Customer Service Representative

Customer Service Representative

The Customer Service Department plays an important role in the company and works closely with all departments to provide 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 flooring, cabinets, installation, and repair services. The successful candidate will be organized, accurate, responsive, and able to manage multiple priorities in a fast-paced environment. Experience with flooring and cabinets, particularly in customer service, order-processing, or installation environment, is highly valued.

Essential Duties and Responsibilities:

• Enter customer, homeowner, and job information accurately into orders and company systems, including information related to flooring and cabinet selections.
• Transcribe selection sheets for flooring, cabinet, installation, and repair orders.
• Create and process installation and repair work orders for flooring and cabinets.
• 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, including flooring and cabinet selections.
• Respond to customer and homeowner questions regarding orders, flooring and cabinet selections, 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.
• Working knowledge or experience with flooring and cabinets, including product selections, orders, installations, or repairs, is strongly preferred.
• Knowledge of new-home construction and installation processes 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, flooring and cabinet, 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

*This is not necessarily an all-inclusive list of job-related responsibilities, duties, skills, efforts, requirements or working conditions. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned as needed by the business.

"Flooring Services and our affiliated entities are proud to be an Equal Opportunity Employer. We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics."