Description

JOB SUMMARY 

Metro Carpers is seeking a Service Manager to manage day to day operations in the Service Department for “Superior Service” through effective, professional communication and actions in and throughout the organization.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Improve customer service experience, create engaged customers and facilitate organic growth
• Take ownership of customers issues and follow problems through to resolution
• Set a clear mission and deploy strategies focused towards that mission
• Develop service procedures, policies and standards
• Keep accurate records and document customer service actions and discussions
• Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
• Maintain an orderly workflow according to priorities
• Recruit, interview and train new hires with 30/60/90 evaluations
• Set goals for department and individuals 
• Perform employee evaluations for your department
• Update procedures & job descriptions for your area
• Manage exceptions for solutions to eliminate
• Hold department meetings and attend Manager meetings fo enhance the department 
• Promote professional relationship with internal and external customers 
• Promote excellent teamwork with “Superior Service” as a standard
• Process/finalize Claim and submit to Purchasing for collection
• Provide cost savings & profitability ideas
• Any other duties necessary to make Metro Carpets successful 

SUPERVISORY RESPONSIBILITIES This position carries out supervisory responsibilities in accordance with company guidelines, policies and procedures, and applicable laws. Supervisory responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

• Some supervisory responsibilities required. 

Requirements

EDUCATION, EXPERIENCE & QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Microsoft office experience 
• 1 year of customer service experience with floor covering knowledge preferred but not required
• 1 year of supervisor experience in floor covering or construction
• Proven working experience as a customer service manager, retail manager or assistant manager
• Experience in providing customer service support
• Excellent knowledge of management methods and techniques
• Proficiency in English
• Ability to think strategically and to lead
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills
• Customer service orientated

PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to sit at computer monitor for long periods throughout the day.
• Must possess the ability to stand for long periods of time; to reach with hands and arms; to move among and between offices; to handle mail and documents; to sit, stoop, kneel and crouch; to lift and move up to 25 pounds; to see well enough to discern differences in quality of documents and files.

WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• General working conditions
• Office environment
• May have to meet tight deadlines

OUR BENEFITS

• Health Insurance (Medical, Prescription, Dental, and Vision)
• Life Insurance
• Paid Holidays and Time Off
• 401(k) Plan with company matching

Artisan Design Group is committed to a policy of equal employment opportunity for applicants and employees. It is the policy of Artisan Design Group to apply recruiting, hiring, training, promotion, compensation, and professional development practices without regard to actual or perceived race, color, religion, sex (including pregnancy, sexual orientation and gender identity), national origin, age (40 or older), disability or certain classifications based on genetic information, or any other characteristic protected by federal, state or local laws, regulations or ordinances.