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Installation Service Manager

2 months ago

Chantilly, Virginia, United States Service Pros Installation Group, Inc. Full time
Job Description

Job Summary

The Installation Service Manager is a critical role within Service Pros Installation Group, Inc. responsible for overseeing the entire flooring installation process for customers across multiple stores. This position requires exceptional leadership and customer service skills to ensure a seamless and satisfactory experience for our clients.

Key Responsibilities

  • Manage all aspects of the SPIG business for their coverage area, exercising sound business judgment to drive customer satisfaction and revenue growth.
  • Ensure high-quality installations that meet or exceed customer expectations, fostering a culture of excellence and attention to detail.
  • Develop and maintain strong relationships with store personnel, Lowe's CPO, installation customers, and installers, serving as a key point of contact for management.
  • Exercise independent judgment and discretion in financial matters, including authorizing payments, approving chargebacks, and purchasing additional materials.
  • Analyze job profit margins to inform decisions on resource allocation and inventory management.
  • Respond to escalated customer issues, conduct site visits, and provide guidance on installation and products.
  • Coach installers on customer feedback and provide training on quality and customer service.
  • Forecast inventory needs, purchase products as required, and conduct customer follow-up calls to ensure satisfaction.
  • Review installation details, track in-progress calls, and resolve installation issues with installers and external partners.
  • Verify work orders for accuracy, identify labor or product issues, and resolve them promptly.

Requirements

  • High school diploma or equivalent, with one to two years of related experience and training, or an equivalent combination of education and experience.
  • Proven customer service management experience, with a strong track record of driving customer satisfaction and revenue growth.
  • Excellent communication and problem-solving skills, with the ability to apply sound business judgment and adapt to changing circumstances.
  • Knowledge of computer workstations, database, spreadsheet, email, and word processing software.
  • Ability to effectively communicate orally and in writing in English.

Competencies

  • Problem-solving: Identifies and resolves problems 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 dignity and respect.
  • Organizational Support: Supports 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, accepts responsibility for own actions.
  • Quality: Demonstrates accuracy and thoroughness, monitors own work to ensure quality.
  • Quantity: Meets productivity standards, completes work promptly.
  • 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.