Installation Home Enhancement Facilitator

Job Title: Installation Home Enhancement Facilitator
ACA Status: Full-Time
Pay Class: 7i
Exempt Status: Exempt
Department: Installation
Location: Installation Office – Royal Arkansas
Work Environment: In Office
Reports To: Installation Leadership
Direct Reports: N/A

About Windows USA

Windows USA is a leading manufacturer and provider of premium, energy-efficient vinyl windows. With decades of experience in home improvement, we pride ourselves on delivering exceptional quality and service to our customers, fostering a culture of innovation and customer satisfaction.

Job Summary

The Home Enhancement Facilitator – Weekend serves as the primary liaison between installers, customers, and internal support teams to ensure successful, on-time completion of installations and collection of all associated payments. This role is responsible for securing funds from completed field jobs, verifying installation progress, resolving scheduling issues, and maintaining customer satisfaction through proactive communication.

This position works Friday through Monday, 8:00 AM – 9:00 PM, focusing on coordination, scheduling adjustments, and real-time problem-solving to support weekend installation operations.

Key Responsibilities

• Ensure all installers check in to their scheduled jobs on time; follow up immediately on any missed or delayed check-ins.
• Determine installer arrival times, communicate updates to customers, and document revised schedules.
• Confirm which installers are completing jobs each day and ensure payments and completion forms are collected upon job completion.
• Identify and report mis-made, mis-measured, or damaged windows to initiate re-make requests promptly.
• Verify that each installer has work scheduled for the next day and that all required paperwork is available on their iPads.
• Adjust job or service schedules as needed due to weather, labor overruns, or other field-related delays
• Provide installer support by locating materials, issuing unit information, routing technicians for assistance, or facilitating documentation.
• Deliver customer support through updates, guidance on e-signature processes, and reassurance regarding installation progress and completion.
• Collaborate with internal departments to resolve issues quickly, ensuring field operations and customer satisfaction goals are consistently met.

Qualifications

Education:

• High school diploma or GED required, associate or bachelor’s degree in business, legal studies, or a related field preferred.

Certifications: N/A

Experience:

• 2 years of experience in customer service, dispatch, scheduling, or field operations coordination preferred (experience in construction or home improvement preferred).
• Working in professional environment office setting.

Skills:

• Strong organizational skills with the ability to multi-task and prioritize effectively.
• Excellent verbal and written communication skills.
• Proficient in Microsoft Office Suite and CRM or dispatch systems; experience with Salesforce a plus.
• Ability to work independently and make sound judgments in a fast-paced environment
• Professional demeanor with a focus on problem resolution and customer experience.

Compensation & Benefits

• Competitive annual pay range commensurate with experience ranging from $37,440 to $49,999 .
• Comprehensive benefits package, including health, dental, and vision insurance, 401(k) with company match, and paid time off.

Working Conditions

• Standard office environment with extended hours Friday through Monday (8 AM – 9 PM).
• Requires continuous use of computer, phone, and communication systems.
• May occasionally require communication with field installers outside standard business hours.

Equal Employment Opportunity (EEO) Statement

"Windows USA is an Equal Opportunity Employer. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status."

ADA Accommodations

"We are committed to providing reasonable accommodations to individuals with disabilities. If you require accommodations during the application process, please contact HR at 501-299-5546 or hr@windowscorpusa.com."

At-Will Employment Statement

"Employment with Windows USA is at-will, meaning either the employee or Windows USA can terminate the employment relationship at any time, with or without notice or cause, as permitted by law."

Background Check Disclosure

“As part of our hiring process, Windows USA conducts a thorough background check and may require a drug screening.”

Disclaimers

"This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the role. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice."