Customer Service Specialist - Case Management

Your Work Matters

The Case Management Customer Service Specialist will be responsible for accurately and efficiently providing product and service information while resolving emerging problems faced by our customers.

The role requires effective communication with a diverse group of internal and external customers through responsive, professionally written communication. The candidate must approach all interactions with patience, empathy, and a passion for customer service excellence.

Candidates must reside in one of 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.

• High School Diploma or equivalent.
• 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 verbal, written and interpersonal communication skills.
• Ability to listen actively and show empathy to customers’ concerns.
• Ability to prioritize work, manage time effectively, and maintain strong attention to detail.
• Ability to de‑escalate and solve complex problems.
• Strong problem‑solving, collaboration, patience, tech‑savviness, and team orientation.

• Connect with customers primarily through email to resolve concerns submitted via the website.
• Respond to internal email requests from Store Leaders and Store Associates.
• Follow up on all email cases submitted by internal Phone and Chat Specialists to ensure resolution.
• Assist and follow up with customers who originally contacted via Live Chat but submitted requests via email.
• Act as the first point of contact for most customer issues and ensure timely escalation to other departments.
• Communicate with customers and employees in a friendly, respectful, and professional manner.
• Listen attentively to customer needs, demonstrate empathy, and build rapport.
• Adhere to Quality and KPI guidelines, resolving all concerns within 48 hours and first response within 24 hours.
• Taken ownership of issues through resolution in real time or via timely follow‑up using available tools and resources.
• Accurately document customer accounts, orders, and Salesforce cases for complete information.
• Participate in activities designed to improve customer satisfaction and business performance.
• Follow communication procedures, guidelines, and company policies.
• Offer additional products and services when appropriate.
• Collaborate with management and cross‑functional teams to stay updated on new products, services, and processes.
• Escalate customer‑impacting issues to cross‑functional teams.
• Process and manage orders, providing sales recovery whenever possible.
• Strive to resolve issues during the first interaction through proactive problem‑solving.

Primary work‑at‑home arrangement with limited travel required (air and car).

Sedentary work: majority sitting, occasional walking or standing; ability to exert 10–20 pounds of force occasionally or negligible force frequently to lift, carry, push, pull.

• Bonus opportunities and career advancement at every level.
• 401(k) with company match.
• Employee Stock Purchase Plan.
• Referral Bonus Program.
• Medical, Dental, Vision, Life, and other insurance plans (subject to eligibility).
• Paid vacation and sick time for eligible associates.
• Paid holidays plus a personal holiday.
• Paid volunteer time off starting on Day 1.

Floor & Decor provides equal employment opportunities to all associates and applicants without regard to age, race, color, religion, sex (including pregnancy), sexual orientation, 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, hiring, training, compensation, benefits, and all other employment terms and conditions.

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