Title: Customer Experience & Operations Coordinator
Location: Smithfield United States
Job Description:
Benefits:
Bonus based on performance
Flexible schedule
Opportunity for advancement
Training & development
Customer Experience & Operations Coordinator
(Part-Time → Full-Time Opportunity)
About Us
We are a locally owned, family-run business serving Massachusetts and Rhode Island. You'll work closely with the owner in a small, growing company where your work has a direct impact on customers, operations, and day-to-day success. Our focus is simple: deliver a stress-free flooring experience where everything is handled from start to finish.
Who This Role Is For
This role is ideal for someone who enjoys talking with customers, following up consistently, and keeping things organized. If you like closing loops, booking appointments, and making sure nothing falls through the cracks, you will do well here.
This is not a passive administrative role. Most communication is proactive, and comfort with outbound calls and follow-ups is required.
Role Overview
This role owns the front end of the customer experience. When a lead comes in, you help turn interest into booked appointments, ensure timely follow-up, support local marketing and community events, and keep systems organized so customers feel informed and taken care of.
Primary Responsibilities
Customer Experience & Appointment Booking (Top Priority)
Respond promptly to new leads via phone, text, and email
Schedule in-home appointments for the sales team
Follow up consistently on unbooked, stalled, or "not yet" leads
Reach out to customers to confirm details, next steps, or appointments
Support referral and repeat-customer outreach
Lead Tracking & Organization
Accurately track where every lead originates
Maintain clean CRM data with no missing lead sources
Update lead status as it moves through the pipeline
Ensure follow-up is completed and documented
Community Events & Local Marketing Support
Assist with home shows, community events, and local initiatives
Capture lead information accurately at events
Operations & Administrative Support
Assist with basic QuickBooks hygiene (income/expense entry, deposit tracking)
Help confirm deposits and send payment links when needed
Support the owner with follow-ups, scheduling help, and administrative tasks
Keep office systems and records organized
What Success Looks Like
Leads are contacted quickly and followed up consistently
Appointments are booked reliably each week
Event and community leads are followed up within 24-48 hours
CRM and lead source data is accurate and usable
Customers feel informed and taken care of
Schedule & Work Location
Schedule:
This role starts part-time with set hours:
Monday-Thursday: 9:30 AM - 3:00 PM
Friday: 9:00 AM - 1:00 PM
Occasional flexibility may be needed for community events or home shows.
Work Location:
This role is primarily based in our office. After onboarding, there is an opportunity for partial remote work depending on performance and business needs.
Part-Time to Full-Time Opportunity
This position starts part-time. Depending on performance, workload, and mutual fit, it may transition to a full-time role. In some cases, the role may remain part-time long-term if it is a great fit and responsibilities are handled efficiently.
What We Value
Ownership: Taking responsibility and following things through
Responsiveness: Customers never wonder what's next
Integrity: Clear communication and doing what we say we'll do
Qualifications
2+ years in a customer-facing, scheduling, operations, or coordination role preferred
Strong phone and written communication skills
Organized, detail-oriented, and persistent with follow-up
Comfortable asking for next steps and handling light money-related conversations
QuickBooks experience is a plus, but not required
Experience in home services, construction, or trades is a plus
Able to work independently and take ownership
Compensation & Benefits
$25-$30/hour, depending on experience
Performance-based bonus opportunity
Paid training
Part-time role with growth potential