Website Acorn Stairlifts, Inc.
Position Title: Installation Liaison
Responsible for providing excellent customer service through effectively scheduling appointments and supporting field Installers as assigned.
Provide miscellaneous service to customers and route their calls and questions accordingly.
Maintain, track, route and schedule all Installations to be performed within Acorn policy, procedure, and customer service guidelines.
Communicate and collect any balances due and process payments through the appropriate payment agencies.
Track and schedule service calls required by Acorn customers and insure all parts are available at the time of service.
Track and actively pursue closure to any outstanding orders, balances to be paid, and prescriptions to be collected.
Track and ensure Acorn installers are collecting any balance due upon installation, and filing work reports upon completion
Update notes for all Installers in Installer.com to ensure that they have the proper tools for their installation/service calls (equipment installed, amount payable on install, prescriptions that need to collected, special notes, etc.)
Work with Logistics for special part orders.
Perform other related duties as required and assigned by management including:
Organizing installation permits
Team quality control
Special short or long term projects
Observes all health/safety and security procedures; Reports potentially unsafe conditions; Uses equipment and materials properly.
Employee may perform other related duties as negotiated to meet the ongoing needs of the organization
KEY PERFORMANCE INDICATORS (KPI’s)
Attendance/Punctuality – consistently at work and on time.
Communication –timely and effective 360° communication in positive or negative situations.
Computer Skills – keyboarding, database, email, file retrieval.
Customer Service – manages difficult or emotional customer situations; responds to requests for service
Dependability – consistently follows instructions and responds to management direction.
Decision making – chooses excellence, customer satisfaction and profitability.
Ethics – uncompromising integrity and honesty.
Escalation – ask for assistance as appropriate.
Initiative – is resourceful, creative and does not wait to develop solutions.
Interpersonal – maintains positive and professional relations.
Job knowledge –clearly understands the job requirements with their effect on customer satisfaction.
Judgment – exhibits wisdom and discernment in decisions.
Problem Solving – identifies and resolves problems in a timely manner. Gathers and analyzes information
Product understanding – Acorn 120 and Acorn 80 and accessories.
Productivity – efficient throughput of scheduling requests
Professionalism – attitude of experience, expertise and competence.
Results driven – focus on throughput efficiency and effectiveness.
Sense of urgency – responding appropriately as situations dictates.
Team work – Supports and works well with others
Must be computer savvy using applications Microsoft Office, Windows PC.
Ability to read and comprehend simple instructions, short correspondence, and memos.
Ability to write simple correspondence.
Ability to effectively present information in one-on-one and small group situations to customers, clients,
and other employees of the organization.
Keeps emotions under control.
Ability to speak clearly and persuasively in positive or negative situations.
Gives and welcomes feedback; Contributes to building a positive team spirit.
Works with integrity and ethically.
Supports organization’s goals and values.
Able to deal with frequent change, delays, or unexpected events.
Prioritizes and plans work activities.
Treats others with respect and consideration regardless of their status or position.
Strives to increase productivity.
Education And Experience
High school diploma or general education degree (GED); or two to three years related experience and/or training;
or equivalent combination of education and experience.
The employee must occasionally lift and/or move up to 10 pounds.
While performing the duties of this Job, the employee is regularly required to sit and talk or hear.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential
The noise level in the work environment is usually quite.
NOTE: This job description is not intended to be all-inclusive. Employee may perform other related
duties as negotiated to meet the ongoing needs of the organization.
To apply for this job please visit www.linkedin.com.