Remote Customer Service Representative

Company Overview

Legacy Flooring, LW LLC is a dedicated flooring installation company founded in 2010 with a strong commitment to craftsmanship and excellence in customer service! We strive to create lasting relationships with our clients and partners while delivering top-notch flooring solutions. We are growing and seeking excellent additions to our project coordination and customer care team immediately!

Customer Service Representative - Flooring Installation Coordinator (remote)

**PLEASE NOTE: this position is only open to candidates in Alabama, Arkansas, Georgia, North Carolina, South Carolina, Virginia or Pennsylvania.**

General Purpose:

The Customer Service Representative - Flooring Installation Coordinator role is a key part of the Legacy team. The successful team member will facilitate exceptional customer relationships and coordinate successful installations by phone and PC with Legacy’s residential customers, subcontractor installers, and Lowe’s Home Improvement business partners. This role is best suited for highly organized individuals with phone and computer based customer care and project coordination experience.

*This is a full-time remote (work-from-home) opportunity requiring a quiet, distraction-free workspace equipped with a stable existing high-speed internet service. We will provide the necessary PC equipment for the duration of the employment relationship.*

Customer Service and Installation Coordination Responsibilities:

• Answering inbound calls and online chats from Legacy’s installers, Lowe’s partners, and customers. This includes proactive follow-up outbound calls and ownership of resolutions.
• Being responsive in communication (responding quickly to phone calls, emails, IMs, voicemail, etc.)
• Understand and clearly communicate the flow and scope of work of a project when needed.
• Communicate by outbound phone calls, chat, and CRM/project management software with Legacy’s District Managers, customers, Lowe’s partners and installers to ensure the installation project goes smoothly and solutions are carried through.
• Maintain customer and project records by accurately and thoroughly updating project information, notes, or comments with every contact.
• Resolve product or service matters by clarifying the customer’s need, determining the source or cause of the matter, selecting and explaining the best solution to resolve the issue, expediting correction or adjustment, and following up to ensure resolution.
• Review installation project orders for each job or work order for accuracy, correcting any discrepancies with business partners, confirming details and scheduling needs with customers and assigning to an appropriately skilled installer utilizing computer programs, telephone systems, and online communications platforms.
• Track and communicate project status during installations including resolution of any special or additional needs to ensure 100% quality craftsmanship and customer satisfaction.
• Optimize installation schedules for maximum efficiency
• Confirm project completions and work with business partners and internal billing department to ensure prompt and accurate billing and payment for subcontractors.

Required and Preferred Skills and Qualifications:

(Reasonable accommodations may be available for individuals with disabilities where needed.)

• Excellent customer service and customer relations skills, professional communication.
• Basic mathematical skills
• Cognitive discernment, sustained concentration, ability to comprehend verbal and written communications. Effective, supportive, and professional interpersonal, verbal and written communications.
• Technological proficiency using computers with multiple montiors, software, participation in on-camera video meetings and team collaboration during working time, computer-based phone systems, and other applications for customer care, project management, inventory and contract analysis purposes including database/CRM applications, Microsoft Office, Google Workspace, and more.
• Keen organization and time management skills
• Good collaboration and teamwork abilities
• Prior experience and understanding of flooring installation and/or general home improvements is advantageous, but not required. We will train!
• Previous work experience with Lowe’s Home Improvement stores is advantageous but not required.
• HS diploma/GED
• Ability to work full-time, Mon-Fri, 8am-5pm with occasi…