Customer Service Representative

Customer Service Representative

The Customer Service Representative supports the company's commitment to providing an excellent customer experience by working closely with customers, homeowners, builders, sales representatives, and internal departments.

This position spends much of the workday communicating by telephone and email, entering and processing installation and repair orders, responding to questions, updating records, and helping resolve customer concerns. The successful candidate will be organized, accurate, responsive, and comfortable working in a fast-paced environment with multiple priorities and deadlines.

Essential Duties and Responsibilities

• Enter customer, homeowner, job, and order information accurately into company systems.
• Transcribe selection sheets for installations and repairs.
• Create, review, and process installation and repair work orders.
• Proofread orders, records, and supporting documentation 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 for reselections, scheduling changes, and rescheduled installations.
• Respond to customer and homeowner questions regarding orders, installations, repairs, and scheduling.
• Research and assist with resolving customer service issues and order discrepancies.
• Communicate relevant updates to sales representatives, operations teams, and other 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 efficiently in a fast-paced environment.
• Ability to work independently and collaboratively as part of a team.
• Ability to communicate professionally with customers, homeowners, builders, sales representatives, and internal employees.
• Basic computer proficiency, including experience with email, data-entry systems, and standard office applications.
• Typing speed of at least 40 words per minute preferred.
• Basic reading, writing, and mathematical skills.
• Knowledge of flooring, installation operations, 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.

Disclaimer

This job description is not intended to contain a complete list of all responsibilities, duties, skills, efforts, requirements, or working conditions associated with the position. It is intended to provide an accurate overview of the role as it currently exists. Management reserves the right to revise the position or assign additional or different duties based on business needs.

Equal Employment Opportunity

Flooring Services and its affiliated entities are proud to be Equal Opportunity Employers. Employment decisions are made without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, gender expression, age, protected veteran status, disability, or any other characteristic protected by applicable law.