Product Content and Q&A Specialist

  • Atlanta, Georgia, 30339


The Product Content and Product Q&A Specialist’s primary focus will be on providing answers to customer submitted questions. The questions will mainly be submitted through product Q&A functionality and FAQs sections. Through collaboration with other teams, this person will help determine if the answer to a question should be posted to the public or if the answered should be answered in private. The person who fills this role will be responsible for trafficking complicated questions that need to be answered by product specialists, legal, compliance or Store Operations.

Sharing information across departments is a key component to providing a consistent customer experience. Therefore, this person will be responsible for sharing the questions and answers with other departments. F&D has a knowledge base of information that is utilized across several departments. The Product Content and Product Q&A Specialist will utilize this tool to find answers questions but will also enter answers and product content to assist other departments including Customer Care, Learning, Store Operations & Digital Merchandising.

This position will help F&D gain insights into what customers want to know about our company, our products and our services. These insights will help drive other customer focused strategies.

Minimum Eligibility Requirements

  • A true passion for creating a great customer experience and the ability to translate the passion into process
  • Excellent written and communication skills (i.e. grammar, formatting)
  • Excellent interpersonal and communication skills
  • Experience managing product content and entry into a CMS or directly to a website platform
  • Advanced level proficiency in MS Office applications
  • Must be organized, detail-oriented and possess strong problem-solving skills
  • Ability to multi-task and work in a fast-paced environment
  • Bachelor’s degree in Marketing, English, Journalism or related field
  • Bachelor’s degree (relevant experience can be substituted for the required education on the basis of one calendar year of experience for one academic year of education)
  • Three years of relevant experience required or an equivalent combination of education and experience sufficient to perform the essential functions of the job, as determined by the company
  • Proven problem-solving and team building skills
  • Excellent organizational skills
  • Strong computer skills including Microsoft Office Suite
  • Has exempt level experience involving various position content
  • Experience managing text
  • Working knowledge of text
  • 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 Job Functions

  • Manage day-to-day activity of customer submitted questions
  • Develop and establish process for answering questions appropriately
  • Monitor and respond to customer’s questions and engage as a Floor & Decor advocate
  • Traffic questions to the appropriate team members as necessary. These groups include Customer Care, Compliance, etc.
  • Enter answers and resolutions into Floor and Decor’s database of questions and answers
  • Help fill content gaps that have been presented by customer’s questions
  • Identify and provide insight for trends, product questions, opportunities, and escalation issues to appropriate teams
  • Upload installation guides, warranty information, product videos, etc. to 
  • Be the owner of the online product glossary
  • Track, analyze and report results and trends
  • Provide reporting at an executive level
  • Tag product content to be more easily accessible via internal systems
  • Collaborate with various teams to align with the company’s culture, objectives and strategies  
  • Participates in special projects and performs additional duties ad required

Working Conditions (travel, hours,  environment)

  • This position is hourly, and may exceed eight hours in a day or forty hours in a week

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.=

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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