Description

About Service Pros Installation Group:

Service Pros Installation Group is a family-owned business headquartered in Charlotte, North Carolina working as an exclusive provider of installation services for Lowe's Home Improvement. With workrooms across the Southeast, Northeast, and Midwest, we are committed to ensuring all our employees, customers, and contractors are positively impacted by utilizing our resources to provide stewardship, put our people first, ensure companywide integrity, and continue to grow and improve every day.

Summary

The Quality Assurance Specialist interacts with customers and installers to ensure satisfaction with the flooring installation.

FLSA Status: Hourly, Non-Exempt

Essential Duties and Responsibilities:

1. Provide technical guidance, demonstrate advanced techniques, and evaluates the skill sets, professionalism, and quality of work of installers.
2. Responsible to determine appropriate action for installation quality issues and follows through to ensure scheduling of repairs or re-installation for 3 to 5 assigned workrooms.
3. Perform virtual inspections, record quality issues, and planning process to decrease installer deficiencies.
4. Approve and discuss chargebacks with installers for repairs or replacement issues.
5. Identify quality issues and assist installers in improving their skills or in rectifying re-occurring issues.
6. Conduct virtual service appointment to resolve customer complaints to investigate and conduct an inspection.
7. Conduct on-site service appointment if issues are not able to be resolved using the virtual process.
8. Conduct audits of new installers and installers who have had quality issues.
9. Provide retention recommendations and concerns regarding installers to the Area Installation Manager.
10. Instruct Installers on repairs and install issues. May perform repairs or installs as necessary.
11. May be required to perform work in the warehouse.
12. Upload and update information in IMS and SPOT.
13. Other duties as assigned.

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:

• Education and/or Experience – High school diploma or general education degree (GED); and one to two years related experience and/or training; or equivalent combination of education and experience. Experience must involve customer service management.
• Language Skills – Ability to read and comprehend simple instructions, correspondence, and memos. Ability to write letters and prepare other documents as needed. Proofreads work.
• Mathematical Skills – Ability to add, subtract, multiply, and divide into all units of measure for basic algebraic and geometric calculations.
• Reasoning Ability – Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.
• Computer Skills – Ability to use multiple software programs, computer workstations, iPhones, tablets, and peripheral equipment; knowledge of database, spreadsheet, and email..
• Communication Skills –- Be able to communicate orally and in writing in English effectively.
• Ability to drive and maintain a driver’s license with personal car insurance.
• Must be able to lift and carry a minimum of 50 lbs.
• Must be able to perform frequent kneeling, pushing, and pulling.
• Vision – Ability to view documents, multiple screens, and read handwritten documents.

Senior Level – Additional Duties

• Assist with daily monitoring of statuses and IMS Activities
• Communicate with the Manager on production statistics of the day/week and determine remedial action steps as needed
• Assist in ensuring coverage for absences and vacancies
• Assist in communicating/training on new policy, systems, and procedures
• Assist in conducting refresher and new hire training
• Partner with the Manager to identify, create and implement changes to maximize productivity and efficiency
• May travel up to 50% out of their local area

Requirements

COMPETENCIES

To perform the job successfully, an individual should demonstrate the following competencies:

• Technical Knowledge – Must have experience.
• Problem Solving – Identifies and resolves problem promptly.
• Oral Communication – Speaks clearly and persuasively; Participates in meetings.
• Written Communication – Writes clearly; Able to read and interpret written
• information.
• Teamwork – Contributes to building a positive team spirit.
• Diversity – Promotes a harassment-free environment.
• Ethics – Treats people with integrity and ethics.
• Organizational Support – Supports the organization’s goals, values, and code of ethics.
• Judgment – Exhibits sound and accurate judgment; Includes appropriate people in decision-making process; Makes timely decisions.
• Planning/Organizing – Prioritizes work activities; Uses time efficiently.
• Professionalism – Focuses on solving conflict, not blaming; Treats others with respect and consideration; Accepts responsibility for own actions.
• Quality – Demonstrates accuracy and thoroughness; Monitors own work to ensure quality.
• Quantity – Meets productivity standards; Completes work in a timely manner.
• Safety and Security – Observes safety and security procedures; Reports unsafe conditions; Uses equipment and materials properly.
• Follow-up – Must be organized and able to follow-up on statuses and ensure completion of tasks.
• Dependable – Is consistently at work and on time.

Employment-At-Will

Employment is voluntarily entered into, and employees are free to resign at will at any time, with or without cause. Similarly, the company may terminate the employment relationship at will at any time, with or without notice or cause, so long as there is no violation of applicable federal or state law.

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.

While performing the duties of this job, the employee is regularly required to sit, reach with hands and arms, talk, and hear. The employee is frequently required to use hands to finger, handle, or feel. The employee must be able to lift and carry 50 lbs. (i.e., pad rolls or equipment) to move it as needed. Must be able to kneel for extended periods as well as push and pull at least 50 lbs. The incumbent may also be required to assist with moving carpet foam or drive a forklift. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, and the ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually quiet. The work environment generally consists of indoor heated and cooled office space. This position may also work remotely from home.