Job Description

 

Floor Doctors, an industry leading residential and commercial tile, stone, & concrete restoration company, is currently hiring lead service technicians to develop our world-class operations team. 

Position Overview
Provides support and assistance as a resource to new hires and peers. Provides coaching and supports development and acquisition of job specific skills. Contacts customers and verifies all sales information to ensure the integrity of every sale. Promotes payment options and benefits when on-boarding customers. Sets expectations regarding service delivery, guarantee, and calls.

Responsibilities

1. Receives sales routed from the sales department through the point of sale system and researches customers in company database to verify customer status (e.g., new, reinstated, up-sell, previous bad debt) and payment plan.
2. Applies customer service training and uses prepared scripts to address and resolve customer concerns and overcome objections by telephone.
3. Makes outbound, follow-up telephone calls to welcome and on-board new customers, confirm new sales, services and pricing. Verifies customer address, contact information and any special instructions.
4. Communicates the benefits of Prepay and EZ Pay as preferred payment options and encourages customers to adopt for attainment assigned goals and standards.
5. Follows standard policies, procedures and scripting when interacting with and resolving customer concerns to ensure quality outcomes. May deviate from standard scripts and processes to resolve escalated customer issues.
6. Follows procedures and uses an approved suite of offers and discounts to retain customers as appropriate.
7. Generates reports on overall audit center measurements as scheduled or needed. Takes action such as coaching with peers to influence performance metrics.
8. Enters and maintains customer data (e.g., contact information, service plan, billing information) into customer database accurately and timely.
9. Identifies and communicates improvement opportunities or trends impacting the customer experience to management.
10. Assists management with seasonal recruiting by conducting phones screens using scripted interview guides.
11. Conducts new hire training as needed. Distributes and reviews materials to help facilitate the training and on-boarding. Provides one-on-one training and coaching on specific job duties as needed.
12. Leads and/or participates in frequent role-play activities with new hires and peers to practice and improve customer relations skills (e.g., audit scripting, overcoming customer objections) and effectiveness.
13. Acts as a support resource for assistance to new hires and peers. Provides one-on-one coaching and mentoring. May provide performance feedback to new hires and supervisor.

Education and Experience Requirements

• High school diploma/GED required
• 2-3 years of customer service experience required; financial and/or sales experience required
• Call center or related experience strongly preferred

Knowledge, Skills, and Abilities

• Knowledge of auditing procedures and techniques
• Knowledge of lawn care services and products
• Customer service skills, including conflict resolution and telemarketing
• Accuracy and attention to detail for checking written and/or numerical data to detect errors or omissions
• Selling skills, including up-selling and overcoming objections
• Verbal and written communication skills
• Mathematical skills to calculate (add, subtract, multiply, and divide) in all units of measure, using whole numbers and decimals to determine rate, ratio, and percent
• Ability to work independently under limited supervision
• Coaching and mentoring skills
• Computer skills with Microsoft Office applications (Word, Excel, Outlook)
• Data entry skills
• Time management skills, including punctuality for on-time attendance

Position Overview

Leads the design, writing, development, and maintenance of instructor-led and e-learning content and support materials.  Coordinates the development cycle for projects including needs analysis, design, development, implementation, and evaluation.

Responsibilities
1. Leads the design, writing, development, and maintenance of instructor-led training (ILT) and e-learning courses/tutorials, webinars, user guides, quick reference guides, job aids, policies, procedures, and other learning and support materials
2. Executes and coordinates the development cycle for assigned projects including needs analysis, design, development, implementation, and evaluation
3. Identifies and recommends solutions to meet training needs and ensures alignment with business goals and objectives
4. Recommends media for delivery such as instructor-led training, e-learning, combination, or other media taking into account audience and business needs
5. Manages relationships with business partners and organizations to facilitate program development
6. May travel as needed for meetings and/or training

Competencies
• Customer Focus/Sales Growth
• Results Orientation/Sense of Urgency
• Change Mastery
• Integrity/Values
• Problem Solving and Decision Making

