Customer Service (Riverside, Ca)

About Romanoff Renovations: Romanoff Renovations is a nationally recognized and awarded provider of flooring installation services for the nation’s largest big-box retailer. Established in 1974 and headquartered in Atlanta, GA, Romanoff Renovations has 37 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.

Who We Are: Good people do good for other people. To this end, everyone at Romanoff subscribes to a common set of values, housed under the simple premise of “Do the Right Thing.” This is found in our passion to Commit to Excellence, Listen, Give Back and show Respect for All. The spirit of our values can be felt throughout our work environment, in how we make decisions, how our teams interact, and how we go beyond caring for our customers and community. Also prevalent in our culture is a strong thirst for innovation, with the intent to meet our company’s overarching goal of Enhancing Lives. Coupled together, our culture is one of continuous growth, with a great deal of fun along the way.

Job Summary: The Customer Service Representative (CSR) 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 answering inbound and making outbound calls, assisting with 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). To watch a short video about the CSR position copy and paste this address in your web browser https://static.rrenovations.com/videos/csr.html

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 Settings
• Process requests for estimates/HDMS liaison questions and follow up with appropriate personnel
• Maintain Installer Engagement, monitor daily installer flow to ensure delivery of services to customers promptly. Inform customers and installers of any changes or issues with a work order
• Work with District Site Operations Managers (DSOM) or Site Operations Manager (SOM) on assistance with Installer relationships 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 and/or SOM to schedule/coordinate service tickets.
• Communicate with customers to set expectations and manage the entire work order process
• Assist DSOM or SOM 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
• Support with daily Warehouse duties
• Adherence to Operations SOPs
• Other duties as assigned

Minimum Qualifications

• Must have a valid driver’s license, reliable transportation, and possess vehicle insurance.
• High School Diploma or Equivalent
• Minimum 3 years of relevant experience, primarily in the Customer Service field
• Strong verbal and written communication skills with ability to communicate across all levels of the company
• Strong Customer Service skills, ability to provide a positive and professional experience
• Strong telephone skills
• Strong computer skills
• Ability to work occasional weekends.
• Ability to travel to field offices, jobsites, and The Home Depot stores

Preferred Qualifications

• Previous Customer Service experience working in a retail industry, such as The Home Depot or Lowes
• Previous experience in residential construction a plus
• Background in floor covering installation and understands basic construction

Knowledge, Skills, Ability, Competencies

• Self-Starter and team player
• Comfort with public speaking/teaching
• Flooring installation knowledge
• Organized and detail oriented
• Ability to multi-task
• Ability to show empathy to customers and installers
• Strong autonomous performer
• Functions with a sense of urgency
• Makes decisions with discernment, considering all sides
• Ability to read diagrams and installation specs
• Familiar with OSHA workplace regulations

Physical Activity

• Sitting up to 5 hours a day
• Constant use of hands to type and write
• Stand up to 6 hours a day
• Lifting of 50 pounds, occasionally
• Driving a forklift, occasionally. Romanoff Renovations will provide training and certifications as needed

Benefits

• 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.

Job Type: Full-time

Pay: From $20.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 2 years

Shift:

• Morning shift

Weekly day range:

• Monday to Friday
• Weekends as needed

Work setting:

• In-person
• Office

Ability to Relocate:

• Riverside, CA: Relocate before starting work (Required)

Work Location: In person