Project Coordinator at The Cook & Boardman Group in Charlotte, North Carolina

Job Description:

Project Coordinator

Charlotte, NC, 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
• 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
• Receive and enter new incoming Work Orders from Customers
• Follow the work Order process through to completion
• Dispatch Work Order to subcontracted Technicians
• Order and or release parts and materials necessary for the Work Order
• Quote change orders to Customers
• Meet or exceed minimum required KPI standards for the job
• Maintain an Hours Earned calculation of 95% or greater daily, weekly, monthly
• Maintain phone availability time greater than 82% daily, weekly, monthly
• 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
• Dispatch 95% of orders assigned to you within customer SLA or 8 hours, whichever is earlier
• Maintain a Quality Assurance score above 95% of the department standard each month
• Manage outbound Work Order follow up
• Manage a daily minimum of 25-40 follow up from the workload report
• Inclusive of quote follow up, completion of Work Orders and issue resolution
• Resolve issues that arise out in the field and escalate, as necessary
• Prepare Work Order for invoicing
• No more than 10 completed tickets over 14 days from complete not ready to invoice at any given time
• Manage Work Order pricing and margin
• Manage RMA creation and resolution
• Achieve a labor margin rate above current company goals on all non-warranty and non-RMA order types
• Utilize system software and SOP's
• No more than 10 late ETA's, 10 late response dates and 5 late ship dates daily
• Inbound and outbound telephone management
• No more than 10 weekly refused calls
• Manage and maintain excellent communications with the Customers and subcontracted Technicians
• Update third party websites
• Maintain daily Customer reporting
• Respond to customer emails and inquiries within 24 hours of receipt
• Participates in On Call Phone, Holiday, and Weekend support as required
• Assist Team Lead in working on or transition of projects
• Other duties as assigned by Management
• Other relative duties as assigned

Minimum Qualifications • Bachelor's Degree, or an equivalent combination of education/experience
• Current and valid US driver's license preferred
• At least 2 years of experience in similar position
• PMP Certification is strongly preferred

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

Work Environment

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.

Other details

• Pay Type Hourly