Do you want to be part of an INDUSTRY LEADER? Do you like working for a SMALL BUSINESS that has the sales, marketing and training resources of a large national company? Do you enjoy SCHEDULING Teams and COMMUNICATING with people and HELPING them realize their visions? If the answer is YES, then joining the CertaPro Painters® of Maine Team may be right for you.
Position Overview:
The role of the PRODUCTION SCHEDULER / COORDINATOR is to support the Operations/Financial Manager and the Production Manager and the Sales Team with a range of communication, planning and scheduling activities. These activities directly contribute toward the company meeting or exceeding expectations in terms of Leads Generated, Sales Dollars Completed, Gross Profit Margin, and Net Promoter Score Rating. While working toward these goals, the Production Scheduler must represent the CertaPro brand in a manner that distinguishes us from our local competition as CertaPro “Delivers Extraordinary Experiences” and ensures that our customer’s needs and expectations are met or exceeded.
KEY ACCOUNTABILITIES
Production Scheduling – 40%
- Production schedule updated daily with Landed Jobs
- Landed Jobs scheduled with Start Dates and Crew Assignment
- Production Schedule updated daily with job status
- Colors confirmed and updated before job is started
- Confirm contract complete prior to job scheduling
- Confirm deposit collected prior to job scheduling
- Confirm EPA RRP Lead Safe sign-off complete prior to job start
- Create Job Jackets
- Maintain CRM with job status and notes
Customer Communication – 30%
- Return calls or emails within 1- hour, even if only to identify a time when you will provide an update or more detailed response.
- Contact customers within 24-hours of contract receipt to acknowledge receipt, summarize next steps, and confirm approximate start range.
- Email customer with 3-5 days of contract receipt to confirm start range, provide additional welcome information, next steps and solicit color confirmation.
- Contact each customer every 2- weeks to confirm approximate start range or notify of any schedule change.
- Update customers immediately if production schedule has shifted more than 1-week beyond original date range provided
Customer Experience – 10%
- Call each customer within 48-hours of the job starting to ensure expectations are met.
- Weekly communication to painting staff on “successes” and “opportunities” to improve.
- Call each customer within 24-hours of job completion to confirm all expectations are met and determine if any touch-ups or other call backs are needed.
- Promote NPS program and Google Reviews with customer closeout
- Promote Referral Program
Painter Recruiting, Retention and Morale -10%
- Update new Painters into CRM
- Update new Painters into TEAMS
- Weekly communication to painters on CSS, processes, and procedures
- Weekly Communication to painters on NPS Successes
Other Administrative - 10%
- Manage customer phone and email inquiries
- Schedule sales appointments for Sales Team
QUALIFICATIONS/EXPERIENCE
- Strong verbal and interpersonal communication skills, with the ability to interact confidently and professionally with painters and customers.
- Strong organization skills, with the ability to plan and schedule production resources for complex and rapidly changing schedules.
- Ability to manage multiple tasks in a coordinated and strategic manner, meeting both long-term and short-term schedule requirements.
- Strong customer management skills.
- Ability to work independently and be self-directed while simultaneously collaborating with the CertaPro Team.
BENEFITS include paid holidays, vacation, retirement plan and health insurance options.
COMPANY OVERVIEW
CertaPro Painters® of Maine is not only one of the leading PROFESSIONAL painting companies in Maine but also one of the oldest, most successful CertaPro Painters® franchise operations in the country, with over 20-years providing professional painting services that beautify the interiors and exterior of residential homes and commercial buildings. We are independently owned and operated. Our success has been built on the foundation of delivering certainty to our customers – certainty of a job well done. We focus on the details of every project and most importantly, we focus on our clients.
The Promise we make is “To Consistently Delivery Extraordinary Experiences®”. While this promise is made to our customers and clients, it is also made to our fellow team members, employees and subcontractors alike, as well as our vendors and other partners. It is a promise the Company makes to you but one we ask you to make to the Company as well.
The Vision we have for the Company is that “In a world of increasingly little or no CERTAINTY, CertaPro Painters® DELIVERS one job and one EXTRAORDINARY CUSTOMER EXPERIENCE at a time.” While it is important to assure our customers of our quality workmanship and our expertise, and to deliver completed projects that demonstrate a high level of craftsmanship, more important is that the customer can reflect on the overall experience, from when they first contact us until when the project is complete, and that they feel we Delivered on that Vision. As the Production Scheduler/Coordinator for CertaPro Painters® of Maine, you will often be the first point of contact for our customers and clients and help make sure we deliver on our promises.
