Area Installation Specialist; Interiors Santa Rosa, CA

Area Installation Specialist (Interiors) - Santa Rosa, CA

Base Pay: $27.00/hr - $28.00/hr

The Area Installation Specialist (AIS) is responsible for assisting with the customer experience throughout the install job life cycle. This includes performing technical measures, assessing pre-existing conditions, and performing product affirmations. The AIS will conduct Job Site Inspections (JSIs) to review quality of work, conduct service provider badging checks, and meet with customers to ensure the install experience is consistent with THD standards.

Responsibilities will further include resolving customer complaints, making decisions needed to prevent cycle‑time delays, working with service providers to resolve issues, and approving or escalating project changes before moving forward. At the end of the install process the AIS will ensure all open items are completed to the customer’s satisfaction.

• 25% Customer Experience – Initiates and maintains regular communication with customers across the install life‑cycle, ensures timely follow‑up, and resolves open questions or job changes; resolves job‑in‑process items such as scope of work changes, add‑labor items, and material needs, and escalates decisions as appropriate; manages open services and assigned Care Tickets to resolution.
• 60% Job Process Management – Manages all jobs from assigned area and product category; assesses pre‑existing conditions, performs product affirmations, and technical measures; after installation begins, conducts Job Site Inspections (JSIs) including service provider badge checks, work inspection to ensure industry construction standards, addressing customer questions, ensuring scope changes are documented, and ensuring overall install experience meets or exceeds expectations; manages timely closure of all open services within assigned area.
• 15% Operations – Assists in management of customer inquiries across the install life‑cycle, resolves open services, and resolves jobs on‑hold; initiates change of scope requests to drive efficient job life‑cycle timelines; uses reporting and related systems to provide overall customer experience and accuracy at install.

• Typically reports to District Installation Manager.

• Typically requires overnight travel less than 10% of the time.

• Requires intermittent periods of continuous physical exertion such as walking, standing, stooping, climbing, lifting material or equipment, some of which may be heavy or awkward.

• Usual environment is comfortable, but with regular exposure to moderate physical discomfort factors such as dust, fumes, or odors.

• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.
• Must pass pre‑employment test if applicable.

• Construction/home improvement industry experience.
• Prior experience managing residential home improvement install projects.

• Bachelor's degree or equivalent in a field related to the job.

• No additional education.

• 5 years.

• No additional years of experience.

• None.

• None.

• None.

• Action Oriented
• Business Insights
• Collaborates
• Communicates Effectively
• Customer Focus
• Strong time management and organizational skills
• Strong negotiating skills
• Strong business acumen
• Problem solving and multi-tasking skills
• Collaborative leadership skills where strong value is placed on partnerships

Not Applicable

Full‑time

Other – Consumer Services