Posted on Oct. 12, 2016
Empire Today is not only passionate about our customers, but also its employees. As Installation Manager for the Company, you will work in a fast-paced, casual environment and play a critical role in ensuring customer satisfaction by actively engaging contractors in a wide range of customer service and operational scenarios. This position reports to the Satellite Branch Manager.
What makes this a great opportunity?
This role provides the opportunity to lead, execute, and further evaluate and monitor operational workflow.
We are one the largest shop-at-home flooring companies in the United States. America’s first and best choice for installed flooring that also offers employee discounts.
The Installation Manager (IM) manages the installation process for in-home and business-to-business flooring and window treatment (where applicable) installations from insuring materials are available and designated for the project and assigning the work to a qualified independent installer contractor through project completion. The IM takes the necessary actions to address customer installation concerns with the goal of securing customer satisfaction.
Duties and Responsibilities:
Manage and direct the daily load of subcontractor assignments and job fulfillment obligations
Recruit, select and sustain competent, skilled and well-seasoned subcontractors to support a changing stream of flooring and window treatment installations
Foster strong working relationships with installers and focus on retention efforts
Formulate and execute an effective installer recruiting strategy
Perform random job-site visits to evaluate subcontractor performance and working conditions
Respond to customer concerns and provide excellent customer service during and after installation as necessary
Manage the performance, development and expectations of internal support staff (Installation Coordinators) and independent subcontractors and provide meaningful feedback and coaching
Manage installation/sales opportunities using practical installation experience, common sense, and integrity
Evaluate customer installation concerns before, during and after installation
Collaborate with other departments to ensure a successful project completion
Perform other functions as necessary or as assigned
Knowledge and Skills Required:
High School Diploma or equivalent
Good computer skills in Outlook, Word, and Excel
Bilingual fluency in English and Spanish preferred
Proficient in the fundamentals of carpet and flooring installations
Working knowledge of home improvement codes, permitting and licensing requirements Experience with material take-offs and estimating competency
Strong ability to effectively communicate at all levels in written, verbal and presentation formats
Strong problem solving and negotiation skills
Ability to establish and maintain team cohesion and subcontractor rapport
Pleasant telephone manner
Ability and willingness to work extended hours and weekends to address installer and customer needs/expectations
Capacity to create a sense of ownership and empowerment with internal support staff
Computer Knowledge Requirements: Microsoft Word, Microsoft Excel, Microsoft Outlook