Service Manager

Service Pros Installation Group, Inc•Highland Springs, VA

13d

About The Position

The Service Manager oversees the flooring installation process for customers in assigned areas, leading the in-house team and working to deliver customer satisfaction while managing relationships with Lowe’s. The role includes overseeing the Installation Coordinator Team, supporting Lowe’s stores, maintaining installation quality, managing warehouse operations, and resolving escalated customer issues. Service Pros Installation Group is a family-owned business headquartered in Charlotte, North Carolina, and is an exclusive flooring installation provider for Lowe’s Home Improvement, with workrooms across the Southeast, Northeast, and Midwest. The company’s mission is to provide exceptional customer experiences through a passion for serving others. Its vision is to improve the lives of employees, customers, and contractors in the communities it serves. Its stated values are Stewardship, People, Integrity, and Growth.

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

Three or more years of flooring experience is preferred.

Responsibilities

Oversee day-to-day functions of the Installation Coordinator Team.
Provide in-store support and engagement at Lowe’s, with a focus on sales and education.
Engage in the Lowe’s Executive/VIP Program.
Ensure installations are high quality and exceed customer expectations.
Maintain excellent customer satisfaction scores.
Manage 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.