Customer Experience Coordinator

ReFloor; Troy (MI); On-site; USD 25,000 - 30,000; Full time

Benefits offered by this job

401K retirement plan

Medical, Dental, Vision Insurance

Life Insurance

Job summary

Refloor is seeking a Customer Service Representative to oversee the customer experience during flooring installations. You will provide timely updates, set clear expectations, and ensure a consistently positive experience for customers.

You will manage project progress from scheduling to completion, coordinate with installation teams and internal partners, and maintain strong, responsive communication to prevent disruptions.

Qualifications

• Experience delivering high-quality customer experiences across interactions, including inquiries and order support.
• Strong communication skills, both written and verbal, with a professional and empathetic tone.
• Ability to manage multiple projects and tasks with strong organizational skills.

Responsibilities

• Own the customer experience throughout the flooring installation journey, providing timely updates and clear expectations.
• Coordinate installation projects from start to finish, ensuring on-time progress and informed customers.
• Build and maintain trust with customers, installation teams, and internal partners through responsive communication.

Skills

Customer service

Communication skills

Problem solving

Project coordination

Relationship building

Attention to detail

Job description

Become a part of our team as an Customer Service Representative where you will play a key role in providing outstanding experiences for our customers. Take your career to the next level! At Refloor, growth is not just a promise – it is a reality.

Who is Refloor?

Refloor is America's fastest-growing flooring company, and we owe our success to YOU. It's individuals likeyouwho join our team, fuel our growth, and make us want to continue to thrive. We are committed to team development and customer satisfaction, expanding our reach, and ensuring customers receive nothing less than 5-star experiences. Join us and be part of our exciting journey!

Job Responsibilities

• Customer Experience Ownership: Serve as a primary point of contact for customers throughout their flooring installation journey, providing timely updates, clear expectations, and a consistently positive experience.
• Project Coordination: Manage the daily progress of assigned installation projects from scheduling through completion, ensuring work stays on track and customers remain informed at every stage.
• Relationship Building: Build trusted relationships with customers, installation teams and internal partners through responsive communication, professionalism, and follow-through.
• Customer Support and Resolution: Respond to customer questions, concerns, and service requests with empathy and urgency. Partner with on-site installation crews to resolve basic technical issues, coordinate change orders and prevent disruptions to the customer experience.
• Clear Communication: Communicate installation timelines, project updates, next steps, and any changes in a way that is easy for customers to understand.
• Issue Escalation and Problem Solving: Identify potential service concerns early, make informed decisions, and coordinate solutions that support a smooth installation and high customer satisfaction.
• Payment Support: Collect payments for contracted services, maintain accurate documentation, and guide customers through additional payment processes in accordance with company guidelines.
• Customer-First Mindset: Passionate about delivering an exceptional customer experience and going above and beyond to build trust and satisfaction.
• Empathy and Professionalism: Able to listen actively, communicate with patience, and handle customer concerns with care and confidence.
• Strong Communication Skills: Comfortable connecting with customers, installation crews, and internal teams through clear, friendly and professional communication.
• Proactive Service Approach: Takes initiative to anticipate customer needs, follow up on open items, and address concerns before they become larger issues.
• Problem Solving and Decision Making: Able to assess situations, identify practical solutions, and make sound decisions that support both the customer and the installation process.
• Organization and Attention to Detail: Skilled at managing multiple projects, tracking documentation and following through on important customer commitments.
• Comfort With Change: Remains calm, flexible, and solutions-focused while navigating changing timelines, customer needs and project conditions.
• Flooring or Home Improvement Experience Preferred: Experience in flooring, construction, home improvement, project coordination, or customer service is preferred, but not required.

What does Refloor offer?

• Hourly range: $18-$22
• 401(K) retirement plan
• Comprehensive Medical, Dental, and Vision Insurance
• Life Insurance coverage
• Opportunities for Advancement

At Refloor, we take pride in our commitment to quality and customer satisfaction. If you're a detail-oriented, customer-focused individual who is ready to coordinate Luxury Vinyl Plank flooring installations, we want to hear from you!

Yes, we are building the fastest and most-trusted flooring company in America; and yes, our floors are fabulous; and yes, they do come with a lifetime guarantee -- but we know that the real superpower behind our success comes from the fact that we are a PEOPLE company first.

If you are looking for a company that supports you, where the team is the #1 asset, and everyone is empowered to expand their skill set and drive their careers... then come get in on the ground floor with the team that will floor America!