Customer Success Advocate — Drive Growth & Impact

Floor Coverings International of Spokane; Spokane (WA); On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

Health insurance

Paid time off

Performance bonus opportunities

Ongoing training

Career growth

Impactful work

Direct leadership access

Job summary

Floor Coverings International of Spokane is seeking a Customer Success Representative to be the voice, energy, and first contact for homeowners and business owners beginning their flooring project.

You will guide customers through the initial steps, build trust, answer questions, and coordinate appointments that help turn visions into reality. The role emphasizes friendly, organized service and measurable growth impact.

Qualifications

• 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.

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.

Skills

Customer service

Appointment setting

Communication skills

CRM software

Scheduling software

Tools

CRM software

Scheduling software

Job description

Floor Coverings International of Spokane is seeking a Customer Success Representative to be the voice, energy, and first contact for homeowners and business owners beginning their flooring project.

You will guide customers through the initial steps, build trust, answer questions, and coordinate appointments that help turn visions into reality. The role emphasizes friendly, organized service and measurable growth impact.