Customer Service Representative - II

Job Summary

We're looking for a knowledgeable and customer-centric Customer Service Representative to join our team at Flooret as a resident “Flooring Expert”. In this role, you will be more than just front-line support; you will be a trusted advisor for our customers, helping them navigate the complex journey of buying, installing, and caring for new floors. You will provide expert guidance on our products—including LVP, laminate, hardwood, and more—ensuring every customer feels confident in their decision. While you will still assist with post-sale logistics and order tracking as needed, your primary focus will be providing advice to create a best-in-class "Talk to an Expert" experience.

Description

The Customer Service Representative acts as a high-level consultant for our customers. You will handle inbound calls, emails, and chats, transforming standard service interactions into expert consultations. This role is designed for someone who understands the nuances of the flooring industry and can provide technical advice on installation methods, product specifications, and floor care. You will be the go-to resource for customers who need a professional to walk them through the buying process, ensuring they choose the right product for their specific needs and environment.

If you are interested in this position, please complete this survey: https://go.cultureindex.com/p/viPOcfUWdVA3HzJpC

Responsibilities

• Expert Consultation: Serve as the primary point of contact for technical questions regarding flooring types (LVP, laminate, hardwood), subfloor requirements, and installation options.
• Customer Experience: Proactively guide customers through the buying journey, offering advice on product durability, function, and the best fit for their home or project.
• Installation & Care Support: Provide detailed guidance on how to properly install and maintain our products to ensure long-term customer satisfaction.
• Inbound Inquiry Resolution: Help manage general customer inquiries via phone, email, and chat with a focus on high-quality, professional communication.
• Product Advocacy: Stay up-to-date on our entire product catalog to provide accurate, real-time advice on stock, specifications, and performance.
• Solution-Oriented Support: While the focus is on expertise, you will also assist with order-related questions and troubleshooting to ensure a seamless end-to-end experience.

Qualifications:

• Flooring Industry Experience: 2+ years of experience working specifically in the flooring industry (customer service, sales, or operations).
• Subject Matter Expertise: Deep technical knowledge of LVP, Laminate, and Hardwood products and their respective installation processes.
• Service Excellence: 3+ years of experience in a high-touch, consultative customer-facing role.
• Communication: Ability to translate technical flooring jargon (e.g., wear layers, click-lock systems, acclimation) into easy-to-understand advice.
• Problem-Solving: Ability to think on your feet and provide creative solutions to unique flooring or installation challenges.
• Technical Aptitude: Comfortable using CS/CRM platforms(e.g., Gladly, Hubspot, Salesforce)

Pay: $55,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Vision insurance

Experience:

• flooring industry: 2 years (Required)
• customer-facing: 3 years (Required)

Work Location: In person