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Flooring Installation Operations Manager

2 months ago

Beaver, West Virginia, United States Service Pros Installation Group, Inc. Full time
Job Overview

Company Background:

Service Pros Installation Group, Inc. is a family-owned enterprise, dedicated to enhancing the lives of those we serve. Our headquarters is located in Charlotte, NC, and we pride ourselves on being the exclusive flooring installation partner for Lowe's Home Improvement, with operations spanning across various regions.

Mission Statement:

We are committed to delivering outstanding customer experiences fueled by our dedication to service.

Vision Statement:

Our goal is to uplift the lives of our employees, clients, and contractors within the communities we operate.

Core Values:

  • Stewardship
  • People
  • Integrity
  • Growth

Position Summary:

The Flooring Installation Operations Manager plays a crucial role in overseeing the complete installation process for flooring clients, ensuring a superior customer experience while building and maintaining essential relationships with Lowe's Home Improvement.

FLSA Status: Salaried, Exempt

Key Responsibilities:

  1. Oversee all facets of the business operations within the designated area, utilizing sound judgment in interactions with customers, contractors, and Lowe's Home Improvement.
  2. Guarantee high-quality installations that meet or surpass customer expectations.
  3. Achieve exceptional customer satisfaction ratings.
  4. Manage installation teams and negotiate pricing for on-site challenges, work orders, and customer requirements. Authorize payments for services rendered.
  5. Meet and exceed financial and productivity benchmarks.
  6. Develop and nurture strong relationships with store personnel, installation clients, and contractors, serving as a key management contact.
  7. Exercise independent judgment regarding significant financial decisions, including installer invoice approvals and customer compensation for disputes.
  8. Analyze job profitability to assess the need for additional financial commitments to installers or materials.
  9. Address escalated customer concerns and provide solutions, including conducting site assessments as necessary.
  10. Evaluate subcontractor performance based on quality and customer feedback.
  11. Assign and schedule work for installers based on their skills and availability.
  12. Offer guidance to installers and clients regarding installation processes and products.
  13. Provide coaching to installers based on customer feedback.
  14. Forecast inventory needs and procure additional products as required.
  15. Conduct follow-up communications with customers to ensure quality installation experiences and resolve any outstanding issues.
  16. Review installation details with installers prior to commencement of work.
  17. Monitor ongoing calls and address installation challenges with installers and external partners.
  18. Verify accuracy of work orders and resolve any discrepancies related to labor or materials.
  19. Perform other duties as assigned.

Physical Requirements:

The physical demands outlined here are representative of those that must be met by an employee to successfully perform the essential functions of this role. Reasonable accommodations may be made for individuals with disabilities.

While executing the responsibilities of this position, the employee is regularly required to sit, reach with hands and arms, and position themselves to perform tasks on the floor. The employee must be capable of lifting and carrying up to 75 lbs. (e.g., equipment or materials) as necessary. The role may also involve moving materials and operating a forklift. Specific vision abilities required include close vision, distance vision, peripheral vision, and the ability to adjust focus.

Work Environment:

The characteristics of the work environment described here are typical for an employee performing the essential functions of this job. The noise level is generally quiet, and the work environment primarily consists of a climate-controlled office space, with occasional time spent in a non-climate controlled warehouse.

Qualifications:

  1. Education and Experience: High school diploma or GED; one to two years of relevant experience and training; or an equivalent combination of education and experience, particularly in customer service management.
  2. Language Skills: Proficient in reading and comprehending instructions, correspondence, and memos. Capable of writing letters and preparing necessary documents.
  3. Mathematical Skills: Ability to perform basic algebraic and geometric calculations.
  4. Reasoning Ability: Ability to apply sound business judgment and adapt to changing circumstances.
  5. Computer Skills: Familiarity with computer workstations and software including databases, spreadsheets, email, and word processing.
  6. Communication Skills: Effective oral and written communication skills in English.

Competencies:

  • Problem Solving: Proactively identifies and resolves issues.
  • Oral Communication: Communicates clearly and effectively in meetings.
  • Written Communication: Produces clear written documents and interprets written information accurately.
  • Teamwork: Fosters a positive team environment.
  • Diversity: Supports a respectful and inclusive workplace.
  • Ethics: Treats all individuals with dignity and respect.
  • Organizational Support: Upholds the organization's goals and values.
  • Judgment: Demonstrates sound judgment in decision-making.
  • Planning/Organizing: Effectively prioritizes tasks and manages time.
  • Professionalism: Focuses on conflict resolution and accountability.
  • Quality: Ensures accuracy and thoroughness in work.
  • Quantity: Meets productivity standards and deadlines.
  • Safety and Security: Adheres to safety protocols and reports hazards.
  • Follow-up: Maintains organization and ensures task completion.
  • Dependability: Consistently punctual and reliable.