Service Manager

About the role

The Service Manager at Service Pros Installation Group oversees the entire flooring installation process for customers across assigned areas. This role focuses on leading the in-house team and delivering exceptional customer satisfaction while managing relationships with Lowe's.

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.
• 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.

Requirements

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

Physical Demands

• Sit for extended periods.
• Reach, bend, kneel, and handle materials.
• Lift and carry up to 75lbs.
• Operate a forklift and handle materials.
• Specific vision abilities required.

Work Environment

• Mainly quiet, indoor office space.
• Occasional time in non-climate-controlled areas.