Project Coordinator

The Cook & Boardman Group, LLC; Charlotte (NC); On-site; USD 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a detail-oriented Project Coordinator to oversee projects from inception to completion. In this dynamic role, you'll be responsible for managing work orders, ensuring high-quality customer support, and maintaining effective communication with clients and subcontractors. Your ability to interpret blueprints and handle technical inquiries will be crucial in delivering exceptional service. This position offers a unique opportunity to contribute to impactful projects in a collaborative environment, where your skills will be valued and your professional growth encouraged. If you thrive in a fast-paced setting and are passionate about customer satisfaction, this is the perfect opportunity for you.

Qualifications

• 2+ years of experience in a similar position required.
• Bachelor’s Degree or equivalent combination of education/experience.

Responsibilities

• Manage projects from setup to invoicing, ensuring timely completion.
• Dispatch work orders and maintain communication with customers.

Skills

Customer Support

Technical Support

Blueprint Interpretation

Documentation Skills

Communication Skills

Mathematical Analysis

Education

Bachelor’s Degree

PMP Certification

Tools

Microsoft Office Suite

Job description

9347 D Ducks Ln, Charlotte, NC 28273, USA Req #609

Friday, December 27, 2024

The Project Coordinator has mastered and can perform all the skills of the Customer Support positions and builds upon the relationship with the customer by preparing standard reporting for the customer and following up to make sure all work orders are current and in good standing. The PC can handle first level escalations from the technicians for technical support and pricing negotiations. They also can interpret blueprints to create standard take-offs. Good documentation and communication are imperative. The PC can work higher level projects and rollouts for their Customers or other team members.

Essential Functions

1. Responsible for projects cradle to grave to include set up, entry, follow up, 3rd party website and/or client communication, completion of projects and invoicing
2. Receive and enter new incoming Work Orders from Customers
3. Follow the work Order process through to completion
4. Dispatch Work Order to subcontracted Technicians
5. Order and or release parts and materials necessary for the Work Order
6. Quote change orders to Customers
7. Meet or exceed minimum required KPI standards for the job
8. Maintain an Hours Earned calculation of 95% or greater daily, weekly, monthly
9. Maintain phone availability time greater than 82% daily, weekly, monthly
10. Log into phone system and GP with agent ID within 5 minutes of start of shift. Log out of phone system and GP no more than 5 minutes before end of shift. Log out of GP prior to punching out daily
11. Dispatch 95% of orders assigned to you within customer SLA or 8 hours, whichever is earlier
12. Maintain a Quality Assurance score above 95% of the department standard each month
13. Manage outbound Work Order follow up
14. Manage a daily minimum of 25-40 follow up from the workload report
15. Inclusive of quote follow up, completion of Work Orders and issue resolution
16. Resolve issues that arise out in the field and escalate, as necessary
17. Prepare Work Order for invoicing
18. No more than 10 completed tickets over 14 days from complete not ready to invoice at any given time
19. Manage Work Order pricing and margin
20. Manage RMA creation and resolution
21. Achieve a labor margin rate above current company goals on all non-warranty and non-RMA order types
22. Utilize system software and SOP's
23. No more than 10 late ETA's, 10 late response dates and 5 late ship dates daily
24. Inbound and outbound telephone management
25. No more than 10 weekly refused calls
26. Manage and maintain excellent communications with the Customers and subcontracted Technicians
27. Update third party websites
28. Maintain daily Customer reporting
29. Respond to customer emails and inquiries within 24 hours of receipt
30. Participates in On Call Phone, Holiday, and Weekend support as required
31. Assist Team Lead in working on or transition of projects
32. Other duties as assigned by Management
33. Other relative duties as assigned

Minimum Qualifications

1. Bachelor’s Degree, or an equivalent combination of education/experience
2. Current and valid US driver’s license preferred
3. At least 2 years of experience in similar position
4. PMP Certification is strongly preferred

Knowledge, Skills and Abilities

1. Ability to read, analyze and interpret common technical journals, and legal documents such as contracts
2. Ability to respond to common inquiries or complaints from Customers, regulatory agencies, or members of the business community
3. Ability to apply mathematical concepts calculating margins, cable footage, man-hours and electrical amps v. watts
4. Ability to define problems, collect data, establish facts, and draw valid conclusions
5. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables
6. Microsoft Office Suite

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. While performing the duties of this job, the employee is regularly required to talk, hear and see. The employee frequently is required to stand; walk; use hand to finger, handle or feel; and reach with hands and arms.

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Qualification Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EOE Minorities/Females/Disability/Veterans; VEVRAA Federal Contractor

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin.