Flooring Services Manager | Customer Experience Leader

Socket.dev; Arbutus (MD); On-site; USD 60,000 - 85,000; Full time

Job summary

Service Pros Installation Group in Charlotte, NC, seeks a Service Manager to orchestrate flooring installations across assigned areas, lead our in-house team, and ensure top-tier customer satisfaction while maintaining strong Lowe’s partnerships.

You will oversee the Installation Coordinator Team, support Lowe’s in-store, drive program engagement, and guide installers to deliver high-quality work and reliable 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.
• Manage 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

Flooring industry knowledge

Education

High school diploma or GED

Job description

Service Pros Installation Group in Charlotte, NC, seeks a Service Manager to orchestrate flooring installations across assigned areas, lead our in-house team, and ensure top-tier customer satisfaction while maintaining strong Lowe’s partnerships.

You will oversee the Installation Coordinator Team, support Lowe’s in-store, drive program engagement, and guide installers to deliver high-quality work and reliable service.