Customer Service Representative
About the role
Floor Coverings International is a locally and veteran-owned business, and we're looking for an exceptional person to grow with us as a Customer Success Representative. This role is more than just the first point of contact—you're the voice, personality, and energy behind our customer experience.
Responsibilities
- Creating outstanding first impressions by answering inbound calls and responding to website, Google, Facebook, and referral inquiries
- Scheduling in-home design consultations with the appropriate Design Associate and confirming appointments through calls and text messages
- Conducting post-appointment customer check-ins and executing structured follow-up communication for open opportunities
- Maintaining detailed and accurate customer records, tracking all lead activity and communication history, and monitoring pipeline activity
- Participating in daily team meetings, sharing customer insights and feedback, and helping improve processes and customer experience initiatives
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
Qualifications
You are friendly, warm, and professional, with excellent communication skills over the phone, text, and email. You're highly organized and detail-oriented, comfortable following proven processes while thinking independently, and self-motivated and dependable. Tech-savvy and able to learn new systems quickly, you're adaptable and excited by growth and change, and passionate about helping customers make confident decisions.
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
Pay
Competitive base salary plus performance-based bonus opportunities.