoft Office and online systems/CRMs (e.g., Salesforce.com)
• High School Diploma or equivalent

Benefits

• Highly competitive compensation package
• Generous time-off benefits, including paid holidays and ample vacation time
• Health, dental, and life insurance options
• 401K Retirement Savings
• AFLAC Supplemental Insurance
• High level of autonomy and ability to work independently
• Professional work environment with state-of-the-art technology tools and resources
• Backing of a 37-year-old proven industry leader
• Collaborative, driven, and entrepreneurial environment

About the company

Serving the needs of homeowners since 1989, ImproveIt Home Remodeling is a leading, continuously growing replacement contracting company headquartered in Columbus, Ohio. Markets served include Columbus, Dayton, Cincinnati (OH); Louisville, Lexington (KY); Southern Indiana; Nashville (TN); and Charlotte (NC). The company specializes in replacement windows, bathroom remodeling, walk-in safety tubs, and kitchen remodeling. ImproveIt is BBB-accredited with an A+ rating, a 23-time Consumers’ Choice Awards winner, and boasts that one in four customers is a repeat customer. The culture is focused on winning, continuous improvement, and developing leaders. "ImproveIt" is more than a name—it’s an attitude governing all actions for staff, customers, and communities.