Customer Service Representative

Benefits:

Health insurance

Paid time off

Benefits

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

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.

Who Thrives in This Role?

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.

What You'll Own

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

How Success Is Measured

You'll have clear goals and visibility into your impact through:

Speed-to-lead response times

Appointment booking rates

Appointment completion ("sit") rates

Follow-up completion rates

Customer experience quality

Your performance directly contributes to company growth, customer satisfaction, and team success.

What Makes You a Great Fit

You Are:

Friendly, warm, and professional

An excellent communicator over the phone, text, and email

Highly organized and detail-oriented

Comfortable following proven processes while thinking independently

Self-motivated and dependable

Tech-savvy and able to learn new systems quickly

Adaptable and excited by growth and change

Passionate about helping customers make confident decisions

Most importantly, you make people feel comfortable, heard, and valued.

Qualifications

Required

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

Preferred

Experience in home services, construction, flooring, remodeling, real estate, or related industries

Experience managing customer follow-up processes and appointment workflows

Why This Role Is Different

Many customer service roles are transactional.

This one is transformational.

You'll work directly with leadership, have ownership over meaningful business metrics, and play a critical role in our continued growth. Every appointment you schedule, every customer you help, and every relationship you build contributes directly to the success of our team.

You'll be the trusted guide who helps create exceptional experiences from the very first interaction.

If you're looking for a role where your personality matters, your work is valued, and your impact is visible every day, we'd love to meet you.

Compensation

Competitive base salary plus performance-based bonus opportunities.

"This franchise is independently owned and operated by a franchisee. Your application will go directly to the franchise owner, and all hiring decisions are made by the management of this franchise location."

This franchise is independently owned and operated by a franchisee. Your application will go directly to the franchisee, and all hiring decisions will be made by the management of this franchisee. All inquiries about employment at this franchisee should be made directly to the franchise location, and not to Floor Coverings International Corporate.