The Jr. Residential Install Coordinator position is specific to Overhead Door Co. of Edmonton’s residential business for the installation of garage door and operators. (builder and retail). The objective of the role is act as the primary point of contact for all customers as well as internally to other members of the OHD team. The Installation Coordinator will direct all activities related to the scheduling and communicating to Overhead Door Customers externally and internally.

The following are the primary day to day responsibilities of the position:

Customer Communication
 Respond to all inquiries from internal and external customers with established expectations including the scheduled date for the work to be completed unless additional information is required prior to doing so. Primary means of communication are email, our supply pro program and telephone but will also depend on individual customer preference.
 Set expectations for the customer in regard to site readiness. Ei.. Clean garage, no cars
 Following up with the customer for any on site issues that need to be rectified for the completion of the work as scheduled, provide follow-up communication (phone or email depending on customer preference) if required
 Coordinate with other members of the OHD team on pertinent customer information that is beneficial for future communication and/or management of the customer

Scheduling
 Ensure all new jobs are scheduled within 48 hours of receipt of work order when stock and or product confirmed to be in the building.




 Complete a confirmation/reminder call or email to all customers 24-48 business hours prior to the set booking date to ensure site is ready and or homeowners are still available and prepared for day of install
 Transfer orders from quote to order to be scheduled as per customers request. Within 48 hours of receiving the request
 Manage the daily schedule of the residential install teams maintaining close contact throughout the day to verify status relative to plan.
 Keep in close contact with OHD production team for orders that are requiring production, checking the upcoming schedule regularly to ensure production is on track to have product ready for tentative installation date booked
 Expedite immediate install needs, where necessary to ensure customer satisfaction, by adjusting the schedule or available resources.
 Where jobs are not able to be completed, communication to the customer as to the cause and reschedule accordingly

Administration
 Adjust all work orders in our system to document all information noted in the work order should have sufficient detail for the installer to complete within expectations.
 Ensure all paperwork filed numerically for ease of locating




 Receive and store all incoming information (email requests, photos, documentation, etc.) in the appropriate locations so that it is up to date and accessible for applicable staff when required.
 Maintain a high level of customer service through customer feedback and communication.

The following are the required competencies for the position:

Education and Experience
 Minimum of 1 years direct work experience in a high-volume service environment.
 Direct experience in the residential homeowner market is an asset.
 Successfully completed high school diploma.

Skills and Abilities
 Proactive communication with internal and external contacts following through on initiatives to completion.
 Strong desire to provide an exceptional customer experience.
 Ability to independently organize and prioritize activities ensuring a high level of customer satisfaction through a fast-paced environment.
 High detail orientation.
 Proven ability to resolve conflict at the customer level.
 Ability to maintain work load through multitasking and time management.

Direct reports: None
Supervisor: Residential Operations Manager

Job Types: Permanent, Full-time

Pay: $45,000.00-$55,000.00 per year

Benefits:

- Company events
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- In office parking
- Paid time off

Ability to commute/relocate:

- Edmonton, AB: reliably commute or plan to relocate before starting work (required)

Work Location: In person

📌 Jr. Residential Install Coordinator (Edmonton)
🏢 Overhead Door Co. of Edmonton
📍 Edmonton