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Bath & Floor Stiles

Showroom Assistant - Kitchen, Bath & Flooring

Location: Gaithersburg, MD -- on-site showroom position

Create a Showroom Experience Customers Remember

For more than 25 years, Bath & Floor Stiles has helped homeowners throughout the Washington, D.C. metropolitan area create beautiful kitchens, bathrooms, floors, and living spaces. Our locally owned Gaithersburg showroom brings quality materials, knowledgeable guidance, and professional installation together under one trusted name. We are known for craftsmanship, honest recommendations, personal service, and a welcoming, low-pressure customer experience.

As Bath & Floor Stiles transitions to an appointment-based sales model, our Sales & Design Consultants will spend more time meeting homeowners at their properties. We are seeking a friendly and dependable Showroom Assistant to maintain the showroom, welcome walk-in customers, collect their project information, and connect qualified opportunities with the sales team.

This is primarily a retail, hospitality, and showroom-support position--not a commissioned sales role. You will help visitors explore products, answer basic questions, keep the showroom presentable, and ensure that every potential customer receives proper follow-up. The ideal candidate enjoys helping people, has an interest in home design or building materials, and can be trusted to manage the showroom independently.

Key Responsibilities

Welcome every showroom visitor warmly and make them feel comfortable and attended to.
Guide customers through the showroom and help them explore available products, materials, and design options.
Answer basic product questions in a helpful, informative, and low-pressure manner.
Learn the company's kitchen, bathroom, flooring, fixture, and building-material product lines.
Collect each visitor's contact information, project interests, approximate scope, and timeline.
Enter walk-in customer information and detailed notes into the company CRM.
Qualify prospective customers at a basic level and connect them with the appropriate Sales & Design Consultant.
Coordinate with the sales and office teams to ensure every qualified visitor receives timely follow-up.
Answer showroom telephone calls and welcome clients arriving for scheduled consultations.
Keep the showroom clean, organized, properly merchandised, and ready for visitors.
Prepare product samples and showroom materials for scheduled appointments.
Help ready-to-buy customers take the next step and connect them with a consultant who can complete the sale.
Process occasional simple in-stock retail purchases when needed.
Receive deliveries and coordinate customer material pickups.
Maintain basic delivery, pickup, customer, and showroom records.
Provide light administrative and office support as needed.
Ensure the showroom remains professionally staffed throughout scheduled operating hours.

Qualifications

At least 1-2 years of experience in retail, hospitality, front-desk service, showroom support, or another customer-facing position.
Warm, personable, and genuinely interested in helping customers.
Attentive and informative without using a pushy sales approach.
Reliable, punctual, and comfortable working independently.
Strong organization and attention to detail.
Clear and professional verbal and written communication skills in English.
Basic computer proficiency, including email, CRM, and point-of-sale systems.
Ability to work on-site at the Gaithersburg showroom.
Availability to work typical retail hours, including some weekends as scheduled.
Experience with showrooms, flooring, cabinetry, fixtures, furniture, building materials, or home-improvement products is preferred.
Interest in interior design, remodeling, or home improvement is a plus.
Comfortable learning product lines well enough to guide customers confidently.
Bilingual English and Spanish skills are a plus.

Pay and Benefits

Qualified handoff incentive: $15 for each qualified showroom visitor properly captured and accepted by a Sales & Design Consultant.
Conversion bonus: $50 when an eligible showroom handoff becomes a signed project.
Full-time, showroom-based position.
Stable hourly compensation--the role is not dependent on commission.
Product, CRM, and company-process training.
Opportunity to develop knowledge of kitchen, bathroom, flooring, and remodeling products.
Potential for professional growth as the company expands its showroom and sales operations.

Final compensation, incentive eligibility, work hours, and weekend requirements are subject to the company's approved employment and compensation policies.

Why Bath & Floor Stiles?

Bath & Floor Stiles offers the stability of an established local company and the energy of a business that is continuing to modernize and grow. You will become an important part of the customer experience while working alongside an experienced, close-knit team and long-standing trade partners. This role is ideal for someone who enjoys design, home improvement, and making people feel genuinely looked after. Your presence will ensure that every showroom visitor receives the attention they deserve and that no opportunity is missed.

Bath & Floor Stiles is an equal opportunity employer. We consider qualified applicants without regard to legally protected characteristics.

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Showroom Assistant - Kitchen, Bath & Flooring (Intake Coordinator) — Bath & Floor Stiles

\n\n

Position overview

This formal job description defines the Intake Coordinator role for the Showroom Assistant position supporting Kitchen, Bath & Flooring at Bath & Floor Stiles. The Intake Coordinator is the primary frontline contact responsible for receiving, documenting and triaging incoming customer inquiries about products, services, orders, returns and routine complaints. The role emphasizes structured information capture, accurate verification, timely communication, first-contact resolution of routine matters, and appropriate escalation of complex or high-risk issues to specialist teams.

