Customer Experience Office Manager

JDR•Ownings Mills, MD

1d•$50,000 - $60,000

About The Position

Ready to be the driving force behind a growing business? Floor Coverings International, a locally owned and fast-growing flooring and home improvement company, is looking for a Customer Experience Office Manager to take ownership of daily operations, customer experience, and scheduling. In this role, you’ll be the central hub of the business — keeping everything organized, supporting the team, and ensuring every customer has a 5-star experience from start to finish.

Requirements

Minimum 2+ years of experience in office management, administrative support, customer service, or operations
Strong customer service and communication skills
Experience with scheduling, coordination, and multitasking
Proficiency with CRM systems, Microsoft Office, Google Workspace, and Excel
Highly organized with strong attention to detail
Self-motivated with the ability to work independently

Nice To Haves

Experience with QuickBooks is preferred but not required
Experience in flooring, construction, or home improvement is a plus
If you have experience as an Office Manager, Customer Service Representative, Administrative Coordinator, or Operations Manager and are looking for a role with growth potential, we encourage you to APPLY TODAY!

Responsibilities

Serve as the primary point of contact for customers via phone and email
Deliver a consistent 5-star customer experience from initial inquiry through project completion
Convert inbound leads into scheduled appointments
Follow up on proposals, estimates, and open projects
Build strong relationships with customers and ensure satisfaction
Manage daily scheduling, calendars, and appointments for the team
Coordinate job timelines and ensure smooth project execution
Maintain and update CRM systems (Salesforce)
Track job progress, customer communication, and project status
Support communication between customers, sales team, and installers
Oversee day-to-day office operations and maintain organization
Manage administrative tasks, data entry, and reporting
Assist with QuickBooks (invoicing, tracking, and coordination with bookkeeper)
Maintain accurate and up-to-date records and job files
Identify and improve processes to increase efficiency
Assist with local marketing efforts and lead generation (Facebook, Instagram, Google Business) by creating and sharing engaging content, including short videos, to promote the business and connect with the local community
Support home shows, events, and community outreach (occasional evenings/weekends)
Help build referral networks and business relationships