Customer Success Representative

Floor Coverings International

Job Location:

Pensacola, FL - USA

Monthly Salary: Not Disclosed

Posted on: Yesterday

Vacancies: 1 Vacancy

Job Summary

Benefits:

Bonus based on performance
Paid time off
Training & development

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 customers 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 dont 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 companys and your co-workers growth.

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

Compensation: $40000.00 per year

Floor Coverings International is the#1mobile flooring franchise in North America. Our unique shop-at-home model allows customers to get perfect new floors without ever leaving their home. Our 400000 customers give us an average 4.8 star rating. Thats a big reason why were 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.

Required Experience:

Unclear Seniority

Benefits:Bonus based on performancePaid time offTraining & developmentAbout Floor Coverings InternationalFloor 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 cust...