Job Description

PURPOSE:

Under general direction, this position is responsible for supporting total quality methods, processes and procedures for the Care Center. This position will help preserve service excellence through: monitoring and assessing customer interactions of Care Center Advocates; documenting agent performance strengths and weaknesses using a Quality Management System; highlighting immediate compliance issues; assisting in generating standard process measurement reporting; and developing quality guidelines and procedural manuals. Ongoing motivation of your team to ensure a positive mind set and customer focused attitude remains throughout the Care Team.

MINIMUM ELIGIBILITY REQUIREMENTS:

• Minimum of two years’ Call Center experience required
• Proficient in Microsoft Office software (Word, Excel, Outlook, PowerPoint, SharePoint)
• Must be highly organized and able to work in a fast-paced environment managing multiple projects
• Open availability
• Must adapt well to change and successfully set and adjust priorities as needed. Work Experience, 2 years, customer service experience
• Ability to multitask and successfully operate in a fast paced, team environment

ESSENTIAL JOB FUNCTIONS:

• Be a Subject Matter Expert/Brand Ambassador for all our products
• Interacts and assists with Customer Advocates needs and various support functions, including but not limited to: Quality, Overrides, Back-up, Point-of-contact (POC) Training, etc.
• Address and resolve team members internal concerns and questions
• Meet key performance indicator metrics for call performance measurements and goals through development, training, and support
• Supports the team to improve morale and stay committed to our core values of exceptional teamwork and being of service internally to employees and externally to customers
• Strong ability to perform under pressure, multi-task, and have a sense of urgency, while remaining calm and positive with our customers and team.
• Ability to actively drive problems to resolution
• Follows all Operations standards and guidelines for preparation of products according to training and instructional materials provided
• Performs call monitoring and provides trend data to site management team
• Performs call monitoring and assessment of Care Center Associates for inbound/outbound calls chats, case notes & emails
• Participates in call calibration exercises
• Responsible for ensuring internal and external customer interactions are handled in compliance with established procedures and standards, in QA, case audit review, etc.
• Maintains overall objectivity in supporting consistent and superior customer service
• Identify and track quality trends
• Make recommendations for improvement
• Be a supportive teammate and contribute to a fun working environment
• Continue to build on an already strong CS team culture
• Technical ability to identify quality scoring trends & analyze data to determine root cause
• Advanced judgement and negotiation skills
• Make decisions quickly by using all available resources, seeking input, and considering short- and long-term implications
• Provide timely updates regarding new trends in support issues
• Organized and detailed oriented
• Analytical with information files
• Excellent verbal, written and interpersonal communication skills.
• Strong customer service skills, diplomacy, and tact
• Demonstrates ability to lead
• Management skills

WORKING CONDITIONS (TRAVEL & ENVIRONMENT)

• Limited travel required including air and car travel.
• While performing the duties of this job, the employee is occasionally exposed to a warehouse environment and moving vehicles. The noise level in the work environment is typically quiet to moderate.
• Work-from-home availability (Prerequisite of a quiet and distraction-free working space, must maintain internet and WiFi access.)

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.