Express Flooring, a leading provider of residential and commercial flooring solutions in multiple states, is seeking highly spirited and dedicated professionals to join our team in various positions. Our mission is to deliver a superior floor covering experience to our customers by offering top-quality products, professional installation, and unparalleled customer service.
As a rapidly expanding company, we are always looking for ambitious individuals who are not just looking for a job, but a rewarding career. We value problem solvers who are passionate about finding innovative solutions to challenges. At Express Flooring, we care deeply about our employees and strive to provide unlimited potential for growth, job security, highly competitive earnings, and comprehensive benefits packages for our full-time employees.If you are ready to take on challenges, demonstrate your problem-solving skills, and genuinely care about providing exceptional service, we invite you to join our team at Express Flooring.The Sales Support & Retention Specialist plays crucial role in supporting field sales teams and driving customer retention.
This position serves as a central point of contact for Design Consultants and Sales Managers during live sales appointments, offering real-time pricing, sales, and technical support. Additionally, this individual proactively engages with customers who are considering canceling or delaying their projects to resolve concerns and encourage continuation toward installation.This is a fast-paced, phone-based role that requires a high level of urgency, empathy, and sales experience. The ideal candidate will balance tactical sales support with strategic customer engagement to maximize revenue and minimize cancellations.
Key Responsibilities
- Respond to inbound calls from Design Consultants and Sales Managers during sales appointments to assist with pricing, product details, and technical or procedural questions.
- Act as a backup for Sales Managers during PTO or when additional support is needed to help close sales.
- Digitally complete and process contracts, change orders, and re-selection scheduling.
- Follow up on projects placed on hold due to missing information or approval delays.
- Collaborate with internal departments such as order entry, operations, and purchasing to resolve sales or project-related issues.
- Provide feedback to Sales Managers for coaching opportunities and Design Consultant development.
- Meet or exceed sales support performance targets.
- Proactively engage customers who are at risk of canceling or have placed their project on hold.
- Use phone, text, and email to uncover reasons behind cancellations and build rapport to re-engage the customer.
- Offer personalized solutions, incentives, or project adjustments to retain customers and keep installations on track.
- Document all retention activities in CRM tools, track outcomes, and generate reports on save rates and customer feedback.
Qualifications
- Bachelor’s degree or equivalent work experience in sales, or retention roles.
- Strong communication and interpersonal skills, with the ability to build trust quickly over the phone.
- Prior experience in inside sales, home improvement, or in-home consultation support preferred.
- Proven negotiation and problem-resolution skills with a focus on saving at-risk customers.
- Proficiency in Microsoft Office, CRM systems, and ERP tools.
- Ability to multi-task, manage shifting priorities, and operate with a high level of independence.
- Analytical thinking with the ability to identify patterns and trends from customer data.
Full compensation packages are based on candidate experience and relevant certifications.Compensation Range$50,000 - $55,000USDExpress Flooring is committed to a diverse and inclusive workplace. Express Flooring is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
