Customer Service Manager

Floor 360   Madison, WI   Full-time     Call Center / Customer Service
Posted on September 19, 2022
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FLOOR360 is a 2022 Wisconsin State Journal Top Work Places. We have an excellent opportunity for a Customer Service Manager to join our growing team. The ideal candidate would have previous experience in Customer Service with relevant residential flooring knowledge and best practices. This person must be organized, motivated, detail oriented and results driven. Your primary responsibility will be to ensure the on-time and accurate completion of Residential service calls. You are responsible for managing all residential service calls, ensuring installers are on-site, on-time, having the material necessary to complete the service. You are responsible for communicating the service process with our trade partners and customers in real-time. Please bring an entrepreneurial spirit committed to continuous improvement to help achieve efficiencies with our fast-growing company that will be celebrating its 25-year anniversary in 2023. Starting annual salary is $60,000, which may be higher depending upon qualifications. FLOOR360 is an equal opportunity / affirmative action employer


  • Excellent interpersonal and customer service skills
  • Strong leadership ability and positive team spirit
  • Excellent written and verbal skills
  • Attention to detail
  • Excellent organizational and problem-solving skills
  • Proficiency with use of mobile phones and desktop computer
  • Able to multi-task and manage time efficiently throughout the day
  • Committed to continuous improvement to improve processes and achieve efficiencies.


  • Manage all incoming service calls and emails
  • Residential punchlists (provide recap of service)
  • Residential service orders
  • Schedule Installers and Field Manager for service calls, inspections, and repairs
  • Prepare paperwork for Installers and Field Managers
  • Manage and organize ongoing reports of issues encountered in our software
  • Build material orders for service calls
  • Manage Claims process with Accounting and Manufacturer
  • Maintain appropriate spreadsheets: 1) Claims, 2) Residential service including punch-list, roadblocks, & VPO’s
  • Assist Installation Manager with Scheduling


  • Health and Dental– Healthcare with Quartz, Delta Dental reimbursement
  • Retirement - 401k contributions traditional and Roth with company match
  • Paid Vacation, Paid Sick Time, Paid Bereavement Leave, Paid Calendar Holidays
  • Personal Development– Reimbursement for seminars, classes, memberships, with company-paid training
  • Career Advancement– Training, mentoring, regular feedback, merit raises and promotions
  • Community Service– Giving back to the community through Design for a Difference
  • Wellness Program– Catered lunch and learns, flu shots, and fitness challenges
  • Friendly Culture– Mallards game, Brewers game, chili cook-off and more
  • Team Discounts– Substantial savings on home improvement projects
  • Paid Birthdays Off– In addition to vacation, sick leave and standard holidays
  • Referral Program– Earn cash for referring your connections for positions



Floor 360

Madison , WI