The Customer Project Coordinator Supervisor is primarily responsible for ensuring that the Customer Project Coordinators are providing outstanding service to our customers and ensuring that all their needs are met. The CCPC Supervisor must have a thorough knowledge of all policies, procedures, and duties related to the customer phone calls and transactions, special orders, change orders, installation coordination, third party returns, and ESVS. The CCPC Supervisor will be the liaison between the CCPC team and the field leadership team, communicating issues and concerns that need escalating as well as be responsible for weekly reporting of POC metrics to District and SSC. The CCPC Supervisor will provide effective training, recognition and performance management for all CCPCs to drive outstanding service to our Customers and District stores.

• 25% Answer and respond to customer phone calls and inquires quickly, accurately and professionally
• Resolve customer complaints, involve appropriate store leadership or services field partner when necessary
• Ensure CCPCs inform customers of any changes or delays to project
• Prioritize work appropriately ensuring the hot customer issues
• 20% Ensure that service providers & vendors are providing order updates & adhering to the SLA
• Coordinate with stores to ensure that product is pulled and staged for install-related will calls
• Accurately document all interaction/communication in order notes
• Coordinate installation inspections as needed
• 20% Partner with store and district leadership to make markdown decisions
• Review and analyze ESVS to ensure that CCPCs are appropriately managing orders
• Utilize all available tools to receive, review, respond and update information
• Ensure CCPCs are accurately processing chargebacks, change orders/reworks, increases in scope and trip
• 5% Follow all work policies, support guidelines outlined in the Code of Conduct and adhere to work schedule
• Cooperates with Associates, Supervisors and Managers and completes work as assigned
• Build positive relationships with stores, vendors and service providers
• 30% Supervise CCPCs and oversee work activity
• Communicate objectives to associates
• Manage associate performance and development
• Conduct Performance Reviews
• Participate in interview process
• Ensure CCPCs understand roles and responsibilities
• Ensure all training is completed

• This position reports to District Manager.
• This position has 7-10 direct reports.

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

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

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

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

• No additional qualifications

• The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.

• No additional education

• 5

• No additional years of experience

• None

• None

• None

• Customer Service experience
• Retail, Specialty Retail, Outside Sales or Trade experience