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Product Resolution Advocate

1 month ago

Marietta, Georgia, United States Floor & Decor Holdings, Inc. Full time
Job Summary:

The Customer Satisfaction Specialist assumes responsibility for the company's effective response regarding product resolution, warranty, and customer satisfaction. This role involves making sound decisions regarding company liability and risk, utilizing thorough and verifiable inspections, reviews, and needs of customers. The specialist is responsible for filtering projects, responding to requests, and collaborating on disputes (post-sale, post-installation, post shipping) and escalated concerns.

Key Responsibilities:
  • Manage voice calls/messages, timely responses to emails, reviewing reports, and identifying and prioritizing items for attention.
  • Thoroughly research and investigate all customer-related issues and communicate with store management and internal customers to reach an appropriate, practical, and logical resolution.
  • Continuously solid partnerships with merchants/vendors, operations leadership, and legal counsel regarding dispute and escalation cases.
  • Monitor the product performance of external claim vendors, report claims, collect the required information for claims cases, coordinate and communicate with internal customers on claim status and work with claim vendors/stores on safe and timely resolution.
Requirements:
  • High school degree
  • Must work in a remote/at-home environment
  • 2-4 years of customer service and conflict resolution experience
  • Working with high-volume workload while maintaining expected service levels
  • Demonstrated case management skills, prioritizes work efforts, and strong attention to detail
  • Experience in multi-tasking (using dual computer monitors, support systems, etc.)
  • Excellent communications skills when speaking/writing to customers and employees
  • Ability to listen actively and show empathy to customer's concerns
  • Responds positively to changing business needs and responsibilities.
Preferred Requirements:
  • Floor & Dcor store experience and or flooring industry knowledge
  • Associates degree or higher
  • 2+ years in claims or dispute resolution experience
  • Spanish/multi-language speaking and writing skills
Working Conditions:
  • Limited travel required, including air and car travel.
  • While performing job duties, the employee is occasionally exposed to a warehouse environment and moving vehicles.
  • Work-from-home availability (Prerequisite of a quiet and distraction-free working space, must maintain internet and Wi-Fi access.)
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)