Customer Success Specialist — Growth & Impact

Floor Coverings International Dakota County; Spokane (WA); On-site; USD 40,000 - 55,000; Full time

Benefits offered by this job

Health insurance

Paid time off

Performance-based bonus opportunities

Job summary

Floor Coverings International is seeking a Customer Success Representative in Spokane to be the voice and energy of the customer experience. You’ll greet homeowners and business owners, respond to inquiries, schedule in-home design consultations, and coordinate with a Design Associate to turn vision into reality.

You’ll track leads, manage schedules, and follow up to ensure no opportunity falls through. If you’re friendly, organized, and motivated by measurable goals, this role fits.

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

Communication

Organization

Multitasking

Tools

CRM software

Scheduling software

Job description

Floor Coverings International is seeking a Customer Success Representative in Spokane to be the voice and energy of the customer experience. You’ll greet homeowners and business owners, respond to inquiries, schedule in-home design consultations, and coordinate with a Design Associate to turn vision into reality.

You’ll track leads, manage schedules, and follow up to ensure no opportunity falls through. If you’re friendly, organized, and motivated by measurable goals, this role fits.