Flooring Installations Manager - Customer Experience Leader

Paylocity; Arbutus (MD); Hybrid; USD 60,000 - 80,000; Full time

Job summary

The Service Manager role at Service Pros Installation Group focuses on orchestrating the flooring installation process for customers across assigned areas. You will lead our in-house team and deliver customer satisfaction while nurturing relationships with Lowe’s.

The role requires managing installation coordinators, providing in-store Lowe’s support, and ensuring high-quality installations, inventory control, and effective pricing decisions to support growth and exceptional service.

Qualifications

• High school diploma or equivalent (GED).
• 1-2 years of customer service management experience.
• 3+ years of flooring experience preferred.
• Ability to collaborate in a team.
• Strong problem-solving abilities.
• Commitment to ethical conduct and professionalism.

Responsibilities

• Oversee day-to-day functions of the Installation Coordinator Team.
• In-store (Lowe’s) support, engagement, focused on sales and education.
• Engagement in the Lowe’s Executive/VIP Program.
• Ensure high-quality installations, that exceed customer expectations.
• Maintain excellent customer satisfaction scores.
• Management of Warehouse Functions, Inventory, Staging, and Cleanliness.
• Manage relationships, negotiate pricing, and authorize payments for services.
• Analyze job profit margins and make informed decisions.
• Resolve escalated customer issues and conduct site visits when necessary.
• Provide guidance to installers and customers on installation and products.

Skills

Customer service management

Team collaboration

Problem-solving

Education

High school diploma or GED

Job description

The Service Manager role at Service Pros Installation Group focuses on orchestrating the flooring installation process for customers across assigned areas. You will lead our in-house team and deliver customer satisfaction while nurturing relationships with Lowe’s.

The role requires managing installation coordinators, providing in-store Lowe’s support, and ensuring high-quality installations, inventory control, and effective pricing decisions to support growth and exceptional service.