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Customer Service Representative (Atlanta)

Company: Romanoff
Location: Smyrna
Posted on: May 3, 2021

Job Description:

WHO WE ARE:Romanoff Renovations, a nationally recognized and awarded provider of flooring installation and bathroom renovation services for the nation's largest big box retailer, has been named to the 2015 Inc. 5000 list of America's Fastest Growing Companies, earning the position of #2677 on the Inc. 5000's annual ranking, and #186 of America's top construction companies. Established in 1974 and headquartered in Atlanta, GA, Romanoff Renovations has 48 offices located throughout the East and West coasts.JOB SUMMARYThe 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. 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).ESSENTIALFUNCTIONS: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 Managers, (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 pick up, 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.May require travel to field offices to provide onsite support as needed.Continue building strong, positive relationships between The Home Depot and Romanoff Renovations.Occasional support with Warehouse duties.Other duties as assigned.MINIMUM QUALIFICATIONS:Must have a valid driver's license, reliable transportation, and possess vehicle insurance.High School Diploma or EquivalentMinimum 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 companyStrong customer service skills, ability to provide a positive and professional experienceStrong telephone skillsStrong computer skillsAbility to travel to field offices, jobsites, and The Home Depot storesPREFERRED QUALIFICATIONSPrevious customer service experience working in a retail industry, such as The Home Depot or Lowes Previous experience in residential construction a plusBackground in floor covering installation and understands basic constructionKNOWLEDGE, SKILLS, ABILITIES AND COMPETENCIESSelf-Starter and team playerComfort with public speaking/teachingFlooring installation knowledge and ability to complete minor repairsOrganized and detail orientedAbility to multi-taskAbility to show empathy to customers and installersStrong autonomous performerFunctions with a sense of urgencyMakes decisions with discernment, considering all sidesAbility to read diagrams and installation specsFamiliar with OSHA workplace regulationsPHYSICAL ACTIVITYSitting up to 5 hours a dayConstant use of hands to type and writeStand up to 6 hours a dayLifting 50 pounds, occasionallyDriving a forklift, occasionally. Romanoff Renovations will provide training and certifications as neededBENEFITSMedical, Vision, Dental InsuranceBonus Program401k with Company MatchPaid HolidaysPersonal Time OffEarned PTO for Community ServiceRomanoff Renovations is an equal opportunity employer and we are committed to maintaining a diverse workforceprovides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, citizenship, veteran's status, age, disability status, genetics or any other category protected by federal, state, or local law.

Keywords: Romanoff, Smyrna , Customer Service Representative (Atlanta), Other , Smyrna, Georgia

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