Customer Advocate - Case

  • R030078
  • Marietta, Georgia, 30067

Purpose: 

The Customer Advocate for Case handles inbound customer service inquiries to handle complex customer issues to resolution. The successful candidate will leverage effective listening skills, attention to detail, strong intellectual curiosity and an honest desire to make a difference to ensure each customer experience is exceptional. The advocate will understand the customers’ needs and will focus on delivering solutions that meets those needs.  

 

Minimum Eligibility Requirements: 

  • High School Diploma or Equivalent Experience required  

  • 2 + Years of experience in a high-volume Contact Center   

  • Ability to work Customer Service Hours (Monday – Thursday 8 am to 8pm; Friday 8am to 7pm, Saturday 8 am to 8 pm and Sunday 10 am to 6 pm)    

  • Experience in multi -tasking, maneuvering through up to 10 systems and/or Applications  

  • Successful candidates will have prior customer care, sales or technical experience in a service environment   

  • Excellent communications skills when speaking or writing to customers and employees   

  • Ability to read detailed notes and find root cause of inquiry/concern  

  • Show empathy to customer’s concerns and ability to efficiently resolve   

  • Ability to prioritize work efforts and has strong attention to detail  
     

Essential Job Functions: 

  • Act as a subject matter expert on the Floor & Decor customer journey and offer solutions to provide the ideal customer experience.  

  • Manage a case load of a minimum of 50 cases per day from inception to resolution.  

  • Probe for understanding, use decision-support tools and resources to resolve customer issues that are non-standard/unstructured and require some clarification or conceptual thinking   

  • Ability to demonstrate empathy and build rapport  

  • Prepare complete and accurate work to include appropriately notating cases/shipping as required   

  • Participate in activities designed to improve customer satisfaction and business performance   

  • Ability to de-escalate and solve complex problems  

  • Offer additional products and/or services   

  • Track, document and retrieve information in case management system   

  • Follow communication procedures, guidelines and policies   

  • Collaborate with management teams to stay updated on new products, services, and policies  
     

 Working Conditions (travel & environment) 

  • Travel may be required including air and car travel 

  • 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:  Floor & Decor considers all applicants for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, medical condition, pregnancy, marital or familial status, veteran status, or based on any other class protected by applicable federal, state, or local law.  Floor & Decor also provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law. 

 

This job description does not constitute an employment agreement between the employer and the employee and is subject to change by the employer at its sole discretion. 

 

Benefits & Rewards

  • Bonus opportunities at every level

  • Career advancement opportunities

  • Relocation opportunities across the country

  • 401k with discretionary company match

  • Employee Stock Purchase Plan

  • Referral Bonus Program

  • Corporate Discount Programs

  • Medical, Dental, Vision, Life and other Insurance Plans (subject to eligibility criteria)

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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Benefits & Rewards

  • Bonus opportunities at every level
  • Career advancement opportunities
  • Relocation opportunities across the country
  • 401k with company match
  • Employee Stock Purchase Plan
  • Referral Bonus Program
  • A personal holiday and Volunteer Time Off program
  • Medical, Dental, Vision, Life and other Insurance Plans (subject to eligibility criteria)

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