CSR - Flooring; TACOMA, WA

Position: CSR - Flooring (TACOMA, WA)
WHO WE ARE:

Romanoff Renovations is a nationally recognized and awarded provider of flooring installation services for the nations' largest big-box retailer. Established in 1974 and headquartered in Atlanta, GA, Romanoff Renovations has 36 offices located throughout the East and West coasts. We are proud to be named an industry trailblazer in innovation, service, and commitment to the community.

JOB SUMMARY

The Customer Service Representative is responsible for creating and maintaining a positive relationship with customers, installers, office managers and The Home Depot within the designated regions. This role will be responsible for all aspects of customer service through managing work orders and providing day to day support to installation crews and customers. Receives, inventories, and dispatches rolled carpet goods and supplies based on daily production schedule in most cases by operating a forklift.

First responder to issues reported by stores, installers, customers, or those found on routine jobsite inspections. The position reports to a Site Operations Manager (SOM).

ESSENTIAL FUNCTIONS:

• Monitor flooring installations, act as the liaison between The Home Depot stores, customers, subcontractors, vendors, sales associates, and other personnel.
• Assist with maintaining Installation Crews' Yield Capacity and Settings
• Process requests for estimates/HDMS liaison questions and follow up with appropriate personnel
• Maintain Installer Engagement, monitor day to day installer flow to ensure delivery of services to customers in a timely manner. Inform customers and installers of any changes or issues with a work order
• Work with District Site Operations Managers (DSOM), Site Operations Manager (SOM) or Assistant Site Operations Managers (ASOM) on assistance with Installer recruitment and retention
• Train installers on RR systems and processes
• Provide customer service assistance to local site operations manager and customers. Take appropriate action to resolve all customer issues in a timely manner
• Coordinate receipt of material, installer pick up, and scheduling all work orders
• Process Incoming Order Review
• Push Schedule Incoming Orders with customers and installers
• Maintain Push Schedule Worklist and Aging Report, completing tasks by due dates
• Service Tickets: work with the DSOM, SOM and/or ASOM to schedule/coordinate service tickets.
• Communicate with customers to set expectations and manage the entire work order process
• Assist DSOM, SOM or ASOM with Escalated Tickets
• May be required to perform jobsite inspections and/or Store visits whenever necessary
• Will require travel to field offices to provide onsite support as needed.
• Continue building strong, positive relationships between The Home Depot and Romanoff Renovations
• Daily Warehouse duties
• Adherence to SOPs
• Other duties as assigned

MINIMUM QUALIFICATIONS:

• Must have a valid driver's license, reliable transportation, and possess vehicle insurance.
• High School Diploma or Equivalent
• Minimum 3 years of relevant experience, primarily in the customer service field
• Strong verbal and written communication skills with ability to communicate across all levels of the company
• Strong customer service skills, ability to provide a positive and professional experience
• Strong telephone skills
• Strong computer skills
• Ability to travel to field offices, jobsites, and The Home Depot stores

PREFERRED QUALIFICATIONS

• Previous customer service experience working in a retail industry, such as The Home Depot or Lowes
• Previous experience in residential construction a plus
• Background in floor covering installation and understands basic construction

KNOWLEDGE, SKILLS, ABILITIES AND COMPETENCIES

• Self-Starter and team player
• Comfort with public speaking/teaching
• Organized and detail oriented
• Ability to multi-task
• Ability to show empathy to customers and installers
• Strong autonomous performer
• Functions with a sense of urgency
• Makes decisions with discernment, considering all sides
• Ability to read diagrams and installation specs
• Familiar with OSHA workplace regulations

PHYSICAL ACTIVITY

• Sitting up to 5 hours a day
• Constant use of hands to type and write
• Stand up to 6 hours a day
• Lifting up to 50 pounds, occasionally
• Driving a…