Customer Experience Project Coordinator - Vancouver, BC

WHO WE ARE | ABOUT US

Renewal by Andersen is the full-service, start-to-finish window and patio door replacement division of Andersen Corporation — a 125-year-old company and the most recognized and trusted family of window brands in North America. Founded to redefine the home remodeling industry, Renewal by Andersen delivers a different—and better—window replacement experience through more than 120 locations across North America.

Here in British Columbia, Renewal by Andersen (RbA), operated by the Dunn Group, is known for its aggressive growth, exceptional employee support, and a world-class customer experience. We bring the strength of a nationally trusted brand together with the dedication of a local team to serve homeowners throughout BC with excellence.

JOB DESCRIPTION

The Project Coordinator plays a central role in managing customer projects from the point of sale through to installation and post-service. This position ensures seamless coordination across departments, timely communication with customers, and accurate management of project details. The Project Coordinator is also responsible for promoting customer satisfaction, supporting operational efficiency, and maintaining high standards of service quality.

BONUS STRUCTURE

A discretionary bonus totaling a maximum potential of $8,100 annually is available, applicable after the first 90 days of full-time employment. The bonus is structured with 4-tiered payout segments, with 3 segments applicable. Segments each provide a payout potential for achieving the targeted Project NPS Score on a monthly basis. All bonus targets are set annually by the Customer Care Manager for Renewal by Andersen of BC.

· Customer Interactions-answer phones and engage with customers in a fast-paced environment.

· Perform data entry utilizing company’s project management programs.

· Responsible for assigned customer’s projects from point of sale through post installs and service.

· Supports the customer excellence in ensuring all funding has been secured for projects.

· Schedule service and install appointments, including job check-in calls to lead installers, service technicians and/or installation managers.

· Services: Review forms and based on the issues, schedule an IM or a crew based on their installation calendar.

· Coordination with the Ordering Team to ensure that parts arriving coincide with parts that are going out to scheduling. Main POC for the customers to get this completed.

· Send & manage NPS surveys to customers.

· Collect and process progress\final payment from customers.

· Uploading of various documents to customer’s specific folders

· Print and distribute all service work orders.

· Open and close all services in our in-house system.

· Prepare various reports for management and engage in company meetings to collaborate on growth and process mapping.

· Collections work towards delinquent accounts and aging account receivables

· Coordination and organization of service technicians.

· Post-service appointment calls to ensure customer satisfaction and quality assurance.

· Provide secondary support on scheduling of service and install appointments including conducting check-in calls to lead installers.

· Provide consistent and timely courtesy updates to customers regarding project timelines.

· Ensure customers are prepared for their installations, including our expectations and payment requirements.

· Post-installation calls to ensure customer satisfaction and quality assurance.

· Coordinate extensions and/or completion of applicable financing funding documents, such as letter of completion after installation.