Install Coordinator (Res/Comm) - Gem Plumbing & Heating

GEM Plumbing & Heating is a growing company that has been recognized for setting the standard for excellence in on-time, high quality, and friendly customer service. Here at GEM, we provide career opportunities to master your craft, earn competitive wages, and make a real difference in the lives of our customers and our community.

Position Overview

GEM is looking to hire an Install Coordinator is responsible for scheduling and reviewing scheduled estimates. The Install Coordinator is responsible for all job-related paperwork and acting as a liaison between customers and GEM. This is a full-time position located in our Harwich, MA. This will be an in office role.

Essential Job Functions

• Review estimates scheduled by the call center for accuracy, reschedule if necessary.
• Continuously prioritize the estimate calls so that the salesmen get out to all "hot leads" on a daily basis
• Schedule sales leads for furnaces, air conditioning systems, boilers, and hydro-systems, and maintain salesmen calendars on a daily/hourly basis
• Maintain a strong focus on customer satisfaction by ensuring that customer inquiries, complaints, and requests are addressed promptly and effectively.
• Identify opportunities for growth and coordinate with management to continuously improve sales and marketing strategies to expand the customer base and increase branch revenue.
• Facilitate the turnover of sold jobs
• Follow up on the "Parts/Work on order" list on a weekly basis.
• Provide status updates on each call at least once a week, and email notes to project managers.
• Break out reports by department and ensure that all calls are followed up on
• Meet daily with the department manager and project managers to make changes to rapidly changing call schedules.
• Request payments from customers, work with customers to collect payments, or process financing paperwork
• Work with technicians to ensure final payments are collected
• Request permits for jobs.
• Process invoices and work closely with technicians to ensure that all job extras are invoiced correctly.
• Ensure that invoices are posted within 48 hours of job completion.
• Register equipment used in residential projects.
• Process rebate paperwork for residential projects.

Required Skills and Experience

• Must have a High School Diploma or equivalent
• Ability to work effectively in a team environment with a diverse group of people
• Attention to detail, well organized, and demonstrated customer service skills
• Problem solving and critical thinking skills
• Must have basic computer knowledge including Microsoft Office programs, with an intermediate to advanced Excel skill level, and other web-based applications
• Must have a minimum of 2-3 years of related work experience including customer service
• Must be capable of applying sound business judgment to all decisions
• Familiarity with billing and accounts receivable processes
• Must have knowledge of basic office procedures including but not limited to record keeping, filing, and communicating via fax, email, and telephone

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Regularly requires sitting, standing, and walking for prolonged periods of time
• Must have full range of body movements including use of hands, feet, and fingers to handle or feel objects
• Must be able to lift up to 5 lbs.

Benefits & Perks:

• Medical, Dental, and Vision Insurance
• 401K Plan with Company Match
• Holiday Pay
• Long Term Disability
• Company Paid Life Insurance
• Flexible Spending Account
• Great Company Culture
• Continuous and extensive training and development