Product Resolution Advocate

Purpose:

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.

Minimum Eligibility Requirements:

• High school degree
• Must work in a remote/at-home environment
• 2-4 years of customer service and conflict resolution experience
• Working with high-volume workload while maintaining expected service levels
• Demonstrated case management skills, prioritizes work efforts, and strong attention to detail
• Experience in multi-tasking (using dual computer monitors, support systems, etc.)
• Excellent communications skills when speaking/writing to customers and employees
• Ability to listen actively and show empathy to customer's concerns
• Responds positively to changing business needs and responsibilities.
• Adapts approach and methods to achieve results; recovers quickly from setbacks and finds alternatives

Preferred Requirements:

• 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

Essential Job Functions:

• The point of contact for customers after they experience a product issue post-sale/post-installation.
• Facilitating the research, probe for understanding root cases, provide appropriate guidance & resolution of dispute cases. Conducts investigations for shipping, post-installation, and escalating concerns in allotted timeframes
• Work independently (exercises independent judgment) in administering or coordinating resolution to dispute cases; work well with others, work in a collaborative environment, and organize and complete work by specific deadlines. With the opportunity to make a significant impact in our organization.
• Ability to explain procedures and resolve disputes (negotiations on outcome of cases) to the internal and external customers; analyze and interpret facts or information and make necessary decisions with accuracy. Manages risk budget, including ensuring expenses do not exceed budgeted allocations.
• Opportunity to assist customers with the dispute process and manage the dispute life cycle end-to-end (performing the tasks and actions within the established timeframes. Follow-up, and communicate with customers and internal business partners to achieve key metrics, conceptual thinking)
• Monitor the product performance of external claim vendors, report claims, collect the required information for claims cases, coordinate and communicate with internal customers on claim status and work with claim vendors/stores on safe and timely resolution
• Attention to detail and experience working with Microsoft Office Suite, Salesforce/Service Cloud, and other related software such as, not limited to Five9, Verint, etc.   

Working Conditions (travel & environment)

• Limited travel required, including air and car travel.
• While performing job duties, the employee is occasionally exposed to a warehouse environment and moving vehicles. The noise level