Customer Care Representative

MCAF LLC; Cincinnati (OH); On-site; USD 36,000 - 48,000; Full time

Job summary

McSwain Carpets & Floors is seeking a friendly Customer Service Representative in Cincinnati, OH to support customers, sales teams, installation managers, and operations staff. You will help coordinate installations, resolve concerns, and ensure high-quality service.

The ideal candidate excels in communication, stays organized in a fast-paced environment, and is motivated to learn our systems and processes. Training in NetSuite and cross-divisional collaboration will be provided.

Qualifications

• Previous customer service or administrative experience preferred.
• Excellent verbal and written communication skills.
• Strong problem-solving skills and the ability to handle customer concerns professionally.
• Ability to multitask, prioritize responsibilities, and stay organized in a busy work environment.
• Proficiency in Microsoft Office and general computer applications.
• Experience with NetSuite or similar order management software is a plus.

Responsibilities

• Answer incoming customer calls and provide friendly, professional, and timely assistance.
• Assist customers with installation scheduling, service requests, and general questions.
• Research and resolve customer concerns, following through until issues are addressed.
• Communicate with sales representatives, installation managers, and operations teams to ensure a smooth customer experience.
• Coordinate customer requirements and communicate important details to installation teams.
• Enter and maintain accurate customer information, orders, and account records in NetSuite.
• Assist with account setup, order processing, and billing-related questions.
• Follow up with customers after installations to ensure satisfaction and address any concerns.
• Provide administrative support to sales and operations personnel as needed.
• Manage multiple tasks and priorities while maintaining accuracy and attention to detail.
• Work collaboratively with team members across our Retail, Builder, and Commercial divisions.
• Identify opportunities to improve customer service and internal processes.
• Perform other duties as assigned.

Skills

Customer service

Communication

Multitasking

Organization

Data entry

Tools

NetSuite

Microsoft Office

Job description

Description

Join the McSwain Carpets & Floors Team!

McSwain Carpets & Floors is looking for a friendly, dependable, and detail-oriented Customer Service Representative to join our team!

We are seeking someone who enjoys helping people, solving problems, and working in a fast-paced environment. The ideal candidate is a strong communicator, highly organized, and committed to providing an exceptional customer experience.

As a Customer Service Representative, you will play an important role in supporting our customers, sales teams, installation managers, and operations staff. You will help coordinate installation schedules, resolve customer concerns, and ensure that every customer receives the quality service McSwain Carpets & Floors is known for.

Key Responsibilities

• Answer incoming customer calls and provide friendly, professional, and timely assistance.
• Assist customers with installation scheduling, service requests, and general questions.
• Research and resolve customer concerns, following through until issues are addressed.
• Communicate with sales representatives, installation managers, and operations teams to ensure a smooth customer experience.
• Coordinate customer requirements and communicate important details to installation teams.
• Enter and maintain accurate customer information, orders, and account records in NetSuite.
• Assist with account setup, order processing, and billing-related questions.
• Follow up with customers after installations to ensure satisfaction and address any concerns.
• Provide administrative support to sales and operations personnel as needed.
• Manage multiple tasks and priorities while maintaining accuracy and attention to detail.
• Work collaboratively with team members across our Retail, Builder, and Commercial divisions.
• Identify opportunities to improve customer service and internal processes.
• Perform other duties as assigned.

Qualifications & Skills

• Previous customer service or administrative experience preferred.
• Excellent verbal and written communication skills.
• Strong problem-solving skills and the ability to handle customer concerns professionally.
• Ability to multitask, prioritize responsibilities, and stay organized in a busy work environment.
• Proficiency in Microsoft Office and general computer applications.
• Experience with NetSuite or similar order management software is a plus.
• Strong attention to detail and accuracy in data entry and recordkeeping.
• Ability to work independently while contributing to a team environment.
• Dependable, self-motivated, and committed to following through on responsibilities.
• Positive attitude and a willingness to learn new systems and procedures.
• Experience in the flooring, construction, home improvement, or installation industry is helpful but not required.

What We're Looking For

At McSwain Carpets & Floors, we believe great customer service starts with great people. We're looking for someone who:

• Puts customers first and takes pride in delivering excellent service.
• Takes ownership of customer questions and follows through to resolution.
• Works well with others and builds positive relationships with coworkers and customers.
• Stays calm under pressure and can manage multiple requests throughout the day.
• Pays attention to details and understands the importance of accurate information.
• Is eager to learn and willing to grow with our company.

What You Can Expect

• A supportive, team-oriented work environment.
• Hands-on training in our customer service processes and NetSuite system.
• Opportunities to learn about the flooring industry and work with multiple business divisions.
• A role where your contributions directly impact customer satisfaction and the success of our team.
• The opportunity to build a long-term career with an established flooring company.

McSwain Carpets & Floors is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all qualified applicants.