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Call Center Reroute Supervisor in MariettaGeorgia.

Floor & Decor is like no other flooring company. Founded in 2000 in Atlanta, we have quickly become one of the country’s leading flooring retailers, with dozens of stores nationwide – and more to come. A strong entrepreneurial spirit flows through our young company.

 TIME, TALENT & TEAMWORK

The remarkable success we have enjoyed could not have happened without the time, talent, and teamwork of our extremely dedicated associates. Working with equal amounts of passion and grit, we’ve become the “category killer of flooring” by revolutionizing the way people buy flooring. Our customers enjoy the largest in-stock selection of tile, wood, stone, and flooring accessories at prices no one can beat.

OPPORTUNITIES TO ADVANCE

To continue our amazing growth, Floor & Decor is actively seeking gifted people with a solid work ethic and a real passion for helping others. Are you ready to make a difference at a truly groundbreaking company?

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Call Center Reroute Supervisor

Marietta | Georgia | United States | 30067

It’s great being part of a culture where entrepreneurship and team spirit are not just buzzwords.

We are committed to our associates and customers.  This makes our business successful.

If you love working with a great group of people and desire the opportunity to grow, this is the place for you.

Job Description:

Purpose

Responsible delivering a high level of customer service for customers on our website, for training and developing Customer Care Call Reroute Specialists, and ensuring that customers have a positive shopping experience by receiving exceptional customer service and product information.

Minimum Eligibility Requirements

  • At least one year of customer service experience supervising call center agents and metrics, or an equivalent combination of education and experience sufficient to perform the essential functions of the job, as determined by the company. 
  • Additional relevant experience can be substituted for the required education on the basis of one calendar year of experience for one academic year of education.
  • Maintaining composure in dealing with customers, authorities, executives, clients, and staff, occasionally under conditions of urgency and in pressure situations.
  • Proven problem-solving and team building skills
  • Excellent organizational skills
  • Must be detail oriented and organized
  • Ability to multi-task and work in a fast-paced environment
  • Performs any other related duties as required or assigned.

Essential Job Functions

  • Act and work in a manner that is consistent with the company’s core values.
  • Ensure that all phone calls and customer communications are being answering immediately.
  • Provide directions to all Customer Care Call Reroute Specialist’s to ensure a highly attentive and accurate level of customer service. 
  • Complete all product specialist certification courses. 
  • Demonstrate a thorough understanding of merchandise and installation.
  • Assist in validating the overall merchandising, pricing and organization of the website.
  • Communicate SOP direction and changes to all associates in a timely manner.
  • Assist customers with product questions and selections.
  • Process customer orders received via the website.
  • Process customer refunds and exchanges according to company guidelines.
  • Assist the Call Center Manager with any other needs associated with the Call Center. 
  • Ensure Customer Care Call Reroute Specialists comply to their adherence outlined in Calabrio.
  • Supervise Customer Care Call Reroute Specialist’s Zendesk workload and coach to meet department QA scores. 
  • Provide praise, coach and develop associates to maximum performance.
  • Ensure protection of confidential information.

Physical/Sensory Requirements

Medium Work – Ability to exert 20-50 pounds of force occasionally, and/or 10-25 pounds of force frequently, and/or greater than negligible up to 10 pounds of force constantly to lift, carry, push, pull, or otherwise move objects.  The employee is often required to use their hands and fingers, to handle or feel. The employee is occasionally required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl.

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WHY WORK FOR US?


Floor & Decor is like no other flooring company. Founded in 2000 in Atlanta, we have quickly become one of the country’s leading flooring retailers, with dozens of stores nationwide – and more to come. A strong entrepreneurial spirit flows through our young company. The remarkable success we have enjoyed could not have happened without the time, talent, and teamwork of our extremely dedicated associates. Working with equal amounts of passion and grit, we’ve become the “category killer of flooring” by revolutionizing the way people buy flooring. Our customers enjoy the largest in-stock selection of tile, wood, stone, and flooring accessories at prices no one can beat.

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