About the position
The Product Resolution Advocate assumes responsibility for the company’s effective response regarding product resolution, warranty, and customer satisfaction; making sound decisions regarding company liability and risk, by utilizing thorough and verifiable inspections, reviews, and needs of customers. The PRA assumes responsibility for filtering projects, responding to requests, and collaborates on disputes (post-sale, post-installation, post shipping) and escalated concerns. PRAs are genuinely excited to help customers, especially during challenging times. They're patient, empathetic, and passionately communicative. A PRA is responsible for providing comprehensive organizational and administrative support to our internal/external customers and reduce and prevent loss. Their day-to-day responsibilities may include managing voice calls/messages, timely responses to emails, reviewing reports, and identifying and prioritizing items for attention. They will also thoroughly research and investigate all customer-related issues and communicate with store management and internal customers to reach an appropriate, practical, and logical resolution. The employee must also continue solid partnerships with merchants/vendors, operations leadership, and legal counsel regarding dispute and escalation cases.
Responsibilities
- Act as the point of contact for customers after they experience a product issue post-sale/post-installation.
- Facilitate the research, probe for understanding root cases, provide appropriate guidance & resolution of dispute cases.
- Conduct investigations for shipping, post-installation, and escalating concerns in allotted timeframes.
- Work independently in administering or coordinating resolution to dispute cases.
- Explain procedures and resolve disputes to internal and external customers.
- Analyze and interpret facts or information and make necessary decisions with accuracy.
- Manage risk budget, ensuring expenses do not exceed budgeted allocations.
- Assist customers with the dispute process and manage the dispute life cycle end-to-end.
- Monitor the product performance of external claim vendors and report claims.
- Collect the required information for claims cases and coordinate with internal customers on claim status.
Requirements
- High school degree.
- Must work in a remote/at-home environment.
- 2-4 years of customer service and conflict resolution experience.
- Ability to work with a high-volume workload while maintaining expected service levels.
- Demonstrated case management skills and strong attention to detail.
- Experience in multi-tasking using dual computer monitors and support systems.
- Excellent communication skills when speaking/writing to customers and employees.
- Ability to listen actively and show empathy to customer's concerns.
- Respond positively to changing business needs and responsibilities.
- Adapt approach and methods to achieve results.
Nice-to-haves
- Floor & Décor store experience and/or flooring industry knowledge.
- Associates degree or higher.
- 2+ years in claims or dispute resolution experience.
- Spanish/multi-language speaking and writing skills.
Benefits
- Bonus opportunities at every level.
- Career advancement opportunities.
- Relocation opportunities across the country.
- 401k with discretionary company match.
- Employee Stock Purchase Plan.
- Referral Bonus Program.
- Medical, Dental, Vision, Life and other Insurance Plans (subject to eligibility criteria).
