Field Customer Service

AMERICAN DRAPERY BLIND & CARPET INC. dba AFB Floors

POSITION SPECIFICATIONS: Field Customer Service

REPORTS TO: Director of Operations SUPERVISES: N/A

About AFB Floors: We are a leading provider of flooring to the multifamily and commercial industries. It is our belief that the best way to deliver exceptional service and value to our clients is to take great care of our team Our culture is founded on our ICARE values of:

• Leading with Intention
• Creating through Collaboration
• Acting with Appreciation
• Embracing our Responsibility
• Excelling through Engagement

Basic Functions: A Field Customer Service is a position responsible for supporting customers outside of traditional office settings, typically in the field or on-site. The primary duties involve resolving customer inquiries, addressing concerns with subcontractor work pre & post job, ensuring client satisfaction with the entire flooring service process. Field Customer Service is the intermediary between the subcontractor, the property/maintenance representative and AFB. This role often involves traveling to customer locations, conducting on-site troubleshooting, taking pictures of work before and after the job, delivering shorts or other job materials to the contractor, and providing support/communication of all customer Service issues. Field Customer Service plays a crucial role in maintaining positive customer relationships and promoting brand loyalty through their direct interactions with clients, sub-contractors, and AFB in various environments.

Specific Duties and Responsibilities:

• Regularly review service performance indicators to understand subcontractor’s capabilities and service level; make recommendations to Management for specific corrective action.
• Provide timely feedback to Management about subcontractor safety or service level concerns.
• Inspect and evaluate installation complaints by customer.
• Review service orders for validity, content, and corrective action.
• Following service/repair, follow-up with customer to ensure satisfaction.
• Conduct quality checks.
• Conduct safety inspections.
• Evaluate service issues and field questions as they arise.
• Problem-solve installation challenges as they arise.
• Deliver short materials and determine reason(s) for shortage while at the job site.
• Ensure the company vehicle’s maintenance record is maintained and service need notifications provided to management.

Qualifications:

• High school diploma/GED preferred.
• Must have a valid Washington State driver’s license.
• Must provide a clean DMV driver abstract.
• Ability to work on feet and carry objects weighing up to 50 lbs.
• Moderate computer skills – proficient with MS Excel.
• Strong customer Service skills.
• Excellent communication skills (verbal and written).
• Comfortable working with a diverse group of individuals.
• Basic negotiation skills.
• Ability to establish relationships of mutual respect and trust and shall exhibit a high degree of professionalism & confidentiality.
• Ability to demonstrate analytical and strategic thinking skills.
• Demonstrate flexibility and excellent listening skills.
• Other tasks as directed.

Core Competencies:

• Minimum of 2 years as a Customer Service representative in the flooring industry or building construction.
• Ability to clearly communicate with and understand information or issues contractors or other key individuals on job sites.
• Basic math skills and reasoning skills.
• Solid problem-solving skills.
• Ability to read and understand basic floor plans.
• Conduct general unit floor estimations on-site or through applications (Measure Square)
• Show loyalty to the team by standing by decisions that benefit the company.
• Outstanding organizational abilities.
• Team player, with energy, confidence, and passion.
• Uncompromising focus on customer Service quality and satisfaction.

Preferred but not required:

• Solid communication (bilingual a plus)

Working Conditions:

• While performing the duties of this job, the employee is frequently exposed to a warehouse environment and moving vehicles. The noise level in the work environment is typically moderate to noisy.
• Physical/Sensory Requirements: Ability to exert 20-50 pounds of force occasionally, and/or 10-25 pounds of force frequently, and/or greater than negligible up to 10 pounds of force constantly to lift, carry, push, pull, or otherwise move objects. The employee is often required to use their hands and fingers, to handle or feel. The employee is occasionally required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl.

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. AFB Floors believes that each employee makes a significant contribution to our success. That contribution should not be limited by the assigned responsibilities. This position description is designed to outline primary duties, qualifications, and job scope, but not limit our employees nor the organization to just the work identified. It is our expectation that each employee will offer their services wherever and whenever necessary to ensure the success of the company.