OVERVIEW
Dillabaugh’s Flooring America strives to be the #1 full-service installation company in the world. The DFA Installation & Warranty Coordinator is a customer service position responsible for the management of service-related job issues, being a team communication hub, scheduling various sub-contractors, and other general administrative tasks. Along with the other DFA Builder team members, this position will work to ensure the successful completion of all projects, as well as all punch lists items and warranty claims.
JOB RESPONSIBILITIES
- Receive and respond to customer service calls and emails
- Coordinate daily punch list items – this includes Service Technician scheduling, confirming job completion, and updating customers of ongoing/completed repairs
- Address product issues identified by on-site Service Technicians and warehouse staff – this includes missing items, back-ordered inventory, and/or damaged products
- Responsible for administrative scheduling duties including booking calendars, updating Schedule Pro software with all current jobs, preparing-and-submitting work-orders/picking-tickets, confirming receipt of all products prior to the job start date, “day before confirmation phone calls”, etc.
- Responsible for the scheduling of work crews (subcontractors) – this includes coordinating flooring crew calendars with provided construction/home-owner schedules – dependent upon the nature of the project
- Submit claims to the DFA Fulfillment Division Coordinator to address any defective materials, installation warranties, and/or related installer charge backs – this includes the scheduling and job completion confirmation of all claim repairs
- Process weekly installer invoices and provider earning reports
- Responsible for the invoicing of all completed projects
- A/R tracking and updating internal notes on jobs to reflect progress/delays
QUALIFICATIONS / SKILLS
- Professional Phone Etiquette
- Collaboration
- Ability to Exceed Goals
- Negotiation Skills
- Managing Customer Needs
- Relationship Building
- Empathy
- Listening Skills
- Managing Processes
- Conflict Management
- RFMS Competency
- Tablet/Computer Skills
- Ability to Follow Through
- Time Management
- Detailed
REQUIREMENTS
Communicate well with all personality types and attitudes
Excellent computer and organization skills
Superb attention to detail and sense of urgency