Operations Coordinator (Call Center)

Purpose:

The ideal candidate will be passionate about developing a diverse skillset and improving productivity and performance to drive growth as efficiently as possible with our store support. The OC will help administer the implementation of improvements under the Sr. Operations Manager's direction and their leadership team. The candidate will partner with our cross-functional teams and use a combination of exceptional analytical skills, curiosity, and an entrepreneurial mindset. The ideal candidate will help us better understand our customer's experience to drive changes that will shape the future ensure that the "Customer is King." 

To excel in this role, you will enjoy working in a fast-paced team environment, have excellent people skills, and be comfortable pitching and presenting internal customers on process improvement and be resourceful, proactive, and adaptive in dealing with operational hurdles.

Minimum Eligibility Requirements:

• High School Diploma or Equivalent required (Associate degree preferred)
• 2 - 4 years of experience in a variety of Operational, Call Center, Logistics, and or Retail Support environment
• Exceptional communication (written and verbal), organizational and problem-solving, and negotiation skills
• Ability to listen actively and show empathy to customer's concerns
• Ability to prioritize work efforts and has strong attention to detail
• Assertive, energetic self-starter with an established skillset in confront challenging tribulations with a solution-oriented mindset

Essential Job Functions:

• Serve as interface between internal and external departments that ensures effective and efficient operations through identifying complex problems and reviewing related information to develop and evaluate options and implement solutions. While overseeing the delivery of projects and making adjustments as necessary to ensure that all deliverables are completed to specifications and high standards with store support to ensure that the "Customer is King."
• Identify customer needs and facilitate communication with internal/external departments to provide the most cost-effective resolution. Advises business groups by providing direction in initiative prioritization, integration, and resource application.
• Identifies opportunities for updating processes, actions, and/or quality, with leadership to execute a plan to rectify the root cause.
• Maintains ongoing communication and engagement with internal/external departments; by reviewing order issues, contacts customer as needed, and coordinates next action to take/date of follow-up or resolution. Ensures items are resolved timely.

Working Conditions (travel & environment)

• Limited travel required, including air and car travel.
• While performing this job's duties, 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, FL, GA, ID, IA, KS, LA, MI,NM,NC,OH,OK,SC,TX,UT)

PHYSICAL/SENSORY    REQUIREMENTS

Sedentary 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.

Benefits & Rewards

• 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

• Corporate Discount Programs

• Medical, Dental, Vision, Life and other Insurance Plans (subject to eligibility criteria)

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Equal Employment Opportunity

Floor & Decor is an equal opportunity employer and is committed to equal opportunity for all associates and applicants.  F&D 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.