Deliver a world-class customer experience with proactive, responsive communication from project start to finish
Serve as the primary point of contact for customers—setting expectations, providing updates, and resolving concerns
Answer phones, emails, and inquiries with professionalism and urgency
Maintain detailed, accurate records in CRM systems (Salesforce or equivalent)
Manage scheduling, calendar coordination, and office workflows
Ensure all customer interactions align with the brand’s 5-star service standard
Own the process from sale to installation completion
Schedule and coordinate all installation projects to ensure on-time, high-quality delivery
Communicate daily with installers to confirm job readiness and expectations
Order, track, and manage materials and inventory to avoid delays
Conduct job checks and follow up to ensure customer satisfaction
Build strong relationships with flooring suppliers, installers, and service vendors
Coordinate deliveries, resolve service issues, and maintain accountability
Track vendor performance and proactively address challenges
Execute local marketing initiatives including events, home shows, and partnerships
Coordinate with the corporate marketing team and external vendors
Manage inbound leads and ensure timely follow-up
Assist in planning promotions and community engagement efforts
Continuously improve processes to increase efficiency and customer satisfaction

2+ years in operations, office management, production coordination, or customer service
Experience in flooring, construction, home services, or similar industry preferred
Strong organizational and multitasking abilities in a fast-paced environment
Excellent communication and relationship-building skills
Proficiency in CRM systems, scheduling tools, and Microsoft Office/Google Workspace
Problem-solving mindset with attention to detail
Positive, team-oriented attitude with a passion for customer service

Operations Team Lead

Key skills