Installation and Customer Support Specialist - 50Floor

50Floor is seeking a dedicated Installation and Customer Support Specialist to join our team. This role is pivotal in ensuring smooth, timely installations and customer satisfaction. The ideal candidate will work closely with installation crews, manage customer inquiries, and resolve any installation or warranty issues.

Key Responsibilities:

• Installation Order Build-Outs:
  • Prepare and manage order build-outs for installers, ensuring all materials, tools, and instructions are organized and dispatched to installation crews accurately.
  • Coordinate with suppliers and warehouse teams to confirm product availability for scheduled installations.
• Field Installation Troubleshooting:
  • Act as the primary contact for installation crews during active projects, providing real-time troubleshooting support for issues that arise.
  • Advise installation teams on technical adjustments, helping to maintain project timelines and quality standards.
• Customer Service and Support:
  • Handle customer inquiries related to installation timelines, warranty questions, and general product support.
  • Provide timely updates to customers experiencing delays, communicating any rescheduling details, and managing customer expectations professionally.
  • Facilitate warranty claim processes, working with internal teams to coordinate inspections, product replacements, or repairs as needed.
• Documentation and Reporting:
  • Maintain accurate records of customer interactions, warranty claims, and installation troubleshooting.
  • Compile daily reports summarizing installation statuses, unresolved issues, and customer feedback for continuous improvement.

Qualifications:

• High school diploma or equivalent; technical certification or coursework in installation/flooring is a plus.
• 2+ years of experience in a customer service, installation support, or similar role, ideally within the home services or flooring industry.
• Strong knowledge of flooring products, installation processes, and troubleshooting.
• Excellent communication and problem-solving skills, with the ability to manage customer interactions in a calm, professional manner.
• Proficiency in CRM software and order management systems preferred.

Skills:

• Organized, with a strong attention to detail.
• Ability to troubleshoot installation challenges and guide installers remotely.
• Strong understanding of customer service best practices.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook).

Working Conditions:

• This role requires availability during standard business hours, with some flexibility to respond to urgent issues outside of these hours.
• Primarily office-based, with potential travel to installation sites if required.

Benefits:

• Competitive salary
• Health, dental, and vision insurance
• Paid time off and holidays
• 401(k) plan with company match