Customer Success Representative

About Floor Coverings International

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 Role

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.

What You Will Own

Lead intake and response

•    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

Appointment booking and confirmation

•    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

Follow-up and pipeline maintenance

•    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

Lead source quality management

•    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

KPIs and Reporting

•    Participate in morning status meetings on lead and appointment metrics

•    Maintain visibility into pipeline health and flag issues early

How Success Is Measured

•    Speed-to-lead: median minutes from lead arrival to first contact attempt

•    Booking rate: percentage of qualified leads that become scheduled appointments

•    Sit rate: percentage of booked appointments that happen as scheduled

•    Follow-up cadence completion: percentage of unsold quotes that receive the full follow-up sequence

Who You Are

•    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

What This Role Is Not

•    This is not a traditional sales role. You will not be quoting projects or selling flooring.

•    This is not a stepping stone to a sales position. We are looking for someone who wants to build a career as a CSR.

•    This is not a call center role. You are the dedicated front door of a growing local business, not one of fifty people on a queue.

•    For someone who does not maintain notes and details inside of a system.

•    For someone who does not adapt well to change and testing new things.

Qualifications

Required:

•    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

Preferred:

•    Experience in home services, contracting, real estate, or a similar industry

•    Experience handling appointment confirmations and customer follow-up workflows

Why This Role Is Different

Most customer-facing roles feel transactional. This one is not. You will have a daily relationship with the General Manager, clear ownership of metrics that directly drive the business, and visibility into how your work translates into revenue and growth. We are building a business with intention, and this is one of the most important seats on our team.

You will be the only person in this role. You will set the standard for what good looks like. The success of this role will directly fund the company's and your co-worker’s growth.

This role will be compensated based on a base salary as well as performance based bonus.