Customer Service Representative

Customer Success Representative

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 contactyou'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 peopleand it shows.

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

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.

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.

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

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."

Floor Coverings International is the #1 mobile flooring franchise in North America. Our unique shop-at-home model allows customers to get perfect new floors without ever leaving their home. Our 400,000+ customers give us an average 4.8 star rating. That's a big reason why we're growing six times faster than our competitors. This rapid growth has increased our immediate need to keep up with demand by increasing the size of our teams. If you are a service-minded individual who loves to have fun we are the company for you!

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.