What are the responsibilities and job description for the Customer Service Representative position at Realfloors?
Real Floors, Inc. has been recognized as a Top Workplace for 10 years in a row! We have a strong, positive, family-oriented culture. We highly value our employees, and we provide amazing benefits! We are the leading wholesale flooring providers in the country --- we provide flooring installation services to the multi-family industry (apartments, student housing) and to the growing Single Family Rental Homes market.
We’re looking for a reliable and customer-focused Customer Service Representative to join our team in a full-time, office-based role. This position plays a key part in ensuring smooth communication between customers and subcontracted service providers. You’ll help coordinate schedules, address questions or concerns, and work closely with both internal teams and external partners to ensure jobs are completed efficiently and professionally. Other duties include assigning and dispatching daily work orders, providing phone-based support as needed primarily to the subcontractors but also to customers as needed, and processing installer payroll information. We’re a team that believes in working hard, supporting one another, and keeping things positive. If you're someone who enjoys problem-solving, staying organized, and contributing to a collaborative work environment, this could be a great fit for you.
- Process and manage incoming customer orders via phone, email, and our online portal.
- Provide clear and helpful solutions to customer inquiries and direct them as needed.
- Maintain accurate records, ensuring all order details, billing, and payroll data are correctly entered.
- Coordinate with internal departments to resolve any issues related to orders and installations.
- Payroll and Data Entry: Review subcontractor payroll sheets for accuracy and perform precise data entry into relevant systems.
- Issue Resolution: Proactively address and resolve work order issues by communicating
effectively with subcontractors and other stakeholders, striving to find prompt and effective
solutions. - Charge-back Research: Investigate and research issues related to work order charge-
backs, maintaining accurate records and documentation. - Customer Satisfaction: As needed, utilize your product knowledge and exceptional
customer service skills to deliver phone-based support to customers, addressing their
concerns and providing information to achieve customer satisfaction. - Collaboration: Interact as needed with colleagues from various departments, including
sales, operations, warehouse, inventory, billing, and quality assurance, to ensure a
seamless and positive customer experience.
- Bilingual fluency in English and Spanish is preferred
- 2 years of customer service experience, preferably over the phone.
- Strong computer skills, with the ability to learn new systems quickly.
- Detail-oriented with excellent organizational skills and a proactive approach to problem-solving.
- Professional communication skills, both verbal and written, with a focus on customer satisfaction.
- Experience with Gmail, Google Docs, Sheets, and Shared Drive is a plus.
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Strong team player with a proven track record of contributing independently.
- Computer proficiency, including experience performing data entry and corresponding effectively via email.
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Previous flooring knowledge and/or flooring installation background is strongly preferred,but is not required.
⭐ Paid Holidays
⭐ PTO - Paid Time Off
⭐ FREE Life Insurance
⭐ FREE AD&D Insurance
⭐ FREE Disability Insurance
⭐ Health Care Insurance - Company pays most of the cost!
⭐ Dental & Vision Care Insurance options
⭐ 401(K) Retirement Plan GENEROUS company match
⭐ Fitness Reimbursement
⭐ Referral Bonus
⭐ Financial Wellness Classes
⭐ Employee Loan Program
⭐ More!