Remote Customer Support Specialist

Floor & Decor; United States; Remote; USD 42,000 - 64,000; Full time

Benefits offered by this job

401(k) with company match

Medical, Dental, Vision

Paid vacation

Paid holidays

Volunteer Time Off

Job summary

Floor & Decor is seeking a Case Management Customer Service Specialist. This remote, work-at-home role focuses on providing product and service information while resolving customer issues with empathy and professionalism.

You will communicate with a diverse set of internal and external customers, prioritizing timely responses, documenting cases in Salesforce, and escalating where needed to protect customer satisfaction and brand experience.

Qualifications

• HS diploma or equivalent required.
• Able to work within operating hours/days.
• Experience multitasking with dual monitors, typing and talking.
• Prior customer care, sales or technical experience in a service environment.
• Excellent verbal, written and interpersonal communication with customers and employees.
• Active listening and empathy to customer concerns.
• Ability to prioritize, attention to detail.
• De-escalation and problem-solving skills.

Responsibilities

• Connect with customers primarily through email to resolve concerns submitted via our website.
• Respond to internal email requests from Store Leaders and Store Associates.
• Follow up on all email cases to ensure resolution.
• Assist customers who started via Live Chat but emailed due to availability.
• Act as first point of contact for most issues and escalate as needed.
• Communicate in a friendly, respectful, professional manner.
• Build rapport with customers and employees through active listening.
• Adhere to Quality and KPI guidelines while assisting customers.
• Resolve all customer concerns within 48 hours, with initial contact within 24 hours.
• Document customer accounts, orders, and Salesforce cases for issue resolution.
• Contribute to activities to improve customer satisfaction and business performance.

Skills

High School Diploma

Multi-tasking

Customer care experience

Communication skills

Empathy & listening

Team oriented

Problem solving

Education

High School Diploma or Equivalent

Tools

Salesforce

Job description

Floor & Decor is seeking a Case Management Customer Service Specialist. This remote, work-at-home role focuses on providing product and service information while resolving customer issues with empathy and professionalism.

You will communicate with a diverse set of internal and external customers, prioritizing timely responses, documenting cases in Salesforce, and escalating where needed to protect customer satisfaction and brand experience.