Operations Coordinator

Operations Coordinator

The Operations Coordinator is a critical member of the Showroom and Design team, responsible for delivering an exceptional customer experience while ensuring efficient and accurate appointment scheduling for Design Consultants. Serving as a primary point of contact for customers—both in person and through phone and email communications—this role plays a key part in creating a seamless and professional brand experience at every interaction.

This position requires strong attention to detail, organizational skills, and the ability to manage multiple priorities in a fast-paced environment. The Operations Coordinator partners closely with the Centralized Scheduling Team to ensure the integrity and quality of scheduled consultations, while also supporting marketing initiatives, customer operations, and overall showroom performance.

In addition, this role contributes to the day-to-day operational success of the showroom by maintaining presentation standards, coordinating staff schedules, and assisting leadership with administrative and operational tasks. The ideal candidate is customer-focused, highly organized, and proactive in identifying opportunities to improve processes and enhance the overall customer journey.

Job Responsibilities

• Appointment Scheduling & Coordination
• Manage and coordinate appointment scheduling for Design Consultants in a timely, accurate, and detail-oriented manner.
• Optimize scheduling efficiency by balancing consultant availability, geographic considerations, and customer preferences.
• Review scheduled appointments regularly to ensure completeness of customer information, project notes, and proper routing to the appropriate consultant.

Centralized Scheduling Collaboration

• Partner closely with the Centralized Scheduling Team to align processes, improve scheduling accuracy, and ensure consistency across all booked consultations.
• Communicate daily regarding scheduling discrepancies, appointment quality issues, and process improvement opportunities.
• Proactively identify and resolve scheduling conflicts, errors, or service gaps to maintain a high standard of operational excellence.

Marketing Support

• Assist with execution of local marketing initiatives, including showroom events, promotions, and lead-generation activities.
• Coordinate marketing materials such as brochures, signage, and digital content to ensure brand consistency within the showroom.
• Track and report on incoming leads, campaign effectiveness, and appointment conversion rates in collaboration with marketing and sales teams.
• Support outreach efforts, including follow-up calls, email campaigns, and customer engagement initiatives to drive showroom traffic and appointments.

Customer Operations

• Deliver a high-quality customer experience by serving as a primary point of contact for showroom visitors and inbound inquiries.
• Manage customer communications including appointment confirmations, reminders, and follow-ups to ensure a seamless experience.
• Address customer concerns or issues promptly and professionally, escalating when necessary to management.
• Maintain accurate customer records, notes, and data within CRM systems to support sales and service continuity.
• Monitor customer flow within the showroom and ensure timely engagement by appropriate staff.

Showroom Maintenance & Presentation

• Maintain the showroom environment in alignment with company standards for cleanliness, organization, and visual presentation.
• Execute daily and weekly maintenance checklists as directed by the Sales Manager.
• Ensure all displays, samples, and materials are properly stocked, labeled, and presented in a professional manner.

Scheduling of Showroom Liaisons

• Coordinate and manage the scheduling of showroom liaisons to ensure adequate coverage during all operating hours.
• Align liaison schedules with peak traffic times, promotional events, and business needs to optimize customer service levels.

Operational Support

• Provide administrative and operational support to the Sales Manager and General Manager, including reporting, data tracking, and project coordination.
• Assist with inventory tracking, vendor coordination, and internal communications as needed.
• Support process improvements and implementation of best practices to enhance overall showroom efficiency and performance.

Qualifications

• Self-starter with a positive attitude, and ability to manage own schedule and comfortable working in a fast-paced environment
• Demonstrated success in representing a premium brand in a showroom environment while providing a premium customer experience
• Ability to provide an exceptional client experience aligned to the company values
• 2-3 years of experience of administrative and/or customer service experience in construction and/or in the home renovations/improvement industry – preferably within a luxury brand environment, or another similar field
• Calendar management and appointment scheduling experience required
• Detail oriented, organized and time management skills
• Proficient in Microsoft Office (Word, PowerPoint, Excel) and Google Sheets with strong computer literacy skills
• Ability to learn and use various our business systems (CRM, CAD, Salesforce, etc.)

Additional Information

• Hourly Rate from $23.00 to $27.00 DOE
• Health insurance
• PTO days, paid holidays, and sick days
• Cell phone reimbursement
• 401K retirement plan with company match
• Employee discount
• Grow your career with us – many promotional opportunities are available