Broussard Group's Division - Furniture Medic is a furniture repair and restoration company serving residential and commercial clients. We are seeking a dedicated and customer-focused professional to serve as the central point of coordination between our clients, subcontractors, and technicians, keeping projects moving from intake through completion. In this role, you will be the first point of contact for inquiries, service requests, and issue resolution, helping to ensure a positive experience at every interaction.
The ideal candidate is an excellent communicator who is organized, solution-oriented, and committed to delivering high-quality service. This role also supports our other Broussard Group divisions as needed.
Responsibilities:
- Respond to customer inquiries via phone, email, chat, and other communication channels in a timely and professional manner.
- Provide accurate information about products, services, policies, and account-related matters.
- Resolve customer concerns efficiently while maintaining a courteous and empathetic approach.
- Support both residential and corporate clients by understanding their unique needs and offering appropriate solutions.
- Document customer interactions, updates, and resolutions in the appropriate systems.
- Coordinate with internal teams to research issues, escalate cases when needed, and follow through to resolution.
- Maintain a strong understanding of company offerings, procedures, and service standards.
- Identify opportunities to improve the customer experience and contribute to team performance goals.
- Serve as the primary point of contact and liaison between clients, subcontractors, and technicians for active projects, ensuring clear, consistent communication at each stage.
- Receive and schedule client service requests, coordinating timing around technician and subcontractor availability.
- Photograph furniture and items at intake to document condition for project records, and capture photo/video content for use in marketing and social media.
- Consult with subcontractors and technicians to determine project pricing; prepare and send detailed estimates to clients.
- Issue purchase orders to subcontractors once projects are approved.
- Generate detailed work orders that clearly outline the scope of repair or restoration so technicians know exactly what needs to be performed.
- Monitor projects from intake through completion, proactively tracking status, flagging delays or issues, and coordinating with all parties to keep work moving on schedule.
- Create and post marketing and social media content, including before/after project photos and updates.
- Provide AP/AR support as needed.
Qualifications:
- Previous experience in customer service, client support, or a related role.
- Strong verbal and written communication skills.
- Ability to manage multiple active projects and priorities at once with accuracy and follow-through.
- Comfortable using Outlook 365, Word, Excel, PowerPoint, QuickBooks
- Excellent problem-solving and conflict-resolution skills.
- Ability to work effectively with a diverse range of clients and internal partners.
- High school diploma or equivalent required; additional education is a plus.
- Comfortable with basic photography for documentation and marketing purposes.
- Familiarity with social media platforms (Facebook, Instagram, etc.) for business posting.
Preferred Attributes:
- Strong attention to detail and a proactive service mindset.
- Ability to stay calm and professional in a fast-paced environment.
- Team-oriented approach with a willingness to learn and adapt.
- Commitment to delivering a consistently positive customer experience.
What We Offer:
- A collaborative and supportive work environment.
- Opportunities to develop professional skills and grow within the organization.
- Competitive compensation and benefits, based on experience and location.
- The opportunity to make a meaningful impact on customer satisfaction and service quality.
- Excellent Benefit Package offered – Health / Dental / Vision / Life Insurance / STD / LTD – 401K Election with Employer Contribution.
- Paid PTO & 9 Paid Holidays.
Equal Opportunity Employer:
We are an equal opportunity employer and welcome applicants from all backgrounds. We are committed to creating an inclusive environment where everyone can thrive and contribute to shared success.
