Installation Service Manager

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 Installation Service Manager is wholly responsible and accountable for orchestrating the entire installation process for flooring installation customers from multiple stores, resulting in exceptional customer experience while fostering and maintaining critical relationships with Lowe’s Home Improvement.

FLSA Status: Salaried, Exempt

Essential Duties and Responsibilities:

• Manages all aspects of the SPIG business for their coverage area through the exercise of well-reasoned and sound discretionary business judgment involving customers, contractors and Lowe’s Home Improvement.
• Ensures a quality installation which meets or exceeds the customer’s expectations.
• Ensures superior customer satisfaction scores.
• Manages installers and negotiates pricing for onsite issues, work orders, and customer needs. Authorizes payments for services.
• Meets and exceeds financial and productivity goals.
• Develops and manages strong relationships with store personnel, Lowes CPO, installation customers, installers and acts as a management point of contact.
• Exercises independent judgment and discretion concerning significant financial matters, including but not limited to authorizing installer invoice payments, approving and discussing installer chargebacks due to quality/non-performance issues, authorizing the purchase of additional materials, and approving customer compensation in resolution of disputes and claims.
• Analyzes job profit margins to determine whether it would be prudent to commit additional monies to the installers or purchase of materials.
• Responds to escalated customer issues and answers customer questions which cannot be answered by other staff; including conducting site visits to determine appropriate and necessary action to resolve concerns.
• Makes determinations whether to continue using subcontractors based upon the quality of their work and customer surveys.
• May be required to assign and schedule work for installers based upon skillset, capability, dependability, performance scores, and availability.
• Provides guidance to installers and customers on installation and products.
• Coaches installers on customer feedback received on their projects.
• Forecasts the need for inventory and purchases additional product as needed.
• Conducts customer follow-up calls to control the quality of the installation experience and resolve any potential outstanding issues.
• Reviews installation details for each job with the appropriate installer before installation.
• Tracks in-progress calls and resolves installation issues with installers and external partners.
• Reviews work orders for accuracy, verifies technical information, and identifies and resolves labor or product issues.
• Other duties as assigned.

Requirements

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 ability required.

• Education and Experience – High school diploma or general education degree (GED); and one to two years related experience and training; or equivalent combination of education and experience. Experience must involve customer service management.
• Language Skills – Ability to read and comprehend 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 reasoned business judgment.
• Ability to deal with problems involving a few concrete variables and adapts to changing circumstances and conditions.
• Computer Skills – Knowledge of computer workstations and peripheral equipment; knowledge of database, spreadsheet, email, and word processing software.
• Communication Skills –-Ability to effectively communicate orally and in writing in English.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Experience:

• Customer service: 3 years (Preferred)
• Flooring installation: 4 years (Preferred)

License/Certification:

• Driver's License (Required)

Willingness to travel:

• 50% (Required)

Work Location: In person

Salary : $58,400 - $73,900