Customer Advocate (Customer Service-Remote)

**Training class starts (Six weeks): September 13, 2021.**(Remote states: AL, AZ, CA, CO, FL, GA, IL, KS, KY, LA, MD, NC, NJ, NV, OH, OK, PA, TN, TX, UT, VA, WI)Purpose:We are looking for a customer-oriented service advocate associate. As CA 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.Minimum Eligibility Requirements:High School Diploma or Equivalent requiredOpen availabilityExperience in multi -tasking (using dual computer monitors, typing and talking) Successful candidates will have prior customer care, sales or technical experience in a service environmentExcellent communications skills when speaking or writing to customers and employeesAbility to listen actively and show empathy to customer's concernsAbility to prioritize work efforts and has strong attention to detailEssential Job Functions:Contribute to overall positive Customer Experience Clarify customer requirements multiple form 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 thinkingListen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customerGreet customers in a courteous, friendly, and professional manner using agreed upon proceduresPrepare complete and accurate work including appropriately notating cases/shipping as requiredParticipate in activities designed to improve customer satisfaction and business performanceAbility to de-escalate and solve complex problemsOffer additional products and/or servicesTrack, document and retrieve information in case management systemFollow communication procedures, guidelines and policiesTake the extra mile to engage customersCollaborate with management teams to stay updated on new products, services, and policiesAbility to multi-task, prioritize, and manage time effectivelyOrganized and detailed orientedExcellent verbal, written and interpersonal communication skills.Must be team orientedProblem-solving, collaboration, patience, tech-savviness A background in a customer service environmentWorking 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.)(Remote states: AL, AZ, CA, CO, FL, GA, IL, KS, KY, LA, MD, NC, NJ, NV, OH, OK, PA, TN, TX, UT, VA, WI)**Training class starts (Six weeks): September 13, 2021.**PHYSICAL/SENSORY REQUIREMENTSSedentary 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 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.