Customer Service Specialist - Case Management

Floor & Decor is a prominent retailer in the home improvement industry, and they are seeking a Customer Service Specialist - Case Management. This role involves effectively communicating with customers to resolve concerns and providing exceptional service through various channels, primarily email.

Responsibilities:

• Connecting with customers primarily through email to resolve customer concerns submitted through our website
• Responding to internal email requests submitted by Store Leaders and Store Associates
• Following up on all email cases submitted by Internal Phone and Chat Specialists to ensure resolution
• Providing assistance and following up with customers who initially reached out via Live Chat but, due to availability, submitted their requests via email
• Acting as the first point of contact for most customer issues and ensuring timely escalation to other departments as needed
• Communicating with customers and employees in a friendly, respectful, and professional manner
• Listening attentively to customer needs and concerns, demonstrating empathy, and maximizing opportunities to build rapport
• Supporting customers in a courteous, friendly, and professional manner while adhering to Quality and KPI guidelines
• Resolving all customer concerns within 48 hours, with the first customer communication occurring within 24 hours
• Taking ownership of customer issues through resolution in real time or via timely follow-up by utilizing available tools and resources
• Accurately documenting customer accounts, orders, and Salesforce cases to ensure complete information is available for issue resolution
• Participating in activities designed to improve customer satisfaction and business performance
• Following communication procedures, guidelines, and company policies
• Offering additional products and services when appropriate
• Collaborating with the management team to stay up to date on new products, services, and processes
• Collaborating with cross-functional teams to escalate customer-impacting issues
• Processing orders and managing orders as needed
• Providing Sales Recovery whenever possible rather than simply canceling customer orders
• Striving to resolve customer issues during the first interaction through proactive problem-solving

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)
• Successful candidates will have prior customer care, sales or technical experience in a service environment
• Excellent verbal, written and interpersonal communication skills with 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
• Ability to multi-task, prioritize, and manage time effectively
• Ability to de-escalate and solve complex problems
• Strong problem-solving, collaboration, patience, tech-savviness
• Must be team oriented
• Passionate about building a world class customer experience by enthusiastically supporting the request of all customers