Customer Experience Manager
3 weeks ago
At Floor & Decor Holdings, Inc., we're committed to delivering exceptional customer experiences that exceed our customers' expectations. As a Customer Experience Manager, you'll play a critical role in driving our sales and customer service strategies forward. This role is responsible for leading the training and development of our Product Sales Specialists to ensure they provide top-notch customer service and product information. You'll work closely with our sales team to create a positive shopping experience for our customers, driving sales growth and customer satisfaction.
About the Role
This is a full-time position that requires a high school diploma or equivalent, with one year of customer service/sales experience or an equivalent combination of education and experience. You'll also need excellent communication skills, both verbal and written, as well as the ability to multitask and work in a fast-paced environment. You'll be responsible for providing direction to our product sales specialists, ensuring a highly attentive and accurate level of customer service. You'll also be expected to complete all product specialist certification courses, demonstrate a thorough understanding of merchandise and installation, and ensure the overall merchandising, pricing, and organization of the department.
Key Responsibilities
- Provide direction to all product sales specialists to ensure a highly attentive and accurate level of customer service
- Complete all product specialist certification courses
- Demonstrate a thorough understanding of merchandise and installation
- Ensure the overall merchandising, pricing, and organization of the department
- Communicate standard operating procedure direction and changes to all associates in a timely manner
- Complete the Industrial Truck (forklift) proficiency testing and certification
- Communicate inventory needs to management
- Direct and assist the processing of merchandise to the showroom floor
- Validate all product placement and pricing within the department
- Greet every customer in a helpful and courteous manner
- Assist customers with product questions and selections
- Process customers at check-out using the point of sale (POS) system
- Process customer refunds and exchanges according to established guidelines
- Present 'how-to' classes to customers
- Follow established cash, check, and charge card acceptance procedures
- Answer the telephone according to accepted guidelines
- Stock and tag merchandise displays as required
- Create price tags and merchandise signs
Working Conditions
This role requires working in a warehouse environment and being exposed to moving vehicles. The noise level in the work environment is typically moderate to noisy. You'll be required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch, or crawl frequently. The physical work requires exerting pounds of force occasionally, and/or 20-30 pounds of force frequently, and/or greater than negligible up to 20 pounds of force constantly to lift, carry, push, pull, or otherwise move objects. You'll also need to use your hands and fingers to handle or feel objects frequently.
Benefits
- 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
- Personal holiday and Volunteer Time Off program
- Medical, dental, vision, life, and other insurance plans (subject to eligibility criteria)
Equal Employment Opportunity
Floor & Decor Holdings, Inc. is an equal employment opportunity employer. We provide 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. We prohibit employment discrimination against any associate or applicant on the basis of any legally protected status outlined above.
Estimated salary: $20.00 - $25.00 per hour
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