Installation Manager - Cincinnati, OH - Improveit Home Remodeling

• Recruit and select personnel for installer positions based on needs in the market and future growth within the market.
• Hold Installers accountable to established policies through inspections, scheduling, and capacity management.
• Perform analysis to accurately forecast resource needs and efficient and effective flow of installations through the pipeline on a daily basis.
• Develop, implement and measure the performance of process initiatives in relation to process efficiency and customer satisfaction.
• Identify, evaluate and recommend opportunities for improving the customer experience.
• Partner with the Director of Installation to identify, define and implement needed system and process improvements that promote total customer satisfaction.
• Coordinate closely with established vendors to ensure availability of products needed to meet established service delivery deadlines.

• Leverage data to monitor and recommend resource needs to execute strategy within varying demand scenarios.
• Manage and resolve cross-functional issues and challenges.
• Mitigate and resolve customer escalations with urgency, determination and focus on achievement of total customer satisfaction.

• Manage to the “big picture," understanding the complexity and downstream impacts of the customer service delivery process and ensuring that delivery flows smoothly through the system.
• Intervene when necessary to resolve disputes according to established Improveit policies and procedures and use established methodology for all customer interactions.
• Foster a team environment and a customer-focused culture throughout the organization.
• Hold direct reports accountable for achieving results through coaching and performance management.
• Consistently provides feedback and direction to direct reports to promote employee development, engagement and business knowledge.
• Partner with Human Resources to ensure firm, fair and consistent application of Human Resources practices and policies.
• Promote and maintain a safe work environment.

• Leadership - Ability to influence others to perform their jobs effectively and to be responsible for making decisions.
• Goal Oriented - Ability to focus on granular, day-to-day goals and obtain a pre-determined result.
• Resource Management (People & Equipment) - Ability to obtain and appropriate the proper usage of equipment, facilities, materials, as well as personnel.
• Accuracy - Ability to perform work accurately and thoroughly.
• Organized - Possessing the trait of being organized to following a systematic method of performing a task.
• Problem Solving - Ability to find a solution for or to deal proactively with work-related problems.
• Analytical Skills – Ability to use critical thinking and reasoning to solve problems.
• Management Skills - Ability to organize and direct oneself.
• Professionalism – Conduct and appearance is professional and to company standards and policies
• Communication – Ability to use effective verbal and written communication skills.
• Conflict Resolution – Ability to deal with others in difficult and sometimes antagonistic situations.
• Accountability – Ability to accept responsibility and account for his/her actions and decisions.

• Education/Experience: Bachelors’ Degree, at least 3 years of operations experience with a customer service focus, and at least 4 years’ supervisory experience; or any equivalent combination of education and experience.

• Computer Skills: Proficiency with Microsoft Office (Word, Excel, Outlook). 
• Licenses and Certifications:  EPA RRP Certified (Preferred)

• Highly Competitive Compensation & Perks Package
• Medical and Dental Insurance Options
• 401k Retirement Savings Plan
• Paid Vacation and Personal Days
• State-of-the-Art Technology
• Growth-Driven, Entrepreneurial Culture
• Great Work Environment (New, High-End Office Space in Convenient Location)
• Stability and Backing of a 34-yr-old Company with an A BBB Rating

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