Customer Advocate

Purpose:

We are looking for a customer-oriented call center associate. You will act as a liaison, provide product/services information and resolve any emerging problems that our customers might face with accuracy and efficiency. The best CAs are genuinely excited to help customers. They’re patient, empathetic, and passionately communicative. They love to talk. Customer Advocates can put themselves in their customers’ shoes and advocate for them when necessary.

Minimum Eligibility Requirements:

• High School Diploma or Equivalent required
• Open availability
• 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 communications skills when speaking or writing to 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
• Call Center experience a plus

Essential Job Functions:

• Contribute to overall positive Customer Experience
• Clarify customer requirements multiple form of communication (phone/email/chat); probe for understanding, use decision-support tools and resources to resolve customer issues that are non-standard/unstructured and require some clarification or conceptual thinking
• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
• Prepare complete and accurate work including appropriately notating cases/shipping as required
• Participate in activities designed to improve customer satisfaction and business performance
• Ability to de-escalate and solve complex problems
• Offer additional products and/or services
• Track, document and retrieve information in case management system
• Follow communication procedures, guidelines and policies
• Take the extra mile to engage customers
• Collaborate with management teams to stay updated on new products, services, and policies
• Ability to multi-task, prioritize, and manage time effectively
• Organized and detailed oriented
• Excellent verbal, written and interpersonal communication skills.
• Must be team oriented
• Problem-solving, collaboration, patience, tech-savviness 
• A background in a customer service environment

Working Conditions (travel & environment)

• Limited travel required including air and car travel.
• While performing the duties of this job, 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.)

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:  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.