Purpose:

The Senior Specialist, Product Resolution (SS-PR) is a professional/respectful team player and responsible for the company’s effective response regarding product resolution, warranty, and customer satisfaction; making sound decisions regarding company liability and risk, by utilizing thorough and verifiable inspections, reviews, and needs of customers. The SS-PR assumes additional responsibilities for being a strong resource, lead person, and trainer to fellow team members in technical job knowledge and managing escalated customer service solutions.

SS-PRs are expected to help customers with first-level service escalations and assist co-workers, especially during challenging times. They're patient, empathetic, and passionately communicative. A PRA is responsible for providing comprehensive organizational and administrative support to our internal/external customers and reduce and prevent loss.

In addition to their day-to-day responsibilities, including managing voice calls/messages, timely responses to emails, reviewing reports, and identifying and prioritizing items for attention, the SS-PR is accountable to being a positive role model, provide a variety of training, and strong wiliness to support others. 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 merchants/vendors, operations leadership, and legal counsel regarding dispute and escalation cases.

Minimum Eligibility Requirements:

• Strong customer service knowledge, escalated problem-solving, and case resolution skills
• Can provide ongoing training, process documentation, and coaching to new hires/existing team members.
• Excellent skills in case management and workload distribution.
• Has good knowledge in related support systems and reporting, builds strong partnerships with technology teams.
• Demonstrates high professionalism with all team members and partners
• Must have consistent positive inter-personal skills, always lead as an excellent role model.
• Shows respect with identified tasks/process decisions and expresses opinions in a positive manner, at all levels.
• High school degree or equivalent.
• Must work in a remote/at-home environment
• 2-4 years of customer service and conflict resolution experience
• Working with high-volume workload while maintaining expected service levels
• Demonstrated case management skills, prioritizes work efforts, and strong attention to detail
• Experience in multi-tasking (using dual computer monitors, support systems, etc.)
• Excellent communications skills when speaking/writing to customers and employees
• Responds positively to changing business needs and responsibilities.
• Adapts approach and methods to achieve results; recovers quickly from setbacks and finds alternatives

Preferred Requirements:

• One or more years of experience with F&D Product Resolution or related case management teams
• One or more years of supervisory/leadership experience in customer service
• Floor & Decor store experience and or flooring industry knowledge
• Associates degree or higher
• 2+ years in claims or dispute resolution experience
• Spanish/multi-language speaking and writing skills

Essential Job Functions:

• Share in-depth product/service technical knowledge and facilitate various training with all team members/partners.
• Interact with escalated customers service issues and ability to provide effective case resolution options.
• Ability to assign/reassign case owners daily, balance workload with team members, and provide ongoing regular reporting for the department.
• Maintains and manages various department related business systems (i.e., Salesforce, JDA, MMS, Microsoft Office Suite, etc.).
• The point of contact for customers after they experience a product issue post-sale/post-installation.
• Facilitating the research, probe for understanding root cases, provide appropriate guidance & resolution of dispute cases. Conducts investigations for shipping, post-installation, and escalating concerns in allotted timeframes
• Work independently (exercises independent judgment) in administering or coordinating resolution to dispute cases; work well with others, work in a collaborative environment, and organize and complete work by specific deadlines. With the opportunity to make a significant impact in our organization.
• Ability to explain procedures and resolve disputes (negotiations on outcome of cases) to the internal and external customers; analyze and interpret facts or information and make necessary decisions with accuracy. Manages risk budget, including ensuring expenses do not exceed budgeted allocations.
• 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)
• Monitor the product performance of external claim vendors, report claims, collect the required information for claims cases, coordinate and communicate with internal customers on claim status and work with claim vendors/stores on safe and timely resolution
• Attention to detail and experience working with Microsoft Office Suite, Salesforce/Service Cloud, and other related 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 Wi-Fi access.)

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

• Medical, Dental, Vision, Life and other Insurance Plans (subject to eligibility criteria)

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Equal Employment Opportunity

Floor & Decor provides equal employment opportunities to all associates and applicants without regard to age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, disability, veteran status, genetic information, ethnicity, citizenship, or any other category protected by 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.