Customer Service Representative

Customer Success RepresentativeAt 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.This role is perfect for someone who:Loves talking with people and making them feel valuedNaturally brings positive energy to every conversationFinds satisfaction in staying organized and keeping things on trackTakes pride in delivering exceptional customer experiencesEnjoys working toward measurable goalsWants to be a key contributor, not just another employeeThrives in a fast-moving, growing business environmentEnjoys solving problems and finding ways to help customers succeedSimply put, you genuinely care about people—and it shows.Creating Outstanding First ImpressionsAnswer inbound calls from homeowners and business owners interested in our servicesRespond promptly to website, Google, Facebook, and referral inquiriesLearn about customers' projects and determine how we can best helpDeliver a warm, professional, and memorable first experienceScheduling & CoordinationSchedule in-home design consultations with the appropriate Design AssociateConfirm appointments through calls and text messagesManage schedule changes, cancellations, and appointment recovery effortsEnsure customers feel informed and cared for throughout the scheduling processCustomer Follow-UpConduct post-appointment customer check-insExecute structured follow-up communication for open opportunitiesRe-engage interested customers and connect them back with the Design AssociateHelp ensure no customer falls through the cracksCRM & Customer Journey ManagementMaintain detailed and accurate customer recordsTrack all lead activity and communication historyMonitor pipeline activity and proactively identify issuesSupport marketing and business growth through accurate lead trackingTeam Communication & PerformanceParticipate in daily team meetingsShare customer insights and feedbackHelp improve processes and customer experience initiativesContribute directly to business growth and operational successYou'll have clear goals and visibility into your impact through:Speed-to-lead response timesAppointment booking ratesAppointment completion ("sit") ratesFollow-up completion ratesCustomer experience qualityYour performance directly contributes to company growth, customer satisfaction, and team success.You Are:Friendly, warm, and professionalAn excellent communicator over the phone, text, and emailHighly organized and detail-orientedComfortable following proven processes while thinking independentlySelf-motivated and dependableTech-savvy and able to learn new systems quicklyAdaptable and excited by growth and changePassionate about helping customers make confident decisionsMost importantly, you make people feel comfortable, heard, and valued.Required2+ years of customer service, appointment-setting, or client-facing experienceStrong verbal and written communication skillsExperience using CRM, scheduling, or customer management softwareAbility to multitask and stay organized in a fast-paced environmentPreferredExperience in home services, construction, flooring, remodeling, real estate, or related industriesExperience managing customer follow-up processes and appointment workflowsMany 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.