Customer Advocate Operations Supervisor (Remote)

  • Marietta, Georgia, 30067

Purpose:

This position is perfect for career-driven individuals who are looking to develop their leadership skills and grow with the company. This fast-paced environment requires excellent communication skills and the ability to multitask. The CAS responsible for operational strategy, ensure high levels of customer satisfaction and maintain consistent customer experience practices to promote positive customer retention. This position requires excellent communication skills, organizational agility, strong planning skills, and the ability to drive initiatives to completion successfully. The successful candidate will be a self-motivated, customer-centric, highly professional individual. He or she will deliver a strong sense of ownership, urgency, and desire to provide high-quality service.

Minimum Eligibility Requirements:

  • High School Diploma or Equivalent required
  • Open availability
  • Experience in multi -tasking (using dual computer monitors, typing and talking) 
  • 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 listen actively and show empathy to customer’s concerns
  • Problem-solving, collaboration, patience, tech-savviness 
  • A background in a customer service environment

Essential Job Functions:

  • Contribute to overall positive Customer Experience
  • Clarify customer requirements multiple form of communication (phone/email/chat); 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
  • Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
  • Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
  • Prepare complete and accurate work including 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
  • Take the extra mile to engage customers
  • Collaborate with management teams to stay updated on new products, services, and policies
  • Ability to multi-task, prioritize, and manage time effectively
  • Collaborate with management teams to stay updated on new products, services, and policies
  • Ability to multi-task, prioritize, and manage time effectively
  • Organized and detailed oriented
  • Excellent verbal, written and interpersonal communication skills.
  • Must be team oriented
  • Problem-solving, collaboration, patience, tech-savviness 
  • A background in a customer service environment

Working Conditions (travel & environment)

  • Limited travel required including air and car travel.
  • While performing the duties of this job, the employee is occasionally exposed to a warehouse environment and moving vehicles. The noise level in the work environment is typically quiet to moderate.
  • Work-from-home availability (Prerequisite of a quiet and distraction-free working space, must maintain internet and WiFi access.)

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.

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 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)

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