Installation Service Manager

Preferred Floor & Tile CO.•Raleigh, NC

About The Position

About PF&TCO: Preferred Floor & Tile CO. (PF&TCO) where we make flooring, stress-free and fun. We deliver world class service, exceptional support, and floors that make all residents feel right at home. Headquartered in Charlotte, North Carolina with nine regional offices across seven states. We are looking to continue to expand into more markets. Preferred Floor and Tile offers turn key flooring solutions, specializing in National and Regional Home Builders, Single Family Rental (SFR), and Multi-Family Property Management. A family-owned business, PF&TCO continues to understand the importance of building and maintaining quality relationships with their clients. We are seeking candidates who are dedicated, hard-working, self-motivated, resourceful, and dependable. We want to continue to offer unique flooring solutions to keep our customers saying “Wow, Preferred is amazing!” We offer competitive compensation with endless opportunities for growth within the company. Summary The Installation Service Manager is wholly responsible and accountable for orchestrating the entire installation process for flooring installation projects from multiple customers, resulting in exceptional customer experiences while fostering and maintaining critical relationships.

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 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 adapt 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.

Responsibilities

Manages all aspects of PF&TCO’s business for their coverage area through the exercise of well-reasoned and sound discretionary business judgment involving customers and installers.
Ensures high-quality flooring installations that meet or exceed the customer’s expectations.
Manages installers and negotiates pricing for onsite issues, work orders, and customer needs; Authorizes payments for installer services.
Meets and exceeds financial and productivity goals.
Develops and manages strong relationships with customers and 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 materials.
Responds to escalated customer issues and answers customer questions that 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 individual installers 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.