Customer Care Analyst

  • Atlanta, Georgia, 30339

Purpose

This position is responsible for analyzing and reporting on our Customer Care operations & customer experience.  This position will play a key role in supporting our Customer Care team, including expanding our reporting, identifying opportunities for improving efficiencies, and delivering actionable insights about our business.

Minimum Eligibility Requirements

  • Bachelor’s degree in Business Management or Marketing (relevant experience can be substituted for the required education on the basis of one calendar year of experience for one academic year of education)
  • 3-5 years of exempt level experience required or an equivalent combination of education and experience sufficient to perform the essential functions of the job, as determined by the company
  • 2+ years working in analysis role with a focus on improving customer service preferred
  • Proven problem-solving and team building skills
  • Working knowledge of Customer Service best practices, systems and processes
  • Solid foundation in statistics required
  • Advanced level proficiency in MS Excel required
  • Proficiency with business intelligence tools (e.g. Tableau, Power BI) preferred
  • Must be highly analytical, extremely comfortable working extensively with numbers, and able to provide a data-driven rationale for new projects
  • Capable of analyzing KPIs and making recommendations for change as they pertain to
    sales, events, promotions, outbound communications, user generated content, marketing initiatives and site performance
  • Demonstrated ability to work independently as well as cross functionally with a team to execute tasks and projects and achieve desired results
  • Must be detail oriented and organized
  • Must possess excellent customer service skills and work well under pressure
  • Ability to multi-task, meet deadlines, and work in a fast-paced environment
  • Must pass pre-employment background check

Essential Functions

  • Help define and measure success for call center performance across numerous goals:  call service, customer satisfaction, efficiency, sales, and cost management
  • Partner with claims & escalations team by analyzing product trends, building & maintaining actionable dashboards & reports, and helping to identify process efficiencies
  • Track, analyze, and provide recommendations to improve our online live chat service, including expand our understanding of why customers are chatting and the incremental sales value & cost savings of live chat conversations
  • ID & bridge reporting gaps between customer feedback online and escalations team
  • Create, deliver, and update actionable reporting to key business stakeholders on a weekly/monthly/quarterly basis
  • Conduct extensive and self-directed analysis as defined by established business goals

Working Conditions (travel, hours, 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.

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.

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 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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