There has never been a better time to join Express Flooring as we are in a rapid growth phase, opening multiple new locations in 2024.

Our Call Center's mission is to support our Design Consultants by scheduling appointments with prospective homeowners who are looking for new flooring and meet our criteria. We take this process extremely seriously so that our team and customers make the best use of their time. If you are someone who knows how to get the best out of their team, has the ability to impart sales skills to others, and feels comfortable both reporting metrics and making data driven decisions.... We should talk!

What You'll Do:

• Serve as a dedicated coach, providing guidance and support to scheduling specialists to improve their efficiency and overall performance.
• Conduct regular performance evaluations, identify areas for improvement, and develop personalized coaching plans for individual team members.
• Lead training sessions and workshops to enhance the knowledge and skills of the team
• Act as a subject matter expert (SME) on products, services, and processes within the organization, sharing expertise and best practices with the team.
• Collaborate with other team leads and managers to ensure consistent coaching approaches and alignment with company goals.
• Foster a positive and supportive work culture, encouraging teamwork, collaboration, and continuous learning among call center staff.
• Serve as a point of escalation for complex or specialized customer issues, providing expert knowledge and guidance for effective resolution.
• Monitor and analyze performance metrics to identify trends, opportunities, and areas for improvement.
• Ensure compliance with company policies, procedures, and quality standards.

What makes you stand out?

• Experience with either sales, call center operations, or the home improvement industry
• Clear and concise oral and written communication skills
• Solid understanding of call center operations and performance metrics.
• Strong numerical skills with an acute attention to detail
• Excellent organization skills – able to prioritize work and meet deadlines
• Excellent interpersonal skills – able to lead and work within a team
• Comfortable and experience working with technology (solutions)
• Proficient in Microsoft Office tools (or equivalent) – Outlook, Word, Excel, PowerPoint
• Flexibility to work nights and weekends, as needed.

What is in it for you?

• Full Medical, Dental, and Vision benefits; 401k w/company match
• Work for a rapidly expanding company with a strong brand and strong results to match.
• Culture of internal mobility, collaboration, and valued partnership with HR from the business.
• Winner of the Best of the Desert for the past three years running.
• Nominated for a BBB Torch award for ethics