Customer Service Specialist - Case Management

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. 

Please note, we can only hire candidates residing in the following states: 
Alabama, Florida, Georgia, Indiana, Iowa, Kansas, Louisiana, New Mexico, North Carolina, South Carolina, Ohio, Oklahoma, Texas, Utah, Tennessee, Kentucky, Missouri, and Virginia. 

You’ll Be Successful With

• 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.

Your Day Consists Of

• 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.

Working Conditions (travel & environment)

• Role is primarily a work-at-home arrangement. 

• Limited travel required including air and car. 

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.