CSR - Flooring (SPRINGFIELD, MO)

Romanoff•Ozark, MO

10d•Onsite

About The Position

Romanoff Renovations, a nationally recognized provider of flooring installation services for big-box retailers, is seeking a Customer Service Representative. This role is crucial for maintaining positive relationships with customers, installers, office managers, and The Home Depot within designated regions. The Customer Service Representative will manage work orders, provide daily support to installation crews and customers, and handle inventory and dispatch of flooring materials, often operating a forklift. This position serves as the first point of contact for issues reported by stores, installers, or customers, and is responsible for resolving these issues promptly. The role reports to a Site Operations Manager (SOM).

Requirements

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.
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 and act as a 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 and handle liaison questions for HDMS, following up with appropriate personnel.
Maintain Installer Engagement and monitor the day-to-day installer flow to ensure timely delivery of services to customers.
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 installer recruitment and retention.
Train installers on RR systems and processes.
Provide customer service assistance to local site operations managers and customers.
Take appropriate action to resolve all customer issues in a timely manner.
Coordinate receipt of material, installer pick-up, and scheduling of 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.
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.
Perform jobsite inspections and/or store visits whenever necessary.
Travel to field offices to provide onsite support as needed.
Continue building strong, positive relationships between The Home Depot and Romanoff Renovations.
Perform daily warehouse duties.
Adhere to SOPs.
Perform other duties as assigned.