Job Details

Customer Success Representative

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.

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.