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Specialist, Customer Care (Level 3) in MariettaGeorgia.

Floor & Decor is like no other flooring company. Founded in 2000 in Atlanta, we have quickly become one of the country’s leading flooring retailers, with dozens of stores nationwide – and more to come. A strong entrepreneurial spirit flows through our young company.

 TIME, TALENT & TEAMWORK

The remarkable success we have enjoyed could not have happened without the time, talent, and teamwork of our extremely dedicated associates. Working with equal amounts of passion and grit, we’ve become the “category killer of flooring” by revolutionizing the way people buy flooring. Our customers enjoy the largest in-stock selection of tile, wood, stone, and flooring accessories at prices no one can beat.

OPPORTUNITIES TO ADVANCE

To continue our amazing growth, Floor & Decor is actively seeking gifted people with a solid work ethic and a real passion for helping others. Are you ready to make a difference at a truly groundbreaking company?

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Specialist, Customer Care (Level 3)

Marietta | Georgia | United States | 30067

It’s great being part of a culture where entrepreneurship and team spirit are not just buzzwords.

We are committed to our associates and customers.  This makes our business successful.

If you love working with a great group of people and desire the opportunity to grow, this is the place for you.

Job Description:

Purpose

The position is to help maintain the operational section of eCommerce/Customer Care Department.  Control expenses, reduce waste in spending, research variances in invoicing and develop plan and recommendations to correct, and working with employees from the corporate office to improve operational systems of the department.  In addition, navigate and utilize the company's web site timely with proficiency and accuracy.

Minimum Eligibility Requirements

  • High School diploma or equivalent
  • 1-2 years of experience in a high-volume call-center
  • Excellent communication skills (verbal and written)
  • Knowledge of office and clerical processes
  • Demonstrated knowledge of customer service principles and practices
  • Strong computer skills including MS Office with the ability to learn customer service software applications
  • Must have a proficient knowledge of MS Excel
  • Must be able to type 35 WPM. 
  • Must possess excellent phone etiquette and customer service skills
  • Knowledge of supply chain logistics preferred
  • Must be detail oriented and highly organized
  • Ability to multi-task, meet call-center metrics and work well in a fast paced environment
  • Must pass pre-employment background check

Essential Functions

Customer Service

  • Provide customers with excellent service via the phone, email and chat
  • Utilize and navigate the company's website in order to provide customers with an  
    exceptional shopping experience
  • Handle customer orders from order inception to completion (including follow-up)
  • Communicate with store personnel regarding customer orders and logistics
  • Handle customer complaints in a professional, courteous and timely manner
  • Handle online chat customers through the website
  • Handle store support calls
  • Responsible for helping to maintain internal CRM system
  • Handle escalated customer issues as needed
  • Provide support to Level 1 and Level 2 associates

Additional Responsibilities for Level 3

  • Handle Web Damage Claims
  • PRO customer support
  • Assist Supervisors
  • Preliminary escalations management
  • Accounting support

Specific responsibilities for Level 3 Operations Assistant

  • Audit monthly invoices for shipping orders
  • Maintain paperwork within the department, develop retention process
  • Partner with Logistics team, helping reduce unnecessary expenses
  • Perform research and provide feedback to General Manager
  • Provide feedback on open areas of improvement, work with management on plan to execute

Working Conditions (travel, hours, environment)

  • This position is hourly, knowing it may include hours which exceed eight hours in a day or forty hours in a week
  • 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.

Note:  All duties and responsibilities listed are considered to be essential job functions and requirements, and are subject to possible modification to reasonably accommodate individuals with disabilities.  Marginal functions of the position (those that are incidental to the performance of fundamental job duties) have not been included.   However, the omission of specific statements of duties does not exclude them from the position if the work is similar, related or logical assignment to the position.

This job description does not constitute an employment agreement between the employer and the employee, and is subject to change by the employer as the needs of the business and requirement of the job change.

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WHY WORK FOR US?


Floor & Decor is like no other flooring company. Founded in 2000 in Atlanta, we have quickly become one of the country’s leading flooring retailers, with dozens of stores nationwide – and more to come. A strong entrepreneurial spirit flows through our young company. The remarkable success we have enjoyed could not have happened without the time, talent, and teamwork of our extremely dedicated associates. Working with equal amounts of passion and grit, we’ve become the “category killer of flooring” by revolutionizing the way people buy flooring. Our customers enjoy the largest in-stock selection of tile, wood, stone, and flooring accessories at prices no one can beat.

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