Job Description

GENERAL SUMMARY:

Supervise and oversee daily workflow related to scheduling service and repair activities of Service Technicians. Provides direction to Service Techs to achieve productivity standards related to Customer Service and furniture repair. Responsible to maintain service levels regarding quality, accuracy, customer satisfaction and related performance metrics. Hire, train, evaluate, Service Tech performance as needed. Assist in problem resolution and troubleshooting to resolve customer issues. Maintain time and personnel records. Observe and enforce both local, state, and federal OSHA and DOT safety rules and regulations. Encourage safe work behaviors and promptly correct conditions and unsafe behaviors which may lead to accidents. When necessary, serve as project lead for repair activities, to endure customer satisfaction

ACCOUNTABILITIES:

• Review questionable customer uploaded photos to insure the planned action is appropriate
• Review Service Tech reports, coach and develop as needed
• Review questionable part orders to insure the correct part necessary for the repair is ordered.
• Promptly respond to e-mails and calls from Haverty Associates as needed
• Respond to CSR questions while customers are still on the phone
• Take escalated calls as requested by the DA Manager about technical issues in the customers’ home
• Must be able to regularly travel

QUALIFICATIONS:

• Strong verbal and written communication skills
• Demonstrated time management and organizational skills
• Strong interpersonal skills with the ability to collaborate across departments
• Ability to work under short lead-times and deadlines
• Computer literacy including competency related to Microsoft Windows based desktop applications
• Ability to manage customer relationships during the installation process

EDUCATION:

• High school graduate or GED
• Technical school or Furniture Repair training preferred

EXPERIENCE:

• 5-10 years of furniture repair and touch up experience including upholstery, woodworking, and leather repair.
• 2-5 years of proven leadership and team management

ESSENTIAL FUNCTIONS:

While performing the duties of this job, the employee is frequently required to stand; walk; reach with hands and arms and stoop, kneel, crouch, or crawl. The employee is occasionally required to sit. The employee must frequently lift and/or move up to 40 pounds. Specific vision abilities required by this job include color vision. Candidates must successfully complete a physical assessment to be considered for the position.

The above declarations are not intended to be an all-inclusive list of duties and responsibilities of this role, nor are the intended to be a listing of the skills and abilities required to do the job. Rather, they are intended only to describe the general nature of the job and a reasonable representation of its activities.