Customer Service Representative

About the role

Join Refloor, America’s fastest-growing flooring company, as a Customer Service Representative and play a key role in providing outstanding experiences for our customers. At Refloor, we are a people-first company where the team is our #1 asset, and everyone is empowered to expand their skills and drive their careers. Growth is not just a promise—it’s a reality.

Responsibilities

• Customer Experience Ownership: Serve as the 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.
• 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.

Requirements

• 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 a plus but not required.

Benefits

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