Customer Care Supervisor

  • Marietta, Georgia, 30067

Purpose

Responsible delivering a high level of customer service for customers on our website, for training and developing Customer Care Call 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 answered 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.

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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