Customer Success Representative

Floor Coverings International of West Florida Panhandle•Brent, FL

8d•Onsite

About The Position

Floor Coverings International is a local and veteran-owned business that prides itself on being the highest-rated in-home flooring company in the areas we serve. We bring the showroom to the customer's home or business, providing a unique design experience and high-quality flooring installation across Northwest Florida and South Alabama. Our business is growing and operating at a fast pace, and we are looking for someone to grow alongside of us. The Customer Success Representative is the front door of our business. You are the first voice every potential customer hears, and you own the entire process of converting incoming leads into booked appointments. This is a high-impact role with clear metrics and meaningful ownership. If you are warm, energetic, and confident on the phone, organized to a fault, and motivated by hitting numbers that directly drive a growing business, this role is for you.

Requirements

2+ years in a phone-based customer service or appointment-setting role
Strong written and verbal communication skills
Experience with a CRM or scheduling software
Warm, professional, and energetic on the phone — people enjoy talking to you
Organized and detail-oriented — you don't let things fall through the cracks
Comfortable with a script but smart enough to deviate when the conversation calls for it
Motivated by hitting clear, measurable goals
Tech-comfortable — you can learn a CRM, a phone system, and a few platforms quickly
Self-directed and reliable — you do not need to be micromanaged
Genuinely interested in helping homeowners through a meaningful purchase decision

Nice To Haves

Experience in home services, contracting, real estate, or a similar industry
Experience handling appointment confirmations and customer follow-up workflows

Responsibilities

Answer every inbound call on our main marketing lines (Florida and Alabama)
Respond to every web, Google, Facebook, and referral lead within 5 minutes during business hours
Qualify leads, capture customer information, and identify the scope of their flooring project
Book in-home design consultations and assign to the right Design Associate based on geography and specialty
Confirm every appointment the day before and morning-of via call and text
Handle reschedules, cancellations, and no-show recovery
Conduct 24-hour post-appointment check-in calls with customers
Run a structured follow-up cadence on unsold quotes
Hand warm opportunities back to the Design Associate for follow-up
Maintain accurate CRM records on every lead, every touch, every status update
Rate and dispose leads in real-time
Screen for customer-company fit, to ensure success of the project
Tag lead sources accurately for ongoing marketing analysis
Participate in morning status meetings on lead and appointment metrics
Maintain visibility into pipeline health and flag issues early