Preferred Floor & Tile CO. · 19 hours ago
Installation Service Manager
Raleigh, NC
Full-time
Onsite
Entry, Mid Level
1+ years expPreferred Floor & Tile CO. (PF&TCO) is a family-owned business specializing in flooring solutions for home builders and property management. The Installation Service Manager is responsible for overseeing the entire flooring installation process, ensuring high-quality installations, managing relationships with customers and installers, and addressing escalated issues to enhance customer experience.
Construction
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
Qualification
Required
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
Ability to read and comprehend instructions, correspondence, and memos
Ability to write letters and prepare other documents as needed
Ability to add, subtract, multiply, and divide all units of measure for basic algebraic and geometric calculations
Ability to apply reasoned business judgment
Ability to deal with problems involving a few concrete variables and adapt to changing circumstances and conditions
Knowledge of computer workstations and peripheral equipment; knowledge of database, spreadsheet, email, and word processing software
Ability to effectively communicate orally and in writing in English
Benefits
Competitive compensation with endless opportunities for growth within the company
Company
Preferred Floor & Tile CO.
From start to finish, we’re here to make your life easier. Delivering quality, efficiency, and peace of mind every step of the way.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase