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).

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 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

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

Robust 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.

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