Office Manager & Customer Care Coordinator

Office Manager & Customer Care Coordinator

Floor Coverings International is a leading mobile flooring company with more than 225 locations across the United States and Canada. Our locally owned Lakeland franchise serves residential and commercial customers throughout Polk County and surrounding communities. We are seeking a dependable, organized, and customer-focused Office Manager & Customer Care Coordinator to help us improve daily operations, customer communication, lead follow-up, and project administration. This position is ideal for someone who enjoys helping people, creating order, following through on details, and growing with a small business. You will work directly with the owner, sales consultants, project coordinator, customers, vendors, and installation partners.

Primary Responsibilities

• Answer incoming calls, texts, and emails professionally.
• Respond to new leads promptly and schedule qualified appointments.
• Confirm appointments and maintain accurate customer information.
• Follow up with unsold proposals and older leads.
• Communicate with customers before, during, and after their projects.
• Request reviews and referrals from satisfied customers.
• Help resolve routine customer questions and escalate concerns when necessary.
• Provide administrative support to the owner and sales team.

Office and Project Administration

• Maintain organized digital and physical customer files.
• Update Salesforce, calendars, project boards, and company records.
• Collect signed agreements, payments, product information, and project documents.
• Assist with ordering materials and monitoring estimated delivery dates.
• Help coordinate project schedules with the owner and project coordinator.
• Communicate approved scheduling information to customers and installers.
• Document changes, delays, customer concerns, and project updates.
• Keep the office, sample area, and showroom organized and presentable.

Financial and Recordkeeping Support

• Record payments, receipts, bills, and project documentation accurately.
• Assist with basic QuickBooks Online data entry when assigned.
• Organize vendor invoices and installer payment documentation.
• Help maintain job-costing information and identify missing documents.
• Prepare information for the owner, bookkeeper, or accountant.

Marketing and Business Support

• Assist with social media scheduling and basic local marketing activities.
• Help organize customer photos, testimonials, and completed-project information.
• Support home shows, networking events, and community outreach when scheduled.
• Help maintain prospect lists and follow-up campaigns.
• Support relationships with Realtors, builders, property managers, contractors, and local businesses.

Qualifications

• One to three years of office administration, customer service, scheduling, sales support, or home-services experience is preferred.
• Flooring or construction experience is helpful but not required.
• Strong telephone, written, and interpersonal communication skills.
• Organized, dependable, detail-oriented, and comfortable managing multiple priorities.
• Able to follow established processes while using good judgment.
• Comfortable learning CRM, scheduling, email, and cloud-based business systems.
• QuickBooks Online experience is a plus.
• Able to handle customer and business information professionally and confidentially.
• Reliable transportation and consistent attendance are required.
• Able to work independently while communicating regularly with the owner and team.

Schedule and Compensation

• Part-time W-2 position.
• Approximately 2530 hours per week.
• Primarily weekday hours, with occasional scheduled events or extended coverage.
• Starting pay of $16$21 per hour, based on relevant experience.
• Paid training and onboarding.
• Opportunity for performance incentives based on measurable results.
• Potential to grow into a full-time Office Manager position as company revenue and operational needs increase.

This is an in-person role based in the Lakeland/Auburndale area. It is not currently a remote position.

What We Offer

• Direct training and support from the business owner and franchise resources.
• A professional but family-oriented small-business environment.
• The opportunity to make a visible impact on company growth.
• Exposure to residential and commercial flooring operations.
• Increased responsibility and advancement opportunities based on performance and business growth.
• A veteran-owned culture grounded in integrity, accountability, service, and respect.

What Success Looks Like The successful candidate responds to leads quickly, keeps customer and project information current, follows through without repeated reminders, communicates proactively, maintains organized records, and helps create a dependable experience for customers and team members.

Compensation: $16.00 - $21.00 per hour

Floor Coverings International is the #1 mobile flooring franchise in North America. Our unique shop-at-home model allows customers to get perfect new floors without ever leaving their home. Our 400,000+ customers give us an average 4.8 star rating. That's a big reason why we're growing six times faster than our competitors. This rapid growth has increased our immediate need to keep up with demand by increasing the size of our teams. If you are a service-minded individual who loves to have fun we are the company for you!

This franchise is independently owned and operated by a franchisee. Your application will go directly to the franchisee, and all hiring decisions will be made by the management of this franchisee. All inquiries about employment at this franchisee should be made directly to the franchise location, and not to Floor Coverings International Corporate.