Business Support Associate at Renuity in Landover, MD

Job description

Our Vision: The most trusted name in home improvement, providing every homeowner with a seamless journey to a home they love. Our Mission: Create value for our stakeholders by elevating customer expectations across our industry and consistently delivering best-in-class home improvement services. We accomplish this through tech-enabled innovation, industry-leading talent, and a company-wide commitment to seamless customer experiences. • Looks for ways to show continuous improvement for the team and business • Proactively solves problems while generating alignment with the proper stakeholders • Comfortable with change and is a change agent. Leans into as opposed to resisting it • Brings new ideas to the table to drive the business forward Culture Builder • Brings a positive can-do mindset in good and bad times that permeates through the team • Creates a fun, engaging, and professional work environment • Actively solicits and implements feedback from direct reports • Celebrates and recognizes employee for positively impacting the team and business Most importantly, together we embrace a collaborative spirit to propel all Renuity Divisions to achieve faster growth, greater profitability, and become THE most trusted name in home improvement. Job Summary: The Business Support Administrator Function is responsible for the contract process. · Processing new job contracts · Review and Process the following Lead Perfection Status’: o Down payment Hold o Slit Deposit o Pending Load o Change Order Pending o Pending Designer Paperwork · Schedule Measure Tech appointments with customers · Schedule Install appointments with customers · Place confirmation calls to customers · Review with customers required actions prior to the appointment day to ready the space for install · Work with Sales, Operations and Engineering to ensure that jobs are not held up in any status · Payment Functions: o Sending demand letters o Listening when required o Reviewing bank turndowns, investigating and providing answers o Review payment transaction failures and contact either sales or install for returns o Review job completion and request funding on financed jobs o Process Line of Credit and Cashier’s checks · Follow up with any financing questions (SVF, AQUA) o Manage any expiring loans o Customers challenging payment o Completion certificate disbursements · Scheduling/CS Function o Review and match Calendly to Lead Perfection Scheduling o Review voicemails and follow up with customers o Welcome call/text o Monitor chat and provide sales ability (Coatings only) o Appointment confirmation calls · Perform other work-related duties as assigned. Qualifications: · Ability to focus on a goal and obtain a pre-determined result. · Previous experience in home improvement job scheduling an asset · Ability to influence others to perform their jobs effectively and to be responsible for making decisions and for the results of those decisions. · Ability to organize and direct oneself · Ability to obtain and appropriate the proper usage of equipment, facilities, materials, as well as personnel. · Ability to perform work accurately and thoroughly. · Possessing the trait of being organized or following a systematic method of performing a task. · Ability to find a solution for or to deal proactively with work-related problems. · Ability to provide guidance and feedback to help others strengthen specific knowledge/skill areas. · Conduct and appearance is professional and to company standards and policies. Key Performance Indicators: · Backlog Turnover · Throughput Capacity – Scheduling to Install Capacity · NPS Score · Install Revenue Essential Functions/Physical Requirements of Job: Skills & Abilities: · Ability to influence others to perform their jobs effectively and to be responsible for making decisions. · Excellent communication skills · Problem Solving skills · Use Closet Pro effectively to price any non -production services · Ability to use effective verbal and written c