CSR - Flooring (TACOMA, WA)

Romanoff•Puyallup, WA

8d•Hybrid

About The Position

Romanoff Renovations is a nationally recognized provider of flooring installation services for a major big-box retailer. Established in 1974 and headquartered in Atlanta, GA, Romanoff Renovations has 36 offices located throughout the East and West coasts. 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).

Requirements

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 the 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

Nice To Haves

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
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

Responsibilities

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 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