- Coordinate and keep detailed record of all evaluations, requirements, and procedures with crane companies, contractors, electricians, delivery team, and any third party partners required for projects.
- Provide regular and timely updates to the customer about the status of their project. Maintaining excitement for their hot tub, swimspa, or sauna and thoughtful service throughout their experience.
- Coordinate payment with customer. Ensuring all payment or financing agreements are finalized prior to delivery.
- Prepare all applicable documentation for the customer to receive on delivery day: water care instructions, valet information, payment information, and specific instructions for the delivery team.
- Review all completed deliveries and follow up with customers to determine satisfaction level, ensure delivery forms are completed directly, installation pictures are sent to marketing, and set up service/valet calls or shipping services based on customer needs.
- Document and communicate any delivery issues. Coordinating with managers and delivery team to resolve issues and refining or creating procedures to avoid similar events from occurring. Expediting service to correct delivery issues and following up on tasks to ensure resolution.
- Set follow-up dates for customers weeks after delivery to ensure they are enjoying their product to its fullest potential and that complete satisfaction is met.
- Assist Service Coordinators with call center duties when available such as answering phones, service emails, and scheduling service calls.
- Provide remote orientation on product operation and maintenance to customers.
- Greet walk-in customers at service HQ and assist with point-of-sale transactions.
- Maintain cleanliness of workspaces and assist in general office administrative tasks.
- Other tasks and duties as required.
- High school diploma/GED
- Proficient in Microsoft Office and Outlook
- 1-3 years of dispatch and customer service experience
- Must have strong attention to detail
- Ability to work a multi-screen CRM is essential
- Must demonstrate a willingness to learn new tasks
- Be willing to work a flexible schedule based on business needs
- Be dependable and motivated
- Excellent communication skills
- Ability to work in a fast-paced environment
- Ability to build a strong team environment
- Customer service skills required
- Computer and technology-savvy
- Outstanding time management and organizational skills
- 2+ years experience in a high call volume position dealing with a large diversity of customer inquiries and issues
- 2+ years experience with CRMs, scheduling applications/software, Outlook, various other Microsoft Office applications, and general office administrative duties
- 2+ years experience with scheduling in a service/delivery-based industry a plus
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Delivery Coordinator/Scheduler - Clarksburg, United States - Leslie's
Description
DIVE IN TO A NEW CAREER WITH A LESLIE'S COMPANY:With over 30 years of experience and expertise, Capital Hot Tubs has solidified its position as a leading provider of indulgent experiences. We became a part of Leslie's family in August 2021. Our legacy as a premier hot tub, swim spa, and sauna specialty retailer is built on a foundation of delivering exceptional products and unparalleled customer experiences. Our dedicated Service and Water Valet teams stand ready to cater to your needs, ensuring that your experience with our products is always seamless and satisfying.
Schedule: Monday - Friday 7:30 am - 4:00 pm
Job Overview:
The Delivery Coordinator is responsible for ensuring accurate gathering of all necessary information to begin the delivery & installation process: Sales orders, contracts, property dimensions/documentation, and any special instructions regarding each project. Coordinate with Sales Representative to ensure all customers needs, desires, and expectations are possible and accurately documented and then schedule the final installation appointment
Responsibilities:
