JOB DESCRIPTION

Summary/Objective:

Primary duty is to ensure a remarkable flooring experience by managing all customer service aspects and functions relating to flooring installations; year round installer recruiting; works closely with installers to coordinate jobs, conduct site inspections, offer issue resolution and support operational practices in alignment with company standards; display high level of customer service skills by building and developing relationships with customers, installers, and vendors.

Essential Functions

• Year round recruiting/onboarding/replacement of installers (hard surfaces/carpet)
• Coordinate jobs within SOP standards (ensure coverage and workload)
• Review and assess installer performance by conducting job site inspections and review of customer driven scores
• Ensure complete customer satisfaction via timely follow up and conflict resolution
• Manage customer database with timely record and account billing
• Accurately review/edit, approve and submit weekly installer pay to payroll/accounting within SOP
• Meet/exceed monthly performance metrics (TIP, Compliance, Sub Labor %, AR)
• Display and provide everyday leadership to all employees, contractors, and guests within the office
• Help grow and maintain partnerships as needed to build confidence in Surfaces Construction Group
• Always display SCG’s Vision and Values

Competencies

• Flooring installation/construction coordinating and best practices
• Analytical and problem-solving abilities
• Time Management/Organization Skills
• Strong interpersonal/relationship building skills
• Excellent/professional oral, written communication
• Personal Initiative, Effectiveness, Credibility
• High emotional intelligence
• Computer/Software Skills: Microsoft 8 and higher, proprietary technology

Supervisory Responsibility: This position has direct supervisory duties to installation crews, office and warehouse associates, as applicable. Position reports to the Regional Manager.

Work Environment: This job operates in a warehouse office and field operation environments. This role may frequently drive; routinely uses warehouse equipment such forklifts/pallets, and standard office equipment such as computers, laptops, phones, and printers.

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. While performing the duties of this job, the employee must enjoy fast paced environment, requires proper lifting technique up to 50lbs, is regularly required to talk or hear, bend, stoop, or twist. Most duties performed while sitting or standing for long periods of time; driving and walking; use of hands/fingers; reach with hands and arms. Exposures to various temperature changes; requires reading, writing and average math skills.

Position Type/Expected Hours of Work
Position is Full Time or Part Time Regular as needed to support the operational initiatives. Occasional evening and weekend work may be required as job duties demand.

Travel: Some local travel within region

Minimum Qualifications:

• 2-5 yrs flooring industry knowledge and/or experience
• Working knowledge of scheduling, and team development
• Proficiency with Excel and Microsoft Office suite systems
• Proven track record for increasing sales/improving workflow
• Must have valid driver’s license and maintain current insurance status
• Flexibility to work nights and weekends, as needed

Preferred Qualifications:

• Associates Degree or higher in related field
• Previous home improvement retail experience
• Proficient in speaking business/professional Spanish