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Care Center 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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Care Center Supervisor

Marietta | Georgia | United States | 30067

It’s great being part of a culture where entrepreneurship and team spirit are not just buzzwords.  If you love working with a great group of people and desire the opportunity to grow, this is the place for you.

Purpose

We are seeking a highly motivated and resourceful individual to lead members of the Floor and Decor Care Center. You will not only lead a team of passionate specialist, but you will also build out world class operations - optimizing all customer interaction channels including, but not limited to, email, chat, and phone - all while strengthening team culture, driving customer happiness, and promoting employee success. The Care Center Supervisor is responsible for working with the leadership team to meet all performance metrics associated with operations. They are responsible for providing: leadership, coaching, development and management of Care Center staff.

Minimum Eligibility Requirements

  • 3+ years of call center, customer service, and/or supervisory experience required.
  • Proficiency with technology, especially computers, software applications, and phone systems.
  • Ability to coach, train, inspire employees and evaluate their performance.
  • Basic PC aptitude including proficiency in keyboard skills. Must be able to type at 45 wpm.
  • Ability to work overtime as necessary to meet quotas.
  • High School Degree or equivalent.

Preferred Eligibility Requirements

  • Familiarity with CRM systems and practices (Five9 and Salesforce preferred)
  • 5 years of experience in a high-volume customer service center
  • Prior experience in a supervisor or management role
  • Bi-Lingual (Spanish)

Essential Functions

  • Hiring, training, and preparing care center specialist to respond to customer questions and complaints and troubleshoot problems with services or products.
  • Ensuring specialist understand and comply with all care center objectives, performance standards, and policies.
  • Answering specialist questions regarding best practices or difficult calls.
  • Identifying operational issues and suggesting possible improvements.
  • Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
  • Preparing reports and analyzing data to assist management as they determine call center goals.
  • Working with other supervisors and management team members to support agents and maximize customer satisfaction.
  • Oversee and ensure conflict resolution between associates and customers.
  • Coach and mentor team members with a focus on professional development and upstream thinking.
  • Maintain a daily floor presence to ensure staff is effectively deployed utilizing telephony technology. Be available/approachable to handle call escalations as necessary. Hold self and others accountable.
  • Utilize external VOC survey results to identify process gaps and coaching opportunities that drive customer experience higher. Conduct routine audits and training with Care Center Specialist to ensure adherence to department policy and procedures along with Quality Assurance standards.
  • Collect, analyze and measure process data, to initiate sustainable and controlled business practices. Must be prepared to report out to senior leadership positive and negative trends in processing that may have systemic impacts to the business.


WORKING CONDITIONS (TRAVEL, HOURS, ENVIRONMENT)

  • The noise level in the work environment is typically quiet to moderate.


PHYSICAL/SENSORY REQUIREMENTS
Sedentary Work – Ability to exert 10 - 20 pounds of force occasionally, and/or negligible amount of force frequently to lift, carry, push, pull or otherwise move objects. Sedentary work involves sitting most of the time, but may involve walking or standing for brief periods of time.

NOTE: All duties and responsibilities listed are considered to be essential job functions and requirements, and are subject to possible modification to reasonably accommodate individuals with disabilities. Marginal functions of the position (those that are incidental to the performance of fundamental job duties) have not been included. However, the omission of specific statements of duties does not exclude them from the position if the work is similar, related or logical assignment to the position.

This job description does not constitute an employment agreement between the employer and the employee, and is subject to change by the employer as the needs of the business and requirement of the job change.

Equal Employment Opportunity:

Floor & Decor is an equal opportunity employer and is committed to equal opportunity for all associates and applicants.  F&D recruits, hires, trains, promotes, compensates and administers all personnel actions without regard to race, color, religion, sex, sex stereotyping, pregnancy (which includes pregnancy, childbirth and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, gender expression, national origin, age, mental or physical disability, ancestry, medical condition, marital status, military or veteran status, citizenship status, sexual orientation, genetic information or any other status protected by applicable law.

This policy applies to all areas of employment, including recruitment, testing, screening, hiring, selection for training, upgrading, transfer, demotion, layoff, discipline, termination, compensation, benefits and all other privileges, terms and conditions of employment.  This policy and the law prohibit employment discrimination against any associate or applicant on the basis of any legally protected status outlined above.

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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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