Home Services Supervisor
The Home Services Manager manages and supports Home Services internal Installation Coordinators. The Home Services Manager ensures that our internal team members are well trained. Additionally, the Home Services Manager is responsible for ensuring that the internal Installation Coordinators are developing professional relationships with our installers to deliver excellent customer service, and maintain high quality standards in all markets that offer installation services. The Home Services Manager is responsible for the timeliness, and quality delivery of measure / installation documentation from our installation network. The Home Services Manager is also directly responsible for installation calendar capacity.
Responsible for the training, retention, and quality of work of the internal Installation Coordinators.
Ensure a high level of motivation, and teamwork within the installer network.
Develop policy and procedures for internal team members.
Conduct weekly or biweekly side-by-sides with internal Installation Coordinators to ensure proper communication of policy and procedures.
Execute consistent monthly Agent Stat Reviews with internal team members to ensure proper performance standards are being maintained.
Responsible for ongoing training and certification of internal team members.
Properly distribute daily workload. This includes reviewing missing documentation to determine the proper action plan for obtaining documents.
Work daily with all Installation Coordinators to ensure that Service Requests are being updated properly and responded to within two business days.
Work diligently to ensure that customers who need earlier appointments are being responded to within one business day.
Coordinate with In-Home Designers requests to ensure that all are being updated for earlier measure or installation appointments. Requests must be updated the same day so the designer knows next steps.
Work daily with the installer utilization report to determine where capacity issues could arise. Develop a robust plan to ensure proper capacity adherence needs.
Train all new installation companies on how to use, and update the Real Time Appointment Scheduling System. Maintain all training materials, and login sheets.
Collect installer photos to issue badges.
Work on customer escalations to develop solutions to damages, or changing of installation companies.
Establish positive and highly productive working relationships with sales teams, and customer care team.
Partner with IHD team to forge seamless installer-designer relationships.
Works with CCMT management team to identify and correct product-related issues, ensure proper delivery of paperwork, and resolve customer escalations.
Work with our installation network to ensure that measurements are sent back within 24 hours of appointment date.
Ensure proper calendar capacity to support measure and installation time frames.
Provide accurate, swift resolution of escalated customer issues.
Use independent judgment for managing unexpected cost increases that could arise as a result of additional labor, mileage, and/or materials.
Work with Quality Assurance agents or insurance companies to resolve any installer damage claims that arise.
Actively and positively contribute to the overall strategic and financial success of Home Services.
Work with the Regional Installation Manager, to ensure proper zip code alignment, and installer coverage.
Work with independent installer to ensure proper policy adherence.
Work with Director of Home Services to ensure proper license and compliance is being maintained for each state. This will include the completion of State applications, check requests, and tracking application status.
Accountable for job cost and gross margin.
Status and Scope
Essential skills and abilities include the following:
Uses insightful judgment: Fully analyzes and integrates issues to make timely, sound, and difficult decisions for the broader, and long-term benefit of the organization.
Displays vision: clearly anticipates future consequences/trends within the installation industry. Has the ability to contribute to new customer acquisition, and increase first time rights scores within the organization.
Ensures collaboration: Builds effective working relationships to ensure teamwork across the organization.
Develops organizational talent: Attracts and develops the talent needed to meet current and future organizational goals. Selects highly qualified people.
Ensures open communication: Creates an environment where people communicate openly and honestly. Readily sharing information. Active listening skills. Has the ability to express undesirable information in a sensitive manner.
Leads boldly: Creates an environment that encourages innovation and risk taking. Takes decisive action in a crisis. Projects self-assurance and unshakable confidence. Demonstrates the courage to make decisions and do what is right despite personal risk or discomfort.
Ensures customer focus: Ensures the delivery of exceptional customer service. Conveys a commitment to understanding and doing what is best for the customer. Builds an environment where internal/external customer satisfaction is always a top priority.
Drives for results: Demonstrates and fosters a sense of urgency and strong commitment to achieving organizational goals. Translates broad strategies and new ideas into clear objectives and practical action plans. Establishes aggressive goals, implements these goals, and holds people accountable for results.
Demonstrates flexibility: Works effectively in the face of ambiguity, shifting priorities, and rapid change.
Establishes trust and credibility: Gains the confidence and trust of others through principled leadership, and sound business ethics. Treats others fairly and consistently, accepts responsibility for own behavior, and actions. Places organizational success above individual gain.
Technical skills: Proficient on Microsoft Office 365 products, e-PIC, VendorNet, and advanced typing skills
Organization: Organized, with ability to set and adhere to project timeframes
Problem Solving: Analytical, with ability to solve problems independently
3+ years' experience in a call center or customer-centric environment.
Prior window treatment experience is a plus
Smith + Noble