Office & Customer Experience Coordinator

Clarksville, TN
Full Time
Experienced

Office & Customer Experience Coordinator

Quality Floor Covering

Position Summary

The Office & Customer Experience Coordinator serves as the front-line administrative and customer service leader for Quality Floor Covering. This role manages incoming calls, walk-in customers, estimate processing, payment collection, contract documentation, and installation scheduling support.

This position acts as a central communication hub connecting customers, sales, operations, and installation crews. The Coordinator ensures projects move smoothly from initial inquiry through scheduling while maintaining accurate documentation, strong customer communication, and reliable office operations.

Because Quality Floor Covering operates as a small, high-performance team, this role requires strong organization, attention to detail, and a willingness to assist across multiple administrative and customer service functions.

Core Responsibilities

Customer Service & Front Office

  • Answer incoming phone calls and assist walk-in customers
  • Greet customers and guide them through flooring product questions
  • Direct inquiries to the appropriate team member when necessary
  • Provide a professional and welcoming first impression
  • Maintain showroom cleanliness and organization

Estimate Processing & Documentation

  • Prepare and send estimates based on estimator or sales notes
  • Review estimates for accuracy and completeness
  • Send estimates to customers promptly
  • Maintain organized digital job files
  • Track open estimates and assist with follow-ups

Payment Collection & Contract Compliance

  • Collect deposits and final payments according to company policy
  • Ensure customers sign required contracts and payment terms before scheduling
  • Verify financing approvals when applicable
  • Maintain accurate payment records in company systems
  • Communicate outstanding balances professionally

Installation Scheduling Support

  • Coordinate installation scheduling with operations and installers
  • Confirm installation dates with customers
  • Ensure paperwork and deposits are completed before scheduling
  • Maintain accuracy of the production calendar
  • Adjust schedules due to delays or customer requests

Customer Communication

  • Serve as a primary contact for scheduling updates and questions
  • Respond to customer inquiries promptly and professionally
  • Communicate delays or changes clearly
  • Document important communication in job files

Lead Tracking & Sales Support

  • Maintain a log of incoming leads, walk-ins, and phone inquiries
  • Track estimate status and follow-up needs
  • Provide reminders to the sales team
  • Help maintain visibility of the sales pipeline

Administrative Support

  • Assist sales and operations with administrative tasks
  • Maintain organized office records
  • Support job file completion and documentation accuracy
  • Assist with general office organization
  • Help maintain cleanliness of office, bathrooms, and kitchen

Training and Experience

  • Prior experience in customer service, office coordination, retail showroom, or administrative support preferred
  • Experience in construction, flooring, home improvement, or trade services is a strong plus
  • Experience using scheduling software, CRM systems, or estimating platforms is beneficial
  • High school diploma or equivalent required

Knowledge (Position Requirements at Entry)

  • Strong communication and interpersonal skills
  • Basic understanding of office workflow and customer service standards
  • Ability to manage multiple priorities in a fast-paced environment
  • Attention to detail and organizational skills
  • Basic computer proficiency including email, scheduling systems, and document management
  • Professional phone etiquette and problem-solving mindset

Physical Requirements

This job involves medium work which requires exerting up to 50 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects, including the human body. Additionally, the following physical abilities are required.
  • Ability to sit or stand for extended periods
  • Occasional lifting of flooring samples, warehouse materials or office materials (up to 50 lbs)
  • Frequent walking within showroom and office environment
  • Ability to use standard office equipment including computer, phone, and printer

Role Impact

This role plays a critical part in maintaining customer satisfaction, protecting company cash flow, and ensuring projects move efficiently through the scheduling process. Strong performance supports smooth coordination between the office, customers, and installation crews while helping Quality Floor Covering deliver a professional and reliable customer experience.

Team Culture

Team members are expected to be flexible and willing to assist across multiple areas of the business as needed to ensure successful project completion and excellent customer service.

Compensation

  • $42,000 - $49,000 based on experience
  • Medical, vision and dental
  • 401k w/ 4% match
  • Performance growth opportunities
  • Paid time off
  • Supportive small-team environment with advancement potential
  • Paid holidays
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