Installation Manager

Summary/Objective:

The Installation Manager plays a vital role in managing the daily operations to ensure a seamless customer experience. They must be determined for greatness and expect the same from their team. Installation Manager will assign the best installer for the job, conduct site inspections, offer quick resolutions, and recruit new crews. The Installation Manager should have a prominent level of customer service skills and be extremely personable, as they will be responsible for developing relationships with customers and our vendors. Their focus is to be helpful.

Essential Functions

• Year round recruiting/onboarding/replacement of installers (hard surfaces/carpet)
• Coordinate jobs within SOP standards (ensure coverage and workload)
• Review and assess installer performance by conducting job site inspections and review of customer driven scores
• Ensure complete customer satisfaction via timely follow up and conflict resolution
• Manage customer database with timely record and account billing
• Accurately review/edit, approve and submit weekly installer pay to payroll/accounting within SOP
• Meet/exceed monthly performance metrics (LTR, compliance, C&P, TIP, stock)
• Display and provide everyday leadership to all employees, contractors, and guests within the office
• Help build and maintain partnerships with Lowes stores as needed to build confidence in Keller Services
• Always display Keller Vision, Values, and Purpose

The Installation Manager has a variety of duties and responsibilities that include, but are not limited to, the following:

*Ensures all jobs are scheduled with proper coverage and workload

• Manages the on-boarding of new crews

• Monitors performance of installers by conducting job site inspections

• Ensures complete customer satisfaction by following up with customers and offering fast resolution

• Provides everyday leadership

• Builds and maintains a strong relationship with customers

• Approves and submits weekly installer payroll

• Upholds and serves Keller Interiors vision values, and purpose

• Performs other duties as assigned

• Support operations in the achievement of 86% LTR (Likelihood to Recommend), 100% Insurance Compliance

• All other tasks as assigned