Customer Service Manager

Floormasters, is Northern California’s leading flooring installation services company. Having been repeatedly judged as the best in our field by clients, we strive daily to earn our place in the flooring industry. Our goal is to build on our market position, both locally and regionally.

Floormasters is committed to recruiting the most qualified people, offering competitive compensation and a work experience second to none in the industry.

QUALITIES WE ARE SEEKING

Associate degree and/or 5 years related experience in a similar role or equivalent combination of education and experience.

Strong verbal and written communication skills

Strong leadership and organizational skills; able to manage priorities and workflow

Excellent attendance is a must

Bilingual, Spanish as a second language

Team Management

• Hires and retains top talent, while working within the overall budget
• Provide coaching to the Customer Service team to enable 100% customer retention
• Schedules weekly team meetings to mentor and to develop customer service representatives
• Creates an environment where team members can excel through encouragement and empowerment
• Keeps abreast of changes in product, product knowledge and trains the department as needed
• Keeps ahead of vendor warranty policies and apply best practices to areas of improvement
• Trains and follows the procedure on material warranties such as rip, tear, gauge
• Maintains and updates the departments training binder as needed
• Ensures professional development plans are in place for all team members
• Ensures every team member receives an annual performance review with clear feedback on all aspects of the employee’s work
• Manages employee overtime
• Ensures all new and existing policies and procedures are followed
• Maintains an orderly workflow that allows phone calls to be answered in a timely matter, including overflow
• Primary back up for customer service Team
• Manages username and passwords for online portal
• Provides online portal training to customers and employees
• Performs any other duties as assigned by the executive team

Customer Management

• Achieves Customer Service department objectives by contributing valuable information and recommendations for strategic planning and review; oversees preparing and completion of action plans
• Coordinates with other departments to develop and redesign procedures for the benefit of the customer and the company
• Addresses all customer complaints that involve major incidents concerning property damage, installation and resolves disputed invoices
• Determines customer needs by conducting surveys
• Manages team culture consistent with company goals of high-quality customer service
• Gathers information for key assigned accounts and updates CRM accordingly
• Manages the weekly open order report
• Ensures team members are following procedure by converting pending orders in a timely matter
• Ensures orders are converted timely
• Maintains quality control when converting for all sales orders
• Reviews next day orders to ensure accuracy
• Receives, researches, responds and logs customer inquiries, complaints, suggestions or other feedback in writing
• Manages Customer Requests

Back up and Overflow Management

• Processes template updates: new, partials, layout changes, and sizes – add submits to appropriate admin for completion
• Manages a high volume of inbound/outbound calls when representatives are busy
• Provides timely email responses to customers, employees, vendors, etc
• Processes Special Orders
• Identifies and resolves reoccurring issues with customers
• Processes customer order alerts (online requests)
• Sends samples to customers
• Manages house accounts daily, including support during product switches
• Qualifies new and inactive house accounts
• Notifies customers who have jobs 70 SY or larger of the possibility of a rollover

Schedule

Identifies the need for scheduling next business day based on availability

• Adjusts labor resources in accordance with company guidelines and practices including setting up labor for the same workday
• Logs the daily count of repairs with occupied units “we move” vs “they move”
• Reviews the job schedule daily in order to provide accurate ETA’s
• Maintains consistent communication with the Scheduling Manager to address any special needs for jobs and emergency same day installations
• Reschedules customers as needed

Job Type: Full-time

Salary: $50,000.00 /year

Education:

• Associate (Required)

Language:

• spanish (Required)

Work Location:

• One location

Benefits:

• Health insurance
• Dental insurance
• Vision insurance
• Retirement plan
• Paid time off