Customer Service Specialist - Case Management

Floor & Decor Holdings, Inc.

Job Overview

Location

100 Store Support Center - Remote

Job Type

Full-time

Full Job Description

📋 Description

• The Case Management Customer Service Specialist will be responsible for accurately and efficiently providing accurate product and service information while resolving any emerging problems faced by our customers.
• The purpose of this role is to effectively communicate with a diverse group of internal and external customers through responsive and professionally written communication.
• This role will be expected to approach all customer interactions with patience, empathy, and a genuine passion for customer service excellence.
• You’ll be responsible for connecting with customers primarily through email to resolve customer concerns submitted through our website.
• You’ll be responding to internal email requests submitted by Store Leaders and Store Associates.
• You’ll be following up on all email cases submitted by Internal Phone and Chat Specialists to ensure resolution.
• You’ll be providing assistance and following up with customers who initially reached out via Live Chat but, due to availability, submitted their requests via email.
• You’ll be acting as the first point of contact for most customer issues and ensuring timely escalation to other departments as needed.
• You’ll be communicating with customers and employees in a friendly, respectful, and professional manner.
• You’ll be listening attentively to customer needs and concerns, demonstrating empathy, and maximizing opportunities to build rapport.
• You’ll be supporting customers in a courteous, friendly, and professional manner while adhering to Quality and KPI guidelines.
• You’ll be resolving all customer concerns within 48 hours, with the first customer communication occurring within 24 hours.
• You’ll be taking ownership of customer issues through resolution in real time or via timely follow-up by utilizing available tools and resources.
• You’ll be accurately documenting customer accounts, orders, and Salesforce cases to ensure complete information is available for issue resolution.
• You’ll be participating in activities designed to improve customer satisfaction and business performance.
• You’ll be following communication procedures, guidelines, and company policies.
• You’ll be offering additional products and services when appropriate.
• You’ll be collaborating with the management team to stay up to date on new products, services, and processes.
• You’ll be collaborating with cross-functional teams to escalate customer-impacting issues.
• You’ll be processing orders and managing orders as needed.
• You’ll be providing Sales Recovery whenever possible rather than simply canceling customer orders.
• You’ll be striving to resolve customer issues during the first interaction through proactive problem-solving.

🎯 Requirements

• High School Diploma or Equivalent required.
• Open availability to work within operating hours/days.
• Experience in multi-tasking (using dual computer monitors, typing and talking).
• Successful candidates will have prior customer care, sales or technical experience in a service environment.
• Excellent verbal, written and interpersonal communication skills with customers and employees.
• Ability to listen actively and show empathy to customer’s concerns.
• Ability to prioritize work efforts and has strong attention to detail.
• Ability to multi-task, prioritize, and manage time effectively.
• Ability to de-escalate and solve complex problems.
• Strong problem-solving, collaboration, patience, tech-savviness.
• Must be team oriented.
• Passionate about building a world class customer experience by enthusiastically supporting the request of all customers.

🏖️ Benefits

• Bonus opportunities & career advancement opportunities at every level.
• Programs that help you reach your financial goals: 401k with company match, Employee Stock Purchase Plan, and Referral Bonus Program.
• Medical, Dental, Vision, Life, and other Insurance Plans (subject to eligibility criteria).
• Work-life balance, including: Paid vacation and sick time for eligible associates, Paid holidays plus a personal holiday, Paid Volunteer Time Off that starts on Day 1.

Skills & Technologies

Remote

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Floor & Decor Holdings, Inc.

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About Floor & Decor Holdings, Inc.

Floor & Decor Holdings, Inc. is a specialty retailer of hard-surface flooring, tiles, natural stone, laminates, vinyl, wood, and related tools and accessories. The company operates large-format warehouse stores across the United States, serving retail consumers, commercial contractors, and designers. It sources directly from global manufacturers to offer a broad assortment of in-stock products at competitive prices. Founded in 2000 and headquartered in Atlanta, Georgia, Floor & Decor also provides installation services and design support through its stores and e-commerce platform.

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