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Field Operations Support in Northlake, IL (Corporate Market Support) at Empire Today

Date Posted: 6/10/2019

Job Snapshot

Job Description


Empire Today has been a leading provider of installed home improvements for 60 years. Empire offers the largest in-stock selection of flooring in the United States. Convenience, quality, and selection make Empire stand out. With Empire Today, homeowners and business customers can get quality Carpet, Hardwood, Laminate, Tile, Vinyl Flooring, and Window Treatments from top brands they know and trust. And because Empire warehouses thousands of products, customers can get the right product, professionally installed when they need it, as soon as the next day.  

Empire was founded in 1959 and provides service to more than 70 metropolitan areas in the United States. With more than three million satisfied customers, Empire Today is dedicated to its mission of Making Beautiful New Floors Easy. 

Business Area

At Empire Today, our Installation Department is the base of our company. All installation team associates work with the installers to ensure all customer, sales and internal requests and requirements are fulfilled. Through daily assignment, jobsite visits and post install inspections, the installation team helps our installers perform quality and complete installations while following our company mission of making beautiful new floors easy.


The Repair Pay and Chargeback Specialist is responsible for the compilation and reporting on all market Repairs, Original Installer assignment, and Chargeback transactions.  They will review data on a daily and weekly basis, identifying issues or negative trends, and then tracking the resolution of those issues.   In addition to doing standard weekly and monthly reporting, they will also write knowledge articles, and work with the Install Support Team leaders to develop and implement new Repair and Chargeback processes.   They will support the Contractor relations teams as well by identifying problems with specific installers, or markets.   This position reports to the National Installation Operations Manager.

  • Gather data and repair reports and charts that show trends in market rates, and identify areas of opportunity.
  • Weekly and monthly reporting of Repair pay, Original Installer assignment, and Chargebacks at the market, region and national level.
  • Will complete individual work order reviews daily to identify specific issues, determine root causes, and intervene with short and long term corrective actions.    
  • Process adjustments through the Accounting /Compensation teams for incorrect Repair or Chargeback activity
  • Perform quality assurance reviews on Repair transactions on a daily/weekly basis
  • Miscellaneous projects when needed
  • Other duties as requested or assigned
  • Travel to markets as required


The successful candidate will possess:

  • Four (4) years of customer service and financial experience, with focus on administration of programs.
  • Bachelor’s degree required.
  • Ability to work as a team with support departments outside of the branch
  • Strong ability to effectively communicate at all levels in written, verbal and presentation formats
  • Computer skills (MS Word, Excell (Advanced), Power Point, Outlook) required.


Employees are eligible for numerous benefits including:

  • A premium 401K Investment Plan, with the company matching your amount invested dollar for dollar up to 4% with no vesting.  Find another Company that can beat that!
  • Medical Insurance with several plan options and a Health Savings Account to meet you and your family’s health needs.
  • Prescription Drug Coverage
  • Dental Insurance – Twice a year visits at no cost.
  • Vision Insurance with materials coverage
  • Flexible Spending Accounts for Medical & Dependent Care
  • Wellness Program – A best in class program offering substantial awards payable right on your paycheck
  • Basic Life Insurance and AD&D
  • Short Term Disability Coverage
  • Long Term Disability Coverage
  • Employee Assistance Program
  • Paid Holidays including Floating Holidays
  • Paid Time Off (PTO) that grows with years of service
  • Empire Perks – An employee discount purchasing program offering you great savings on the things you want.

The company conducts a background check and drug screen for all new hires. 

Empire Today is an equal opportunity employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills.

By Submitting your resume and application information, you authorize Empire Today to transmit and store your information in the Empire Today group companies’ worldwide recruitment database, and to circulate that information as necessary for evaluating your qualifications for this or other job vacancies.