Customer Service Specialist – Case Management

🔥 9 minutes ago

🏈 Alabama, Florida, +14 more states – Remote

🏈 Alabama – Remote 🐊 Florida – Remote 🌾 Iowa – Remote 🌪️ Kansas – Remote 🐎 Kentucky – Remote ⚜️ Louisiana – Remote 🌶️ New Mexico – Remote 🌲 North Carolina – Remote 🏈 Ohio – Remote 🌪️ Oklahoma – Remote 🏰 Missouri – Remote 🌴 South Carolina – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote ⛷️ Utah – Remote ⚔️ Virginia – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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This company has sponsored H1B visas in the past.

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Floor & Decor

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2000

🛒 Retail

Retail

Floor & Decor is a rapidly growing retailer specializing in hard surface flooring. The company currently operates over 200 stores and has plans to expand to 500 locations. Floor & Decor prides itself on providing a wide range of high-quality flooring products and fostering a positive environment for both customers and employees. It emphasizes community involvement, offering competitive benefits to its associates, and promoting professional growth and rewarding career opportunities.

📋 Description

• Connecting with customers primarily through email to resolve customer concerns submitted through our website. • Responding to internal email requests submitted by Store Leaders and Store Associates. • Following up on all email cases submitted by Internal Phone and Chat Specialists to ensure resolution. • Providing assistance and following up with customers who initially reached out via Live Chat but, due to availability, submitted their requests via email. • Acting as the first point of contact for most customer issues and ensuring timely escalation to other departments as needed. • Communicating with customers and employees in a friendly, respectful, and professional manner. • Listening attentively to customer needs and concerns, demonstrating empathy, and maximizing opportunities to build rapport. • Supporting customers in a courteous, friendly, and professional manner while adhering to Quality and KPI guidelines. • Resolving all customer concerns within 48 hours, with the first customer communication occurring within 24 hours. • Taking ownership of customer issues through resolution in real time or via timely follow-up by utilizing available tools and resources. • Accurately documenting customer accounts, orders, and Salesforce cases to ensure complete information is available for issue resolution. • Participating in activities designed to improve customer satisfaction and business performance. • Following communication procedures, guidelines, and company policies. • Offering additional products and services when appropriate. • Collaborating with the management team to stay up to date on new products, services, and processes. • Collaborating with cross-functional teams to escalate customer-impacting issues. • Processing orders and managing orders as needed. • Providing Sales Recovery whenever possible rather than simply canceling customer orders. • 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