Customer Service Representative

Floor Coverings International of Spokane•Spokane, WA

21d•Onsite

About The Position

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 Spokane and North Idaho. 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 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

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
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
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
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
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