Project Coordinator

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 control, customer service, materials management, and oversight of independent contractors. As the primary liaison between the customer and the company, the Project Coordinator resolves installation, contract, and service issues, working cross-functionally across departments to address customer complaints. The role ensures the quality and consistency of workmanship meets company standards and facilitates on-time, error-free installations while maintaining responsive communication with customers.

Responsibilities

• Supervise and coordinate all project aspects from sale to installation.
• Coordinate project logistics with customers, installers, vendors, and internal departments to ensure timely and quality completion.
• Schedule appointments with customers and vendors to drive effective project completion (measures, quality checks, installations, etc.).
• Control communications with customers 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; provide feedback to operations management to improve vendor effectiveness.
• 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 for measures, quality checks, and installations.
• Conduct daily reviews of scheduled appointments for accuracy.
• Process modifications (MODS) to ensure proper documentation of project changes.
• Identify, communicate, and resolve 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 payment collection and ensure all projects are fully collected.
• Provide necessary information in the system to ensure timely and accurate payment of contractors and vendors.
• Resolve customer complaints in a timely manner and escalate as needed per standard operating procedures.
• 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 to reach resolutions.
• Attention to detail.
• Ability to type 40+ words per minute accurately.
• Proficiency using 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 Plan.
• 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 ImproveIt Home Remodeling

Serving 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 a high rate of repeat customers. 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.