The Intake Coordinator serves both external customers (prospective and existing customers, installers, suppliers) and internal teams (sales, technical support, installation scheduling, purchasing, quality control and management) by ensuring intake data is complete and routed to the correct owner. This document focuses on the objectives and key results (OKRs), key performance indicators (KPIs), the business problems solved by the role, principal accountabilities, and the skills and experience required for success.

\n\n

Primary objectives and key results (OKRs)

Objective 1 — Deliver accurate and timely intake for all incoming showroom inquiries.\n
- KR 1.1: ≥ 95% of intakes logged with required data fields completed in the CRM within 1 business hour.
- KR 1.2: ≥ 98% adherence to identity/account verification procedures where required.
\n
Objective 2 — Maximize first-contact resolution for routine customer requests.\n
- KR 2.1: First-contact resolution (FCR) rate ≥ 70% for defined routine issue categories (product questions, appointment scheduling, basic returns/exchange requests).
- KR 2.2: Average handle time (AHT) maintained within established range for each channel while preserving quality.
\n
Objective 3 — Ensure correct triage and timely escalation of complex or high-risk cases.\n
- KR 3.1: 100% of escalations contain complete intake documentation and recommended next steps within the CRM.
- KR 3.2: Escalation accuracy (cases routed to correct team) ≥ 95% as measured by post-escalation ownership audits.
\n
Objective 4 — Maintain service level agreements and customer communication standards.\n
- KR 4.1: Response SLA compliance ≥ 90% for initial acknowledgement across channels (phone, email, showroom walk-ins) per defined timeframes.
- KR 4.2: Customer satisfaction (CSAT) for intake interactions ≥ target baseline (e.g., 4/5 or as defined by company).
\n

\n\n

Key performance indicators (KPIs) and success measures

First-contact resolution rate (FCR) — percentage of inquiries resolved at initial contact without further handoff.
Intake completeness rate — percentage of records created with all mandatory fields populated.
CRM logging timeliness — percentage of interactions entered into CRM within target window (e.g., 1 hour).
Escalation accuracy — percentage of escalated cases routed to correct internal owner with adequate documentation.
Response SLA compliance — percentage of initial responses within defined time targets by channel.
Average handle time (AHT) — average duration of intake interactions, tracked by channel and complexity tier.
Customer satisfaction (CSAT) or quality-score — measured via post-interaction surveys or internal QA reviews.
Error and rework rate — frequency of intake records requiring correction or follow-up due to incomplete or inaccurate data.
Adherence to privacy and verification procedures — audit pass rate for identity/account verification steps and compliance requirements.

\n\n

Problems solved for internal and external customers

For external customers: provides a single, reliable point of contact that produces clear, accurate answers to product, service and order questions; reduces customer effort by resolving routine issues immediately; and accelerates resolution by ensuring proper routing when specialist intervention is required.
For internal teams: reduces rework and misrouting by delivering complete and standardized intake data; improves downstream efficiency for sales, operations, and technical teams; clarifies next steps and recommended owners for complex cases; and enables measurable SLAs and quality monitoring across intake channels.
Operationally: minimizes lost or delayed requests, protects against compliance and privacy lapses during verification, and supports data-driven continuous improvement through reliable intake metrics.

\n\n

Key skills, abilities and knowledge required

Communication: clear verbal and written communication; active listening and ability to paraphrase customer needs accurately.
Customer service and de-escalation: ability to handle routine complaints and calm dissatisfied customers while following escalation rules for complex or high-risk matters.
Information capture and attention to detail: disciplined form completion, accurate data entry, and consistent use of standardized intake templates and codes.
CRM and systems proficiency: experience using CRM or case management systems; ability to learn and follow structured workflows and logging standards.
Product and policy knowledge: working knowledge of showroom product lines (kitchen, bath, flooring), warranties, return policies, scheduling constraints and pricing basics; ability to consult and reference internal knowledge bases.
Judgment and triage skills: ability to assess complexity and risk, decide between first-contact resolution versus escalation, and recommend appropriate next steps.
Time management and multi-channel handling: skill at balancing phone, email and in-person inquiries while meeting SLAs and maintaining quality.
Data/privacy compliance: understanding of identity verification, confidentiality requirements and any applicable privacy regulations or company policies.
Collaboration: ability to coordinate with sales, technical, installation and purchasing teams and to communicate follow-up actions clearly.
Continuous improvement mindset: openness to feedback, participation in root-cause reviews, and contribution to refining intake templates and processes.

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Showroom Assistant - Kitchen, Bath & Flooring

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