Please note, we can only hire candidates residing in the following states: 
Alabama, Florida, Georgia, Indiana, Iowa, Kansas, Louisiana, New Mexico, North Carolina, South Carolina, Ohio, Oklahoma, Texas, Utah, Tennessee, Kentucky, Missouri, and Virginia. 

Purpose: The Call Center Senior Customer Service Specialist will serve as next level support for customers and Customer Service Specialists. The purpose of this role is to handle escalated matters beyond the realm of a Customer Service Specialist. This may include supervisor calls, research and support, and partnering with the supervisor team to create development plans for specialists. The role of the Senior Customer Service Specialist will be to act with patience and empathy while engaging with internal and external customers.  

Minimum Eligibility Requirements:

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 communications skills when speaking or writing to 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.Organized and detailed oriented.Eagerness to work in a team-oriented environment.

Essential Job Functions:

Passionate about building a world class customer experience in a high-volume call center.Serve as a Subject Matter Expert.Handle escalated calls, resolve more complex customer issues in a one and done manner.Handle calls during heavy volume periods.Ability to lead in a supervisor's absence.Own problem through to resolution on behalf of the customer in real time or through timely follow-up by utilizing all tools and resources.Communicate in a friendly, respectful, and professional manner with customers and employees.Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer.Greet and support customers in a courteous, friendly, and professional manner using our quality guidelines.Accurately document customer's account to ensure with complete information to resolve the issue.Participate in activities designed to improve customer satisfaction and business performance.Follow communication procedures, guidelines and policies.Collaborate with management team to stay updated on new products, services, and policies.Ability to multi-task, prioritize, and manage time effectively.Excellent verbal, written and interpersonal communication skills.Problem-solving, collaboration, patience, tech-savviness.Must be team-oriented.Perform other duties as assigned

Skills & Competencies: 

Leadership skillsCommunication and interpersonal skills Time management and organizational expertise Problem-solving and process improvement 

Benefits  

Career advancement opportunities 401k with discretionary company match Employee Stock Purchase Plan Referral Bonus Program Medical, Dental, Vision, Life and other Insurance Plans (subject to eligibility criteria) 

Working Conditions (travel & environment)

Frequent travel required including air and car travelWhile 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.

 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.

PHYSICAL/SENSORY    REQUIREMENTS

Medium Work – Ability to exert 20-50 pounds of force occasionally, and/or 10-25 pounds of force frequently, and/or greater than negligible up to 10 pounds of force constantly to lift, carry, push, pull, or otherwise move objects. The employee is often required to use their hands and fingers, to handle or feel. The employee is occasionally required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl.

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.

Benefits & Rewards

Bonus opportunities at every level

Career advancement opportunities

Relocation opportunities across the country

401k with discretionary company match

Employee Stock Purchase Plan

Referral Bonus Program

Medical, Dental, Vision, Life and other Insurance Plans (subject to eligibility criteria)

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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.  This policy and the law prohibit employment discrimination against any associate or applicant on the basis of any legally protected status outlined above.