Customer Experience Associate

Job Description

Job Description

Benefits:

• Flexible schedule
• Opportunity for advancement
• Paid time off
• Training & development

Join Our Team as the main Customer Experience provider with Floor Coverings International!

At Floor Coverings International, we're not just a flooring company; we're the #1 mobile flooring company in North America. With over 300 locations spanning the United States and Canada, we've revolutionized the flooring industry with our unique shop-at-home model, making it possible for customers to get the perfect new floors without ever leaving their homes. We take pride in our exceptional service, and our 400,000+ satisfied customers give us an average rating of 4.9 stars.

As the Customers Service Champion with FCI Floors, you play a vital role in the growth and expansion of our local franchise. A successful Customer Service Associate will not only create an experience that every customer enjoys, they will also behind the scenes help enable us to write more estimates, efficiently schedule and manage projects, support our marketing efforts, and maintain accurate financial records for the business.This role contains a balance of all these Functions, but it is paramount to the business to create a top notch customer experience from the initial contact through the finished flooring project.

Benefits and Perks:

• Full-time position with 32-40 hours per week.
• Bonus opportunities.
• No experience is required, but 1-3 years of experience is preferred.
• Extensive training programs and support.
• Opportunity to learn many aspects of business operations.
• Use of the Mobile Showroom for work appointments when available (insurance and gas covered by the company).

Responsibilities:
Marketing & Customer Relations

• Build strong rapport with customers, providing exceptional customer service.
• Efficiently schedule appointments for our Design Associates.
• Follow up on open proposals to ensure customer satisfaction.
• Assist in developing, managing, and implementing local marketing initiatives.
• Support and participate in home shows and events (some evenings and weekends may be required).
• Maintain an organized and inviting office space.

Financials

• Update QuickBooks daily, accurately recording all income and expenses (experience preferred, training provided).
• Generate job costing reports within 24 hours of completed installations.
• Track, prepare, and manage timely payment of business-related expenses.

Production

• Collaborate with the Owner weekly to discuss recent sales, review customer expectations, and manage product orders.
• Accurately order all necessary products for jobs and follow up on delivery.
• Coordinate schedules between customers and installers for efficient job scheduling.
• Communicate start dates and times with installers and customers.
• Keep customers informed about ongoing installation details and job progress.
• Obtain written permission for any changes in contracted work.
• Confirm scope of work and compensation with installers prior to the start of each job.
• Update InspireNet daily with job status and upcoming schedules (training provided).

Continuous Improvement

• Attend weekly meetings with the Owner at scheduled times.
• Work towards weekly and monthly goal achievement.
• Be open to attending training seminars at the owners discretion.
• Make decisions and act in alignment with Floor Coverings International's core values and mission.

Qualifications:

• Strong communication skills, particularly over the phone.
• Exceptionally organized and detail-oriented, with strong multitasking abilities.
• Experience in bookkeeping using QuickBooks is preferred.
• Capable of working independently without constant supervision.

Join us in creating beautiful spaces for our valued customers while enjoying a dynamic and rewarding career as an Office Manager with Floor Coverings International.

Apply today and be a part of our success story!