Job Description

The Customer Service Department plays an important role in the company and works closely with all departments to provide an excellent customer experience.

The Customer Service Representative communicates regularly with internal and external customers by telephone and email. This position is responsible for addressing questions, resolving issues, collecting and entering information, and processing orders for installation and repair. The successful candidate will be organized, accurate, responsive, and able to manage multiple priorities in a fast-paced environment.

Essential Duties and Responsibilities

• Enter customer, homeowner, and job information accurately into orders and company systems.
• Transcribe selection sheets for installations and repairs.
• Create and process installation and repair work orders.
• Review and proofread orders, documents, and data for accuracy and completeness.
• Respond to emails in a timely and professional manner.
• Answer incoming telephone calls and promptly return missed calls and voicemail messages.
• Update records when selections change or installations are rescheduled.
• Respond to customer and homeowner questions regarding orders, installations, repairs, and scheduling.
• Research and assist with resolving customer service concerns.
• Communicate order updates and relevant information to internal departments.
• Complete daily assignments and meet established deadlines with a sense of urgency.
• Support teammates and assist with departmental responsibilities as needed.
• Operate standard office equipment, including computers, telephones, printers, scanners, and copiers.
• Maintain the confidentiality of customer, employee, and company information.
• Follow company policies, procedures, and applicable confidentiality requirements.
• Perform other duties as assigned based on business needs.

Required Skills and Abilities

• Strong customer service and interpersonal skills.
• Strong written and verbal communication skills.
• Accurate data-entry and proofreading skills.
• Strong attention to detail.
• Ability to manage multiple tasks, deadlines, and changing priorities.
• Ability to work independently and collaboratively as part of a team.
• Ability to communicate professionally with customers, homeowners, builders, sales representatives, and internal employees.
• Ability to work with a sense of urgency in a fast-paced environment.
• Basic computer skills and experience using email, data-entry systems, and standard office software.
• Typing speed of at least 40 words per minute preferred.
• Basic reading, writing, and mathematical skills.
• Knowledge of flooring, installations, or new-home construction is a plus.

Education and/or Experience

• High school diploma or GED required.
• College coursework or a college degree is a plus.
• Three to five years of customer service, order-processing, administrative, or related experience preferred.

Physical Demands

• Ability to occasionally lift and carry items weighing between 1 and 10 pounds.
• Ability to remain seated or stationary for prolonged periods.
• Ability to frequently use hands and fingers to type, handle documents, operate office equipment, grip, and reach.
• Ability to occasionally stand and walk.
• Ability to hear, understand, and distinguish speech and other sounds.
• Ability to communicate effectively by telephone, email, and in person.
• Ability to view computer screens and printed documents for extended periods.

Benefits

• Medical, dental, and vision coverage.
• 401(k) retirement plan.
• Paid holidays.
• Vacation and personal time.
• On-site gym facility.
• Employee appreciation events.

This job description is not intended to be an all-inclusive list of job-related responsibilities, duties, skills, requirements, or working conditions. It is intended to provide an accurate overview of the position as it currently exists. Management reserves the right to revise the position or assign additional or different duties based on business needs.

Flooring Services and our affiliated entities are proud to be Equal Opportunity Employers. We do not discriminate based on race, color, religion, national origin, sex, gender, sexual orientation, gender identity, gender expression, age, protected veteran status, disability, or any other characteristic protected by applicable law.

Posting Pay Range

24-31