Service Manager at Service Pros Installation Group in Wilmington, NC

Description

About Us:

Service Pros Installation Group is a family-owned business, headquartered in Charlotte, NC; committed to utilizing our resources to positively impact those we serve, putting the needs of our coworkers and customers ahead of our own. Service Pros Installation Group works as an exclusive flooring installation provider for Lowe’s Home Improvement. We have workrooms across the Southeast, Northeast, and Midwest.

Our Mission

We provide exceptional customer experiences through our passion for serving others.

Our Vision

We strive to improve the lives of our employees, customers, and contractors in the communities we serve every day.

Our Values

Stewardship

People

Integrity

Growth

Summary:

The Service Manager plays a pivotal role in orchestrating the entire flooring installation process for customers across their assigned areas. This role focuses on leading our in-house team and delivering customer satisfaction while managing and nurturing relationships with Lowe’s.

Key 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.

Requirements

Qualifications

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

Physical Demands:

• Sit for extended periods.
• Reach, bend, kneel, and handle materials.
• Lift and carry up to 75lbs.
• Operate a forklift and handle materials.
• Specific vision abilities required.

Work Environment:

• Mostly quiet, indoor office space.
• Occasional time in non-climate-controlled areas.