Customer Service Representative
About The Position
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. This role is perfect for someone who: Loves talking with people and making them feel valued Naturally brings positive energy to every conversation Finds satisfaction in staying organized and keeping things on track Takes pride in delivering exceptional customer experiences Enjoys working toward measurable goals Wants to be a key contributor, not just another employee Thrives in a fast-moving, growing business environment Enjoys solving problems and finding ways to help customers succeed Simply put, you genuinely care about people—and it shows.
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
Benefits
- Health insurance
- Paid time off
- Performance-based bonus opportunities
- 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
