Customer Service Representative (Springfield, MO)

WHO WE ARE:Romanoff Renovations is a nationally recognized and awarded provider of flooring installation services for the nations' largest big-box retailer. Established in 1974 and headquartered in Atlanta, GA, Romanoff Renovations has 46 offices located throughout the East and West coasts. We are proud to be named an industry trailblazer in innovation, service, and commitment to the community.JOB SUMMARY The 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. Receives, inventories, and dispatches rolled carpet goods and supplies based on daily production schedule in most cases by operating a forklift. 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).ESSENTIAL FUNCTIONS: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 SettingsProcess requests for estimates/HDMS liaison questions and follow up with appropriate personnelMaintain 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 orderWork with District Site Operations Managers (DSOM), Site Operations Manager (SOM) or Assistant Site Operations Managers (ASOM) on assistance with Installer recruitment and retentionTrain installers on RR systems and processesProvide customer service assistance to local site operations manager and customers. Take appropriate action to resolve all customer issues in a timely mannerCoordinate receipt of material, installer pick up, and scheduling all work ordersProcess Incoming Order ReviewPush Schedule Incoming Orders with customers and installersMaintain Push Schedule Worklist and Aging Report, completing tasks by due datesService 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 processAssist DSOM, SOM or ASOM with Escalated TicketsMay be required to perform jobsite inspections and/or Store visits whenever necessaryWill require travel to field offices to provide onsite support as needed.Continue building strong, positive relationships between The Home Depot and Romanoff RenovationsDaily Warehouse dutiesAdherence to SOPsOther duties as assignedMINIMUM 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 fieldStrong verbal and written communication skills with 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 LowesPrevious 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/teachingOrganized 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 up to 50 pounds, occasionallyDriving a forklift, occasionally. Romanoff Renovations will provide training and certifications as neededBENEFITS • Medical, Vision, Dental Insurance • Bonus Program • 401k with Company Match • Paid Holidays • Personal Time Off • Earned PTO for Community Service Romanoff Renovations is an equal opportunity employer and we are committed to maintaining a diverse workforce provides 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.

Created: 2025-01-12