Customer Coordinator

Premier Flooring is a market leader in the Louisville builder market, who recently acquired Sam Kinnaird's Flooring, a market leader in retail flooring. This combination has produced significant growth recently and we are still expanding! As a result, we are looking for an energetic Customer Coordinator to join our team!

We are looking for someone who shares our core values:

• Integrity
• Professionalism
• Selfless Service
• Positive Attitude
• Loyalty

Position Overview: The Customer Coordinator, manages the administrative and logistical aspects of the flooring projects by managing customer communication portals for project updates, ensuring project pre-inspections are completed, matching and scheduling the appropriate install crews are assigned to the project and handling any follow-up or customer service issues are promptly responded to, ensuring a seamless, high-quality customer experience. This role coordinates communication between the Project Manager, our operations team and our customer, keeps track of details and time lines and all other moving parts to keep projects on schedule, within budget, and aligned with client expectations. The Customer Coordinator is accountable for proactive communication, accuracy in all documentation, and smooth handoffs between departments. Success in this role is measured by on-time project installation, proactive communication and documentation, and customer satisfaction.

Roles & Responsibilities:

Project Coordination & Communication:

• Serve as the primary point of contact for assigned accounts for installation, customer service and warranty communications and scheduling inspectations, installation and repairs.
• Ensuring all project documentation is the current version and distributed to relevant parties.
• Validating all job materials are received and delivered to the job site.
• Scheduling all subcontractors and validating projects are completed.
• Maintain daily communication with accounts regarding project status, changes, and next steps.
• Respond to all customer inquiries within 24 business hours.
• Document all customer interactions and account notes in CRM or internal tracking system (currently Company Cam).

Customer Service & Support

• Answer calls, emails and/or other requests from builders, site superintendents and homeowners, providing responses in less than 24 hours.
• Provide first call resolution where possible. Demonstrate the ability to triage or escalate calls when first call resolution cannot be performed to the customers satisfaction.
• Promptly investigate issues that cannot be resolved at the time of the initial call and follow through until issue resolution.
• Ensure all tasks are on the schedule to prevent closing delays.
• Maintain accurate records of customer communications, interactions, orders and service requests, utilizing software systems.

Job Type: Full-time

Pay: $41,600.00 - $52,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Application Question(s):

• Do you have construction industry experience?

Education:

• Associate (Preferred)

Language:

• English (Required)
• Spanish (Preferred)

Ability to Commute:

• Louisville, KY 40299 (Required)

Ability to Relocate:

• Louisville, KY 40299: Relocate before starting work (Required)

Work Location: In person

Salary : $41,600 - $52,000