Customer Service Specialist - Case Management

Your Work Matters

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.

Qualifications

• 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)
• 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

Offering 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 Conditions

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.

Equal Employment Opportunity

Floor & Decor provides 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. This policy applies to all areas of employment, including recruitment, testing, screening, hiring, selection for training, upgrading, transfer, demotion, layoff, discipline, termination, compensation, benefits and all other privileges, terms and conditions of employment.