Responsive recruiter

Benefits:

Bonus based on performance
Competitive salary
Paid time off
Training & development

Job Title: Customer Experience Office Manager
Location: Beltsville, MD
Compensation: $50,000–$60,000 + Bonus Potential
Schedule: Full-Time | Monday–Friday | Occasional weekends for trade or vendor shows

Join a Business That Feels Like Family

At Floor Coverings International, we recognize that exceptional customer experiences start behind the scenes—with a well-run office and a team that’s passionate about service. As a Customer Experience Office Manager, you’ll not only oversee daily operations but also serve as the central hub of communication and support, ensuring every customer receives a 5-star experience from start to finish. You’ll be the glue that holds our operation together, ensuring each customer interaction—from the first phone call to project completion—is handled with professionalism, care, and excellence.

Perks & Benefits:

Salary range: $50,000-$60,000
Bonus opportunities based on performance
Paid Time Off (PTO) and Holidays
Office-based with minimal customer-facing interactions

What We’re Looking For:

2+ years of experience in office management, operations, or customer service leadership
A passion for creating and maintaining 5-star customer experiences
Confident communicator—especially over the phone—with exceptional problem-solving skills
Highly organized and capable of managing multiple calendars, crews, and customer needs
Tech-savvy: Comfortable using CRM software, Quickbooks, Office Suite, spreadsheets, and scheduling tools (Salesforce is a plus)
Social media savvy—able to keep our digital presence fresh with project updates
A self-starter who enjoys taking ownership and improving systems
Experience in the home service or construction industry is a plus

Key Responsibilities:

Serve as the central point of communication for the office—keeping customers, crews, and the sales team aligned and informed
Oversee daily office operations, ensuring all administrative and logistical tasks are running smoothly
Manage the full customer journey—from initial inquiry through project wrap-up—with empathy, care, and attention to detail
Schedule in-home appointments for the sales team promptly and accurately
Resolve customer concerns with professionalism, urgency, and positivity
Upload weekly before-and-after photos to social media and Google Business to showcase project success
Assist with local marketing campaigns and attend networking events to build brand recognition
Order, receive, and manage job-specific product deliveries and inventory
Track job timelines, communicate updates, and ensure smooth installation coordination
Foster a culture of excitement, trust, and excellence with every customer and team interaction

Meet Sonya – Proud Owner of Floor Coverings International of Greater Silver Spring, MD

Sonya is the newest addition to the Floor Coverings International family, bringing over 25 years of experience from the corporate world into her exciting new role as a local business owner. With a strong background in leadership, organization, and client service, Sonya is thrilled to bring her discipline and professional expertise to homeowners in the greater Silver Spring area.

Her mission is simple: to deliver a stellar customer experience from start to finish. Sonya is passionate about building a strong, dedicated team and is eager to grow her business while making a positive impact in her community.

Sonya and her husband, Alec, have been happily married for 22 years and are proud parents of two wonderful children. Their son is heading off to college, and their daughter is thriving and staying active in high school. At home, they share their lives with two lovable mini golden doodles who are always up for some family fun.

A lifelong sports enthusiast, Sonya is especially passionate about cheering on the Washington Spirit, DC’s professional women’s soccer team. Her mornings often begin with an energizing neighborhood bootcamp, setting the tone for her action-packed days.

With her strong work ethic, passion for service, and love for her community, Sonya is ready to make Floor Coverings International a trusted name in homes across Silver Spring and beyond.

Apply today and bring your passion for people and process to a company that values both.

Compensation: $50,000.00 - $60,000.00 per year

Floor Coverings International is the #1 mobile flooring franchise in North America. Our unique shop-at-home model allows customers to get perfect new floors without ever leaving their home. Our 400,000+ customers give us an average 4.8 star rating. That's a big reason why we're growing six times faster than our competitors. This rapid growth has increased our immediate need to keep up with demand by increasing the size of our teams. If you are a service-minded individual who loves to have fun – we are the company for you!

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.

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