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Contractor Communications Specialist

2 months ago

Kent, United States AFB Floors, Inc. Part time
Job DescriptionJob DescriptionSalary: $22 - $25 Hourly, DOE

AMERICAN DRAPERY BLIND & CARPET INC. dba AFB Floors 

POSITION SPECIFICATIONS: Contractor Communications Specialist 

REPORTS TO: Director of Operations                                                                                                SUPERVISES: N/A 


About AFB Floors: We are a leading provider of flooring to the multifamily and commercial industries. It is our belief that the best way to deliver exceptional service and value to our clients is to take great care of our team Our culture is founded on our CORE values of: 


  • Determined: Characterized by a tenacious work ethic, a strong distaste for failure, and an intense desire to succeed. 
  • Accountable: Embracing our collective commitments and recognizing that each individual contribution builds greater team reliability and trustworthiness. 
  • Evolving: Continuous growth requires challenging the status quo, elevating our standards, and taking pride in what we are building. 
  • Urgent: Success depends on swift and effective execution, ensuring we exceed our commitments. 


Basic Functions: The Contractor Communications Specialist is responsible for working closely with Operations, Sales, and Administration Teams.  The CCS is the communications conduit between Scheduling, Contractors and AFB.   Maintaining a solid balance of effective communication and support to the contractors, scheduling, and sales support for single-point communication about the jobs, service orders compliancy's and shorts each day. The perfect candidate will have exceptional organizational skills, sufficient scheduling expertise, a firm knowledge of the internal process flow, and a good understanding of the customer service process to ensure a seamless workflow for the company.  Flexibility and the ability to support all complex needs of Contractors and AFB while modeling a high level of performance excellence. 

Specific Duties and Responsibilities: The Contractor Communications Specialist is responsible for scheduling communications, coordinating, and addressing issues/challenges in the daily work and job flow. They will be an experienced, analytical planner who excels at adhering to detailed operational tasks and processes, with a demonstrated record of accomplishment working as a self-starter. They must be incredibly adaptable and adjust to the changes in the business. 

Other Duties and Responsibilities: 

  • Research and approve or deny additional labor requests from contractors.
  • Be the main point of contact for all contractor requests from the field.
  • Work with the salesperson if approval or clarification is needed.
  • Determine if corrective action is necessary: template updates, diagram corrections, etc.; coordinate corrections with appropriate persons.
  • Work with the client to secure payment authorizations for all additional labor requests (if applicable).
  • Partner with the Field Sales Support Team for supplemental support.
  • Communicate the Scheduling of crews to appropriate locations according to skills, capacity, job functions, and customer needs.
  • Relay information such as work orders or other messages to and from work crews, internal staff, and customers.
  • Contact customers via email and telephone regarding rescheduled or delayed jobs.
  • Using telephone, and Microsoft Suite (Teams, Outlook, various other methods of communication) to contact crews or work personnel.
  • Work with the department leads to discussing and determining scheduling capacity, the needs of our customers, and urgent requests.
  • Preparing, printing, editing, and reviewing work orders to ensure accuracy.
  • Work closely with our warehouse team to successfully ensure all jobs each day are dispatched correctly.
  • Partner with Sales Support, Customer Service Admins and Sales to assist with urgent requests and job changes.
  • Communicate crew daily schedules and make updates in real time as needed. (Job site ETA's)
  • Identify and expedite emergencies, reacting quickly and calmly under a diverse set of circumstances.
  • Process service orders (SO)
  • Field and log initial applicable SO requests.
  • Track & update status on Service Order log.
  • Confirm completion. Close out status on Service Order log. 
  • Work with the Sales Support on all site related issues that arise (if applicable), being the conduit between contractors and all other internal employees.
  • Process job shorts.
  • Field and log initial job short in tracking log.
  • Notify Director of Operations of operation errors.
  • Monitor and maintain Contractor Compliance and communicate with contractors regarding their compliance status
  • Monitor sensitive accounts for activity at the request of the Sales Team (Sales Support).
  • Focus on support of new customers, initiate, and assist and securing top contractors for initial Follow-up communication with new customers to ensure service excellence. Monitor Activity.


Qualifications: 

  • Bilingual a plus
  • Minimum 3 years Flooring experience and knowledge PREFERRED.  (Not required but preferred)
  • Minimum 2 years' experience directly related to Customer Service, Dispatching and all forms of communication media (Text, Phone, email; etc...).
  • The ability to problem solve and deliver undesirable news clear, concise and to the point.
  • The ability to discuss and manage sensitive issues
  • Exceptional Microsoft Suite experience and understanding
  • Ability to multi-task and prioritize.
  • Database management skills.
  • Ability to analyze and solve problems.
  • Ability to prepare routine administrative paperwork.
  • Demonstrates strong organizational skills.
  • Demonstrates robust customer service and people skills.
  • Works well with a team.
  • Manages time efficiently.
  • Possesses solid basic math skills.
  • Communicates clearly and effectively.


Core Competencies: 

  • Analytical and Investigative abilities
  • Comfortable working with a diverse group of individuals in close quarters.
  • Ability to establish relationships of mutual respect and trust.
  • Exhibit a high degree of confidentiality and
  • Show loyalty to the team by standing by decisions that benefit the company.
  • Team player, with energy, confidence, and passion.
  • Uncompromising focus on quality and accuracy.
  • Strong customer service skills both in person and remotely