Note: The job is a remote job and is open to candidates in USA. Floor & Decor is a leading retailer specializing in flooring and home improvement products. The Case Management Customer Service Specialist will provide accurate product and service information while resolving customer issues through effective communication and problem-solving skills.
Responsibilities
- 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
Skills
- 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)
- Paid vacation and sick time for eligible associates
- Paid holidays plus a personal holiday
- Paid Volunteer Time Off that starts on Day 1
Company Overview