Customer Experience Coordinator at Refloor in Troy, MI

Summary: Refloor is a fast-growing flooring company focused on quality, team development, and customer satisfaction. The Customer Experience Coordinator serves as the primary customer contact throughout flooring installation projects, coordinating schedules, communicating updates, resolving issues, and supporting payments to ensure a smooth customer experience.

Responsibilities:
- Serve as a primary point of contact for customers throughout their flooring installation journey, providing timely updates, clear expectations, and a consistently positive experience
- Manage the daily progress of assigned installation projects from scheduling through completion, ensuring work stays on track and customers remain informed at every stage
- Build trusted relationships with customers, installation teams and internal partners through responsive communication, professionalism, and follow-through
- Respond to customer questions, concerns, and service requests with empathy and urgency. Partner with on-site installation crews to resolve basic technical issues, coordinate change orders and prevent disruptions to the customer experience
- Communicate installation timelines, project updates, next steps, and any changes in a way that is easy for customers to understand
- Identify potential service concerns early, make informed decisions, and coordinate solutions that support a smooth installation and high customer satisfaction
- Collect payments for contracted services, maintain accurate documentation, and guide customers through additional payment processes in accordance with company guidelines

Required Qualifications:
- Able to listen actively, communicate with patience, and handle customer concerns with care and confidence
- Comfortable connecting with customers, installation crews, and internal teams through clear, friendly and professional communication
- Takes initiative to anticipate customer needs, follow up on open items, and address concerns before they become larger issues
- Able to assess situations, identify practical solutions, and make sound decisions that support both the customer and the installation process
- Skilled at managing multiple projects, tracking documentation and following through on important customer commitments
- Remains calm, flexible, and solutions-focused while navigating changing timelines, customer needs and project conditions

Preferred Qualifications:
- Experience in flooring, construction, home improvement, project coordination, or customer service is preferred, but not required

Required Skills: Project Coordination, Flooring Installation

Benefits: Paid Time Off (PTO) including holidays, 401(K) retirement plan, Comprehensive Medical, Dental, and Vision Insurance, Life Insurance coverage, Opportunities for Advancement