Customer Experience Office Manager

Benefits

• Bonus based on performance
• Company parties
• Competitive salary
• Free uniforms
• Opportunity for advancement
• Paid time off
• Training & development

Customer Experience Office Manager (Office Manager / Customer Service / Operations)

Floor Coverings International

Location: 7 Easter Court, Owings Mills MD 21117

Job Type: Full-Time

Pay: $50,000–$60,000 per year + Bonus Opportunities

Ideal Start date: Between June 15-29, 2026

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.

Key Responsibilities

Customer Service and Client Experience

• 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

Scheduling and Operations

• 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

Office Administration

• 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

Marketing and Business Support

• 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

Qualifications

• 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
• Experience with QuickBooks is preferred but not required
• Highly organized with strong attention to detail
• Self-motivated with the ability to work independently
• Experience in flooring, construction, or home improvement is a plus

Compensation and Benefits

• Salary: $50,000–$60,000 per year (based on experience)
• Bonus opportunities
• Paid Time Off (PTO) and paid holidays
• Company-provided laptop and tools
• Paid training and ongoing professional development
• Annual company convention opportunity
• Supportive team environment with growth opportunities

Schedule

• Full-time, Monday through Friday
• Occasional evenings and weekends for events

Meet the owner:

Steven is a dedicated husband and proud father of three boys who has called the Baltimore area home for over 20 years. A true people person at heart, he thrives on building meaningful relationships and brings an authentic, approachable energy to everyone he meets.

He is proud to be an Orthodox Jew, and his faith is at the center of everything he does. His beliefs guide his values, shape his decisions, and serve as the foundation for how he leads both his life and his business.

With over 15 years of experience in operations management and sales, Steven offers a well-rounded perspective that blends both blue-collar grit and white-collar strategy. When he commits to something, he gives it his all—leading with integrity, hard work, and a genuine passion for delivering results.

Outside of work, Steven enjoys cooking, following and playing sports, and most importantly, spending quality time with his family. He is also deeply committed to giving back, actively volunteering with local nonprofits in his community.

Having previously owned a custom closet franchise, Steven is excited to return to franchise ownership with a renewed focus on installations, exceptional customer service, and delivering a true five-star experience. As he continues to grow his business, he’s looking forward to bringing on team members who share his commitment to excellence and his passion for serving others.

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!

This franchise is independently owned and operated by a franchisee. Your application will go directly to the franchisee, and all hiring decisions will be made by the management of this franchisee. All inquiries about employment at this franchisee should be made directly to the franchise location, and not to Floor Coverings International Corporate.