PRO Services Specialist

About the Role

Floor & Decor aims to be the go-to destination for professional clients (PRO customers) in the hard surface flooring contractor space. This role focuses on building relationships with PRO customers, earning their trust, and helping grow their business. The position 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 manage escalations.
• Collaborate with the Store Team to identify PROs in the store.
• Maintain extensive knowledge about Floor & Decor products.
• Train and support the Store Team on using the selling process.
• Educate PRO customers about the PRO business and expand their participation.
• Assist PROs in signing up for 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 PRO Customers' in-store activities.
• Collaborate in all store initiatives.
• Make effective program and benefit presentations.
• Occasionally travel to customer and PRO job sites with the Pro Services Manager to present F&D’s benefits and capabilities.

Requirements

• High School diploma or equivalent (Associate Degree or higher is a plus).
• 1 year in retail or wholesale contractor sales, service, supply, and/or professional installation.
• Strong written and verbal communication skills.
• Experience with Salesforce / CRM software is a plus.
• Bilingual in Spanish or the most dominant language in the Store trade-area is a plus.

Qualifications

• Excellent customer service skills and results-oriented.
• Strong interpersonal skills to interact effectively at all levels and across diverse cultures.
• Ability to multi-task, meet deadlines, and work in a fast-paced environment.

Working Conditions

This is an hourly position, which may include hours exceeding eight hours in a day. Travel up to 20% may be required. The role occasionally involves exposure to a warehouse environment and moving vehicles, with a typically moderate to noisy work environment. Medium work is required, involving exerting 20-50 pounds of force occasionally, 10-25 pounds frequently, and up to 10 pounds constantly.

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

Benefits

• Bonus opportunities and career advancement opportunities at every level.
• Programs to help reach 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-life balance, including paid vacation and sick time for eligible associates.
• Paid holidays plus a personal holiday.
• Paid Volunteer Time Off starting on Day 1.

Pay

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