Education and Experience Requirements
• Bachelor’s degree with 3-5 years of instructional design and development experience required, or an equivalent combination of education and experience
• Master’s degree preferred
• Experience with training methodologies, instructional design systems, and processes required
• Experience with multimedia development software (e.g., Adobe tools, Articulate) and/or other simulation software required
• Experience recording and editing audio required
• Project management experience preferred

Knowledge, Skills, and Abilities
• Knowledge of instructional design principles and theories (e.g., adult learning theory, organizational development, Kirkpatrick model of evaluation, Bloom’s taxonomy, etc.)
• Knowledge and skill with multimedia development software (e.g., Adobe tools, Articulate) and other simulation software
• Knowledge of current and emerging learning technologies
• Knowledge and skill with Microsoft Office (Word, Excel, PowerPoint) applications
• Training and group facilitation skills and abilities
• Verbal and written communication skills, including presentations
• Analytical skills and attention to detail
• Knowledge and skill to organize, plan, manage, execute and evaluate projects

 

Position Overview
Monitors and evaluates the quality of inbound and/or outbound telephone calls. Documents quality issues and performance measures for management review. Provides information to assist in the feedback and formal education process of individuals on the phone.

Responsibilities
1. Monitor in bound & outbound calls from potential and actual customers
2. Conducts call scoring audit for each call monitored and weekly calibration sessions
3. Communicates and reports call performance to the appropriate manager / supervisor
4. Maintain call monitoring database metrics for assigned team of sales associates
5. Provide recorded call conversations to supervisors for associate coaching sessions
6. Alert appropriate supervisor / leadership to unusual or inappropriate calls by associates
7. Provide reports & updates on daily, weekly and monthly basis regarding call performance

Education and Experience Requirements 

• High School Diploma or general education degree (GED); or one to three years of related experience and/or training; or equivalent combination of education and experience.
• Requires general knowledge of the organization, products, and/or services.

Knowledge, Skills, and Abilities 

• Oral and Written Communication Skills
• Organizational Skills
• Analytical Skills
• Ability to prioritize multiple tasks
• Customer Service Skills
• Team Development Skills
• Time Management Skills

Physical Demands & Working Conditions

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Regularly required to:

  • Sit, stand and walk
  • Use hands and arms to handle, feel or reach
  • Speak and hear
  • Use close vision abilities

Occasionally required to:

  • Lift or move up to 25 lbs
  • Stoop, kneel, crouch or crawl

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Noise level

*Low to moderate

Adverse Conditions

*Minimal

Responsibilities

1. Evaluates the quality of service provided to customers and develops procedures to minimize customer complaints. Ensures diplomacy concerning customer service-related concerns.
2. Coaches and develops lawn specialists and trainees. Works with other managers to identify ways to reduce customer cancellations.
3. Recruits, interviews and selects personnel needed to efficiently staff the service function. Evaluates performance, makes salary recommendations, and administers disciplinary actions consistent with company policy.
4. Plans and conducts new hire and on-going training for service personnel in customer service skills, technical skills, safety policies, and procedures.
5. Supervises a team of technicians to ensure service (production and sales) goals are met. Maintains positive morale among personnel and actively promotes teamwork.
6. Examines associate work for accuracy, neatness, and conformance to best practices as well as company policies and procedures.
7. Determines work procedures issuing oral and written instructions. Expedites workflow by coordinating the sharing of information between customer and field technician. Prepares work schedules and assigns and monitors duties to service personnel for efficiency.
8. Prepares composite reports from individual reports of subordinates. Conducts daily and weekly management meetings.
9. Ensures that a safe workplace is provided for all associates by ongoing training and adherence to company policies.
10. Maintains Department of Transportation Pre/Post Trip Inspection and Drive Qualification files. Ensures current licensing is maintained by all associates as required by company policy/state and/or federal law.

Education and Experience Requirements

• Associate’s degree in a business-related discipline and two (2) or more years of related experience in lawn/horticulture/agronomy/lawn care services required, or an equivalent combination of education and experience.
• 2+ years of supervisory management experience required
• Certificates, licenses, and registrations as required by federal and state law
• Bachelor’s degree and sales experience preferred • Requires extensive local travel.

