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Installation Service Coordinator (Customer Service)

Lumber Liquidators Richmond, VA
  • Expired: over a month ago. Applications are no longer accepted.

Job Summary: This position is responsible for the daily management of installation projects for Lumber Liquidators Installation Service (LLIS), enabling store associates to sell wood flooring and installation services, ensuring complete customer satisfaction, and enhancing the Lumber Liquidators brand. The Installation Projects Coordinator (IPC) must achieve or exceed performance metrics, conversion rates, customer experience goals and fulfillment timelines while adhering to company policies and governmental regulations/compliance and ensuring highest customer satisfaction.

Primary Functions:

Process requests for flooring project measures and quotes for customers

Schedule measures utilizing contracted Installation Providers (IPs)

Following measure, create accurate flooring installation project quotes

Develop and maintain detailed project schedules and timelines to ensure project completion and quality

Record metrics on completion and quality

Partner with store associates to deliver sales support and high customer satisfaction through order, delivery, and installation process and if needed, issue resolution

Call assigned stores daily to give and receive updates

Update Communication Log throughout shift and forward to stores at the end of each shift

Assist fellow IPCs daily to ensure all store and customer requests are responded to for maintenance of proper service levels

Maintain financial records and reconciles invoices and expenses to company standard.

Submit installation invoices for processing throughout the week

Maintain consistent clear and professional communication with peers, assigned stores, IPs, Regional Managers (RM), and Regional Installed Sales Manager (RISM) for assigned stores and/or region(s)

Attend weekly conference call with assigned regions and/or stores

Deliver on all other performance measures that indicate the quality of the sale, margin and customer experience

Provide feedback to IPs during and after projects as needed to reinforce success.

In partnership with store operations and leaders, provide quality metrics to enhance performance

Adhere to Standard Operating Procedures (SOP) in the performance of all duties

Knowledge, Skills & Abilities

2+ years of related work experience, preferably in customer service, project management or product installation roles

Computer Skills / Special Equipment Knowledge:

Intermediate to Advanced Microsoft Office skills required

Experience with retail POS systems preferred

Education & Experience

High school diploma, required

Lumber Liquidators

Why Work Here?

Driving our success are associates with a commitment to providing customers with the highest quality product at the lowest prices.

With over 400 locations, Lumber Liquidators is North America’s largest specialty retailer of hardwood flooring. The Company features more than 340 first quality flooring varieties, including solid and engineered hardwood, bamboo, cork, laminate and resilient vinyl. Additionally, Lumber Liquidators provides a wide selection of flooring enhancements and accessories to complement, install and maintain your new floor. Every location is staffed with flooring experts who can provide advice and useful information about Lumber Liquidators’ low priced product, much of which is in-stock and ready for delivery. Lumber Liquidators has achieved a reputation for offering great value, superior service and a broad selection of high-quality hardwood flooring products. Lumber Liquidators offers an extensive assortment of exotic and domestic hardwood species, engineered hardwoods, laminates, bamboo and cork at low prices designed to appeal to a diverse customer base. The Company also provides a wide selection of flooring enhancements and accessories, including moldings, noise-reducing underlay, adhesives and flooring tools. The Company’s product offering is substantially comprised of proprietary brands, including its flagship Bellawood brand.


5211 West Broad St., Richmond, VA 23230
Richmond, VA