PRO Services Specialist

Pay

Minimum base pay of $15.00 per hour, with higher starting pay available based on experience.

About the role

Floor & Decor strives to be the one‑stop destination for professional (PRO) customers in the hard‑surface flooring contractor space. This position focuses on building relationships with PRO customers, earning their trust, and helping grow their business. The role reports to the PRO Services Manager and supports the execution of Floor & Decor’s PRO priorities.

Responsibilities

• Execute the PRO Services Blueprint to create a world‑class experience for PRO customers.
• Support the PRO desk in‑store: handle phone calls, manage orders, follow up on orders, provide customer support, and address escalations.
• Collaborate with the Store Team to identify PROs in the store.
• Maintain extensive knowledge of Floor & Decor products.
• Train and support the Store Team on the selling process.
• Educate PRO customers about the business and expand their participation.
• Promote enrollment in the PRO Premier Rewards Program and demonstrate the benefits of the PRO app.
• Promote PRO Credit Solutions such as Commercial Business Account or PRO Premier Credit Card.
• Coordinate and assist with in‑store activities for PRO customers.
• Participate in all store initiatives and deliver effective program and benefit presentations.
• Provide excellent customer service and achieve results.
• Interact effectively across diverse cultures and at all organizational levels.
• Multi‑task, meet deadlines, and thrive in a fast‑paced environment.
• Occasionally travel with the PRO Services Manager to customer and PRO job sites to present Floor & Decor’s benefits and capabilities.
• Perform additional duties of similar nature as needed to meet business objectives.

Requirements

• High school diploma or equivalent (Associate degree or higher is a plus).
• At least 1 year of experience in retail or wholesale contractor sales, service, supply, and/or professional installation.
• Strong written and verbal communication skills.
• Experience with Salesforce or other CRM software (a plus).
• Bilingual in Spanish or the dominant language of the store’s trade area (a plus).

Working Conditions

This hourly position may require more than eight hours in a day and up to 20 % travel. Employees are occasionally exposed to a warehouse environment and moving vehicles; noise levels range from moderate to noisy. Physical demands include the ability to exert 20‑50 lb occasionally, 10‑25 lb frequently, and up to 10 lb constantly, as well as frequent standing, walking, reaching, climbing, stooping, kneeling, crouching, and crawling.

Benefits

• Bonus opportunities and career advancement at every level.
• Financial programs: 401(k) with company match, Employee Stock Purchase Plan, Referral Bonus Program.
• Medical, dental, vision, life, and other insurance plans (subject to eligibility).
• Work‑life balance: paid vacation and sick time for eligible associates.
• Paid holidays plus a personal holiday.
• Paid Volunteer Time Off starting on Day 1.

Schedule

Store Hours: Monday‑Friday 7:00 AM – 8:00 PM, Saturday 8:00 AM – 7:00 PM, Sunday 10:00 AM – 6:00 PM.
Pickup Hours: Monday‑Friday 7:00 AM – 7:00 PM, Saturday 8:00 AM – 7:00 PM, Sunday 10:00 AM – 6:00 PM.