Job Description
Purpose:
The Customer Advocate for Chat handles inbound customer service inquiries chat and messaging to handle complex customer issues. The successful candidate will leverage effective listening skills, attention to detail, strong intellectual curiosity and a honest desire to make a difference to ensure each customer experience is exceptional. The advocate will understand the customers' needs and will focus on delivering solutions that meets those needs.
Minimum Eligibility Requirements:
High School Diploma or Equivalent Experience required
2 + Years of experience in a high-volume Contact Center
Ability to work Customer Service Hours (Monday - Thursday 8 am to 8pm; Friday 8am to 7pm, Saturday 8 am to 8 pm and Sunday 10 am to 6 pm)
Experience in multi -tasking, maneuvering through up to 10 systems and/or Applications
Successful candidates will have prior customer care, sales or technical experience in a service environment
Excellent communications skills when speaking or writing to customers and employees
Ability to read detailed notes and find root cause of inquiry/concern
Show empathy to customer's concerns and ability to efficiently resolve
Ability to prioritize work efforts and has strong attention to detail
Essential Job Functions:
Actively listen to customers via Live Chats and Messaging, while offering solutions to resolve customer accounts and provide a remarkable experience
Manage chats with a minimum of 5 customer simultaneously to research requests regarding various product aspects, order status, etc.
Probe for understanding, use decision-support tools and resources to resolve customer issues that are non-standard/unstructured and require some clarification or conceptual thinking
Ability to demonstrate empathy and build rapport via webchat
Prepare complete and accurate work to include appropriately notating cases/shipping as required
Participate in activities designed to improve customer satisfaction and business performance
Ability to de-escalate and solve complex problems in webchat
Offer additional products and/or services
Track, document and retrieve information in case management system
Follow communication procedures, guidelines and policies
Collaborate with management teams to stay updated on new products, services, and policies
Working Conditions (travel & environment)
Travel may be required including air and car travel
The noise level in the work environment is typically quiet to moderate.
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.
Note: Floor & Decor considers all applicants for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, medical condition, pregnancy, marital or familial status, veteran status, or based on any other class protected by applicable federal, state, or local law. Floor & Decor also provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.
This job description does not constitute an employment agreement between the employer and the employee and is subject to change by the employer at its sole discretion.
Equal Employment Opportunity:
Floor & Decor is an equal opportunity employer and is committed to equal opportunity for all associates and applicants. F&D recruits, hires, trains, promotes, compensates and administers all personnel actions without regard to race, color, religion, sex, sex stereotyping, pregnancy (which includes pregnancy, childbirth and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, gender expression, national origin, age, mental or physical disability, ancestry, medical condition, marital status, military or veteran status, citizenship status, sexual orientation, genetic information or any other status protected by applicable 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. This policy and the law prohibit employment discrimination against any associate or applicant on the basis of any legally protected status outlined above.