Customer Care

Project Support Specialists works closely with Project Managers, customers, measure technicians, and internal departments. While the Project Manager is responsible for overall project completion and escalations, the Project Support Specialists ensure the day-to-day details are completed accurately, documented properly, and communicated in a timely manner.

The ideal candidate is highly organized, detail-oriented, proactive, and comfortable managing multiple projects at different stages. They should be able to identify when an issue can be handled independently and when it needs to be brought to the project team for review or resolution.

Essential Responsibilities

Customer Communication & Project Updates

• Provide customers with timely project status updates during the pre-production phases.
• Communicate project milestones, next steps, and general expectations to customers.
• Activate and maintain the customer portal as appropriate.
• Ensure customers have access to relevant project information and documentation.
• Respond to routine customer questions and requests or direct them to the appropriate team member.
• Maintain professional, clear, and consistent communication throughout the project.
• Escalate customer concerns to the Project Manager when additional support or decision-making is required.

Project Administration

• Maintain accurate project records and ensure required information is entered into company system (JobTread)
• Monitor projects for outstanding administrative requirements and follow up as needed.
• Ensure required documents are collected, uploaded, and properly organized.
• Coordinate information between departments to prevent administrative delays.
• Follow established company processes and checklists for each stage of the project.

Ordering Support

• Order project accessories and other required components.
• Ensure Job Coordinators provide tracking for order materials and communicate potential issues or delays to the customer.
• Assist with identifying missing or incorrect materials that could impact project completion.

Quotes

• Create customer quotes based on approved project requirements.
• Assist with preparing pricing for services and accessories
• Ensure quotes are accurate and contain the appropriate project information.
• Coordinate with the project team when pricing, scope, or customer approval requires review.
• Maintain accurate records of quotes and approvals within the project file.

Warranty & Completion Documentation

• Send required warranty documentation to customers when project completion is reached.
• Gather and organize required project completion documentation.
• Upload completion documents, photographs, signed forms, and other required records.
• Perform quality-control documentation gathering to ensure project files contain all required information.
• Help ensure projects meet internal documentation and closeout requirements before being marked complete.

Punch-List & Completion Support

• Coordinate punch-list items with Project Manager to achieve project completion or for new service.
• Coordinate with Project Scheduler and follow-up for punch-list work as directed.
• Track outstanding items through completion.
• Communicate updates to customers regarding punch-list progress.
• Verify that required documentation is collected once punch-list items are completed.
• Escalate unresolved or recurring issues to the Project Manager.

Issue Identification & Escalation

• Monitor projects for issues that may affect schedule, scope, customer satisfaction, or completion.
• Bring potential problems to the Project Manager promptly rather than allowing issues to remain unresolved.
• Provide the Project Manager with accurate information and documentation when escalating an issue.

Qualifications

• Previous experience in project coordination, customer service, construction administration, remodeling, or a similar field preferred.
• Strong organizational and time-management skills.
• Excellent attention to detail.
• Strong written and verbal communication skills.
• Comfortable communicating with customers by phone, email, and other communication platforms.
• Ability to manage multiple projects and competing priorities.
• Strong follow-through and accountability.
• Comfortable working in computer-based project management systems (JobTread)
• Ability to learn and follow detailed processes and checklists.
• Strong problem-solving skills and good judgment.
• Construction or home remodeling experience is a plus.