Installation Coordinator / Customer Service Representative

Installation Coordinator / Customer Service Representative

Closets By Design | Full-Time Position

About Us

Closets By Design is a nationally recognized leader in custom home organization solutions. We design, manufacture, and install a complete line of custom closets, home offices, garage cabinetry, entertainment centres, wall beds, and more.

We are a growing company committed to delivering exceptional products and outstanding customer service. We believe in teamwork, accountability, and creating a positive experience for our customers from their initial consultation through final installation.

We are currently seeking a highly organized, proactive, and customer-focused Installation Coordinator / Customer Service Representative to join our team.

This is a key position within our organization, serving as the primary link between our customers, installation teams, designers, and production department.

The ideal candidate enjoys working in a fast-paced environment, can manage multiple priorities, and takes pride in solving problems while delivering an exceptional customer experience.

Key Responsibilities

Installation Scheduling & Coordination

• Schedule and coordinate daily and weekly installations, ensuring efficient use of installation teams and resources.
• Communicate installation dates, arrival windows, and project details to customers.
• Coordinate with installers, designers, and production staff to ensure projects are ready for installation.
• Monitor installation schedules and proactively address delays, changes, or scheduling conflicts.
• Manage installation rescheduling, service appointments, and follow-up visits.
• Maintain accurate installation records and update internal systems.

Customer Service & Communication

• Serve as a primary point of contact for customers regarding installation scheduling and post-sale inquiries.
• Respond promptly and professionally to customer calls, emails, and messages.
• Proactively communicate with customers regarding installation updates, delays, or changes.
• Address customer questions, concerns, and complaints with empathy, professionalism, and a solution-oriented approach.
• Follow up with customers to ensure outstanding issues are resolved in a timely manner.
• Ensure customers feel informed, valued, and supported throughout the installation process.

Problem-Solving & Team Coordination

• Work closely with installation teams to resolve issues that arise before, during, or after installation.
• Coordinate with production and design departments to address missing materials, product concerns, or design-related questions.
• Track incomplete installations, deficiencies, and service requests through to resolution.
• Identify potential issues early and take proactive steps to prevent customer dissatisfaction.
• Escalate complex issues to management when necessary, while maintaining ownership of customer follow-up.
• Help improve scheduling efficiency, internal communication, and overall customer experience.

Administrative & Operational Support

• Maintain accurate customer information, installation schedules, and service records.
• Document customer interactions and follow-up commitments.
• Assist with preparing daily installation schedules and communicating priorities to the team.
• Monitor outstanding service requests and ensure timely completion.
• Support other administrative and customer service functions as required.

Qualifications & Requirements

• Previous experience in customer service, scheduling, dispatch, office administration, or coordination is preferred.
• Strong organizational skills with exceptional attention to detail.
• Excellent verbal and written communication skills.
• Ability to manage multiple priorities and remain calm under pressure.
• Strong problem-solving skills and a proactive, can-do attitude.
• Comfortable handling difficult customer conversations professionally.
• Proficiency with computers, email, Microsoft Office, and scheduling software.
• Ability to work independently while contributing to a team environment.
• Experience in home improvement, construction, manufacturing, or installation-related industries is an asset but not required.

Most importantly, we are looking for someone who takes ownership, follows through on commitments, and genuinely cares about providing excellent customer service.

What We Offer

• Competitive compensation based on experience.
• Performance-based growth opportunities.
• Paid training and ongoing professional development.
• A stable, full-time position with a growing company.
• Monday-to-Friday work schedule.
• A supportive, collaborative, and team-oriented workplace.
• Opportunities for career advancement.
• A positive work environment where initiative and contributions are valued.

Our Core Values

Serve Others — Treat customers and colleagues with respect, care, and professionalism.

Be a Problem Solver — Take initiative, find solutions, and follow through.

Trust the Process — Stay organized, work collaboratively, and maintain high standards.

Who Will Succeed in This Role?

We are looking for someone who doesn't simply wait for problems to arise but anticipates them.

Someone who understands that customers should never have to chase us for updates, that every commitment matters, and that successful installations depend on clear communication and teamwork.

If you are organized, dependable, enjoy helping people, and thrive in a busy environment where no two days are exactly alike, we would love to hear from you.

Join the Closets By Design team and help us deliver an outstanding customer experience, one installation at a time.

Closets By Design is an equal opportunity employer. We welcome applications from qualified candidates of all backgrounds.

Pay: $20.00-$25.00 per hour

Expected hours: 35.0 – 44.0 per week

Benefits:

• Company events
• Dental care
• Life insurance
• On-site parking
• Paid time off

Ability to commute/relocate:

• Stoney Creek, ON L8E 2P7: reliably commute or plan to relocate before starting work (preferred)

Application question(s):

• Are you legally authorized to work in Canada

Education:

• Bachelor's Degree (preferred)

Experience:

• customer service: 3 years (preferred)

Language:

• English (preferred)

Work Location: In person