Flooring Customer Service Representative

Job Description

Job Description

Primera is a multi-award winning home interiors company with operations in Arizona, Colorado, Nevada, California and New Mexico. We offer a wide range of branded cabinetry, countertops, flooring, wall tile, and window coverings together with comprehensive design and installation services. We are committed to providing high quality service to new homebuilders, home centers, independent designers, and commercial developers.

Position Summary
This role is responsible for playing a key role in delivering exceptional service and support to both internal and external customers. This position requires strong communication skills, attention to detail, and problem-solving abilities. As a frontline representative of the company, this role is expected to embody Primera’s core values of Create Shareholder Value, Personal Accountability, Brand Ambassador, Solutions Driven, and Relationship Centered in every interaction.

Prior experience in the construction or homebuilding industry is a plus, but not required. We’re willing to train the right candidate who brings a strong customer service background, excellent communication skills, and a willingness to learn.

Key Responsibilities
• Communicate daily with Primera Service Technicians and Field Service Representatives (FSRs) to resolve installation and service-related challenges collaboratively.
• Maintain accurate and detailed service documentation and order entry data.
• Analyze internal reports daily to prevent ticket aging, delayed revenue recognition, and data entry errors.
• Monitor external customer reports and websites to acknowledge service requests within 48 hours of submission and to provide updates on outstanding service requests.
• Invoice builders accurately and promptly by utilizing provided resources within 48 hours of request.
• Manage the complete life cycle of service tickets, from creation through closure to avoid aging.
• Respond to all email inquiries within 24 hours to maintain a high level of customer satisfaction
• Manage individual workload and prioritize tasks effectively to meet deadlines.
• Create and maintain organized internal files for precise and accessible record-keeping.
• Perform additional duties and special projects as assigned to support departmental and organizational objectives.

Qualifications
• High school diploma or equivalent required
• Strong interpersonal and communication skills required
• Exceptional organizational skills with strong attention to detail and accuracy required
• Prior data entry experience strongly preferred
• Prior customer service experience required
• Proficiency with Microsoft Office Suite (Outlook, Teams, One Drive, Word, Excel) required
• Industry experience in homebuilding, construction, or similar fields strongly preferred

Work Environment
• This position is based in a fast-paced corporate office setting that may include frequent interruptions and time sensitive deadlines to meet
• Standard office hours apply, with occasional flexibility required for evenings and weekends as needed

Physical Requirements
Tasks involve the ability to exert light physical effort in sedentary to light work, but which may involve some lifting, carrying, pushing, or pulling of objects and materials of light -weight (5-10 pounds). Tasks typically involve extended periods of time at a keyboard or workstation. Work is performed in usual office conditions with rare exposure to disagreeable environmental factors.