Customer Service Representative
About The Position
About Floor Coverings International At Floor Coverings International, we believe buying new flooring should be exciting, enjoyable, and stress-free. As a locally and veteran-owned business, we are proud to be the highest-rated in-home flooring company in the communities we serve throughout Northwest Florida and South Alabama. Instead of asking customers to visit a showroom, we bring the showroom directly to their homes and businesses, creating a personalized experience from the very first conversation through installation. We're growing quickly, and we're looking for an exceptional person to grow with us. The Opportunity The Customer Success Representative is more than just the first point of contact—you're the voice, personality, and energy behind our customer experience. Every day, you'll connect with homeowners who are excited about improving their homes. You'll guide them through the first step of their flooring journey, build trust, answer questions, and coordinate appointments that help turn their vision into reality. If you're naturally friendly, organized, positive, and love helping people, this role offers the opportunity to make a meaningful impact while becoming an essential member of a close-knit team.
Requirements
- 2+ years of customer service, appointment-setting, or client-facing experience
- Strong verbal and written communication skills
- Experience using CRM, scheduling, or customer management software
- Ability to multitask and stay organized in a fast-paced environment
Nice To Haves
- Experience in home services, construction, flooring, remodeling, real estate, or related industries
- Experience managing customer follow-up processes and appointment workflows
Responsibilities
- Creating Outstanding First Impressions: Answer inbound calls from homeowners and business owners interested in our services, Respond promptly to website, Google, Facebook, and referral inquiries, Learn about customers' projects and determine how we can best help, Deliver a warm, professional, and memorable first experience
- Scheduling & Coordination: Schedule in-home design consultations with the appropriate Design Associate, Confirm appointments through calls and text messages, Manage schedule changes, cancellations, and appointment recovery efforts, Ensure customers feel informed and cared for throughout the scheduling process
- Customer Follow-Up: Conduct post-appointment customer check-ins, Execute structured follow-up communication for open opportunities, Re-engage interested customers and connect them back with the Design Associate, Help ensure no customer falls through the cracks
- CRM & Customer Journey Management: Maintain detailed and accurate customer records, Track all lead activity and communication history, Monitor pipeline activity and proactively identify issues, Support marketing and business growth through accurate lead tracking
- Team Communication & Performance: Participate in daily team meetings, Share customer insights and feedback, Help improve processes and customer experience initiatives, Contribute directly to business growth and operational success
Benefits
- Health insurance
- Paid time off
- Performance-based bonus opportunities
- Paid Time Off (PTO)
- Ongoing training and professional development
- Opportunity to grow with a rapidly expanding local business
- Work directly with leadership and have a meaningful impact on company success
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
