Service Manager

Service Pros Installation Group, Inc • Arbutus, MD

21h • Hybrid

About The Position

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.

Requirements

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

Nice To Haves

• 3 or more years of flooring experience is preferred.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 101-250 employees