• Valid, permanent driver’s license from state of residence and a clean driving record per company standards are required. Current liability auto insurance required. Must be able to obtain and maintain a valid DOT medical card. Must be 21 years of age by date of hire.

Knowledge, Skills, and Abilities

• Excellent verbal and written communication skills
• Ability to communicate effectively at all levels of leadership and with front line staff
• Excellent leadership skills in team building, selecting talent, training, mentoring and developing a sales team, executing goals
• Excellent time management skills
• Practical knowledge of service industry and experience in developing and executing sales plans
• Business process analysis skills
• Computer skills with Microsoft Office applications (Word, Excel, Outlook, PowerPoint)

Physical Demands & Working Conditions

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Regularly required to:
• Sit or stand
• Walk on uneven surfaces or climb stairs for an extended period of time
• Use hands and arms to handle, feel or reach
• Speak and hear
• Use vision abilities for close, distance, color, peripheral, depth, and focus
• Lift up to 50 lbs independently
• Push and pull equipment

Occasionally required to:
• Stoop, kneel, crouch or crawl

Noise level
• Moderate to loud

Adverse Conditions
• Subject to outdoor weather conditions which may include extreme cold, extreme heat, or wet conditions
• Subject to exposure to animals and insects
• Regularly exposed to chemicals using appropriate safety equipment
• Occasionally work near mechanical or moving parts

Requirements

  • Proof of U.S. citizenship
  • English literacy
  • Valid Drivers License in order to operate a company vehicle
  • High School degree; additional experience as a contractor, trade worker, or technician is a plus, but not necessary
  • Ability to work flexible shifts and to adapt to changing work schedules
  • Familiarity with mobile tools and applications, as you will be given a smartphone
  • Experience with basic hand and power tools
  • Physically able to meet requirements of the job which may include working in confined spaces and kneeling down on your knees frequently (knee protection gear will be provided). You must regularly be able to lift and/or move up to 50 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust and focus.
  • Ability to manage stress well
  • Ability to provide excellent customer service
  • Must be able to work independently with little or no supervision
  • Must be well organized, yet flexible

 

Details

 

Start: A.S.A.P.

Schedule: Part-Time

Hours: Mon-Sat, 3 Days/week, 20-25 hours per week

Pay: $22-25/hour D.O.E. + $100 monthly bonus if no customer complaints

Responsibilities

  • Perform hard surface restoration service work
  • Provide customer support during field visits or dispatches
  • Coordinate complex schedules and coordinate with service technicians at multiple job sites
  • General clerical duties including typing, photocopying, scanning, and printing
  • Keep sensitive information highly confidential at all times.
  • Schedule and coordinate meetings, estimates, and appointments
  • Produce timely and detailed service reports
  • Tie workflow to schedule
  • Manage all on site service, repair, and maintenance
  • Diagnose errors or technical problems and determine proper solutions
  • Operate vehicle in a safe manner and use field automation systems
  • Keep company vehicle and equipment properly serviced, clean, and in good working order and condition
  • Manage equipment inventory
  • Follow all company’s filed procedures and protocols
  • Assist with the hiring workflow including screening candidates, conducting interviews, and training
  • Cooperate with general manager and share information across the organization
  • Comprehend customer requirements and make appropriate recommendations/briefings
  • Build positive relationships with customers

 

We are actively interviewing for this position - Apply today by e-mailing your resume and cover letter to info@floordrs.com and our hiring manager will follow up!
*Please note before submitting your resume: as a company, we take hiring very seriously. Resumes without a cover letter will not be considered. Although we are unable to follow-up with each and every applicant, we do our best to run a thorough process for candidates with whom we identify a potential fit.*

Floor Doctors is an equal opportunity employer. We are committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical​​​ condition, pregnancy, genetic information, gender, sexual orientation, gender identity or ​expression, veteran status, prior record of arrest or conviction (except as provided by law), or any other status protected under federal, state, or local law.