Product Resolution Advocate (Customer- Remote)

  • Marietta, Georgia, 30067

Purpose:

The Product Resolution Advocate assumes responsibility for filtering projects, de-escalating customers, responding to requests, and collaborates on disputes (post-sale, post-installation, post shipping) and executive complaints. Customer-oriented, that will act as a liaison to resolve shipping challenges, post-installation, and executive escalations. They love to talk. The best PRA are genuinely excited to help customers and de-escalate their concerns. They're patient, empathetic, and passionately communicative. PRA is responsible for providing comprehensive organizational and administrative support to our internal/external customers and reduce and prevent loss. Their day-to-day responsibilities may include managing answering phones, responding to emails, reviewing reports, and identifying and prioritizing items for attention. They will also thoroughly research and investigate all customer-related issues and communicate with store management and internal customers to reach an appropriate, practical, and logical resolution. The employee must also continue solid partnerships with Buyers, Senior Directors of Operations, and Legal Counsel regarding dispute and escalation cases.

Minimum Eligibility Requirements:

  • Associates Degree (Preferred)
  • 2-4 years of Call Center, Dispute resolution, or Case management experience (Preferred)
  • Experience in multi-tasking & working in high volume caseload
  • Exceptional prioritization, organizational, communications when speaking and writing skills

Essential Job Functions:

  • Ability to explain/assist customers with F & D’s procedures, investigate and resolve disputes, de-escalate and possibly negotiate each case with internal and external customers, analyze and interpret facts and make necessary decisions with accuracy while meeting departments key performance metrics.    
  • Work independently (exercises independent judgment) in administering or coordinating resolution to dispute cases; work well with others in a collaborative environment, and organize and complete work by specific deadlines
  • Act as the first point of contact for our customers after they experience an issue post-sale or Executive grievances regarding (shipping, post-installation, and escalations)
  • Opportunity to assist customers with the dispute process and manage the dispute life-cycle end-to-end (performing the tasks and actions within the established timeframes. Follow-up, and communicate with customers and internal business partners to achieve key metrics, conceptual thinking)
  • Attention to detail and experience working with Microsoft suite, Salesforce, and other call center software such as, not limited to Five9, Verint, etc.   

Working Conditions (travel & environment)

  • Limited travel required, including air and car travel.
  • While performing job duties, 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.)
  • (Remote states: AL, AZ, CA, CO, FL, GA, IL, KS, KY, LA, MD, NC, NJ, NV, OH, OK, PA, TN, TX, UT, VA, WI)

PHYSICAL/SENSORY    REQUIREMENTS

Sedentary Work – Ability to occasionally exert 10 - 20 pounds of force 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 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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