CSR/Warehouse - Flooring (Everett, WA)

Romanoff Renovations is a nationally recognized and awarded provider of flooring installation services for the nation's 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 building and maintaining positive relationships with customers, installers, office managers, and The Home Depot within the designated regions. This role is responsible for all aspects of customer service, including 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 the 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).

ESSENTIALFUNCTIONS:

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 on time. 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 the local site operations manager and customers. Take appropriate action to resolve all customer issues on time Coordinate receipt of material, installer pickup, 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 Ability to travel to field offices, job sites, and The Home Depot stores

PREFERRED QUALIFICATIONS

Previous customer service experience working in the retail industry, such as The Home Depot or Lowes Previous experience in residential construction is 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 forklift, occasionally. Romanoff Renovations will provide training and certifications as needed

BENEFITS

Medical, Vision, Dental Insurance Bonus Program 401k with Company Match Paid Holidays Personal Time Off Earned PTO for Community Service Romanoff Renovations is an equal opportunity employer, and we are committed to maintaining a diverse workforceprovides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, citizenship, veteran’s status, age, disability status, genetics, or any other category protected by federal, state, or local law. Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor. #J-18808-Ljbffr Romanoff Renovations