Customer Service Specialist

Floor & Decor; United States; Hybrid; USD 32,000 - 46,000; Full time

Benefits offered by this job

Bonus opportunities

401k with company match

Employee Stock Purchase Plan

Medical insurance

Paid vacation and sick time

Paid holidays

Paid Volunteer Time Off

Job summary

Floor & Decor is seeking a customer‑oriented call center associate to act as a liaison, provide product/services information, and resolve customer issues with accuracy and efficiency.

The ideal candidate will be patient, empathetic, and passionately communicative, able to build rapport and handle non‑standard inquiries across phone, email, and chat. Work-from-home availability is offered with a quiet space and reliable internet.

Qualifications

• High School Diploma or equivalent required.
• Open availability.
• Experience multitasking with dual computer monitors, typing and talking.
• Prior customer care, sales or technical experience in a service environment.
• Excellent communication 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.
• Call center experience a plus.

Responsibilities

• Contribute to overall positive Customer Experience.
• Clarify customer requirements across multiple forms of communication (phone, email, chat); 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.
• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer.
• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures.
• Prepare complete and accurate work, including appropriately noting cases/shipping as required.
• Participate in activities designed to improve customer satisfaction and business performance.
• Ability to de‑escalate and solve complex problems.
• Offer additional products and/or services.
• Track, document and retrieve information in case management system.
• Follow communication procedures, guidelines and policies.
• Take the extra mile to engage customers.
• Collaborate with management teams to stay updated on new products, services, and policies.
• Ability to multi‑task, prioritize, and manage time effectively.
• Organized and detail oriented.
• Excellent verbal, written and interpersonal communication skills.
• Must be team oriented.
• Problem‑solving, collaboration, patience, tech‑savvy.
• A background in a customer service environment.

Skills

Customer service

Multitasking

Communication

Empathy

Active listening

Team player

Problem solving

Tech-savvy

Education

High School Diploma or Equivalent

Job description

Your Work Matters

We are looking for a customer‑oriented call center associate. You will act as a liaison, provide product/services information and resolve any emerging problems that our customers might face with accuracy and efficiency. The best CAs are genuinely excited to help customers. They’re patient, empathetic, and passionately communicative. They love to talk. Customer Advocates can put themselves in their customers’ shoes and advocate for them when necessary.

You’ll be Successful With

• High School Diploma or Equivalent required
• Open availability
• Experience in multi‑tasking (using dual computer monitors, typing and talking)
• Prior customer care, sales or technical experience in a service environment
• Excellent communication 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
• Call Center experience a plus

Your Day Will Consist Of

• Contribute to overall positive Customer Experience
• Clarify customer requirements across multiple forms of communication (phone, email, chat); 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
• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
• Prepare complete and accurate work, including appropriately noting cases/shipping as required
• Participate in activities designed to improve customer satisfaction and business performance
• Ability to de‑escalate and solve complex problems
• Offer additional products and/or services
• Track, document and retrieve information in case management system
• Follow communication procedures, guidelines and policies
• Take the extra mile to engage customers
• Collaborate with management teams to stay updated on new products, services, and policies
• Ability to multi‑task, prioritize, and manage time effectively
• Organized and detail oriented
• Excellent verbal, written and interpersonal communication skills
• Must be team oriented
• Problem‑solving, collaboration, patience, tech‑savvy
• A background in a customer service environment

Working Conditions (travel & environment)

• Limited travel required including air and car travel
• Occasional exposure to a warehouse environment and moving vehicles; noise level 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.

Equal Employment Opportunity

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.

Benefits & Rewards

• Bonus opportunities & career advancement opportunities at every level
• Programs that help you reach your 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)
• Paid vacation and sick time for eligible associates
• Paid holidays plus a personal holiday
• Paid Volunteer Time Off that starts on Day 1