Customer Experience Office Manager

Responsive recruiter Benefits:

• 401(k)
• 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: $50,000.0