POSITION SUMMARY:
Service Specialist is responsible for managing all post-possession service requests related to flooring products. This role requires prompt communication, accurate issue assessment, and efficient scheduling of installers to complete repairs or replacements. The Service Specialist maintains organized service records, ensures high-quality customer experiences, and works closely with installers, builders, suppliers, and internal teams to resolve issues within warranty guidelines and company standards. This position requires strong communication skills, attention to detail, and the ability to manage multiple service calls and schedules simultaneously.
RESPONSIBILITILIES:
- Serve as the primary point of contact for builders and homeowners regarding flooring service requests.
- Respond to inquiries, concerns, and warranty questions in a timely and professional manner.
- Schedule service appointments based on homeowner availability and repair urgency.
- Provide clear explanations of repair processes, timelines, and expectations.
- Assign flooring installers to work orders based on skill set, location, and availability.
- Coordinate access to the home and verify all required materials are ready prior to the appointment.
- Maintain and update the service calendar to ensure efficient workflow and minimal delays.
- Communicate any schedule changes, delays, or follow-ups as required.
- Review service requests to determine warranty coverage and required work.
- Track job progress from initiation to completion, ensuring accuracy and timely updates.
- Document all communication, service notes, photos, and completion details.
- Communicate regularly with builders, installers, suppliers, and internal departments.
- Provide feedback on recurring issues, product concerns, or installation challenges.
- Assist with improving service processes and customer experience.
QUALIFICATIONS:
- Training: Customer Service experience is a must.
- Requirements:
- Excellent customer service skills
- Must be knowledgeable in Office 365
- Multitasking and prioritization skills
- Superior analytical and problem-solving skills
- Excellent attention to detail and organizational skills
- Strives for Continuous Improvement
- Must be able to work in a fast paced, high-pressure environment
- Good knowledge of flooring install, best practices and the willingness to critique
- Excels in changing environments
Job Types: Full-time, Permanent
Benefits:
- Employee assistance program
Work Location: In person
