PRO Services Specialist

Floor & Decor • Towson, MD

5d

About The Position

The PRO Services Specialist builds relationships with professional customers in the hard-surface flooring contractor market, earns their trust, and helps grow their businesses. Reporting to the PRO Services Manager, this position supports execution of Floor & Decor's PRO priorities, understands trends in the PRO market, and collaborates with Installation Materials, Design Services, and the broader sales organization to serve PRO customers.

The role supports the in-store PRO desk and helps deliver a high-quality customer experience through order management and follow-up, customer support, product knowledge, and assistance with PRO programs and credit solutions. The specialist also works with the Store Team to identify PRO customers, train associates on the selling process, and coordinate in-store activities. Occasional travel to customer and PRO job sites with the PRO Services Manager may be required to present Floor & Decor's benefits and capabilities.

This is an hourly position that may include work periods exceeding eight hours in a day and may require travel up to 20%. The employee is occasionally exposed to a warehouse environment and moving vehicles; noise is typically moderate to noisy. The job involves medium physical work, including exerting 20–50 pounds of force occasionally, 10–25 pounds frequently, and up to 10 pounds constantly to move objects. Frequent hand and finger use is required, with occasional standing, walking, reaching, climbing or balancing, and stooping, kneeling, crouching, or crawling.

Requirements

• High school diploma or equivalent.
• At least 1 year of experience in retail or wholesale contractor sales, service, supply, and/or professional installation.
• Strong written and verbal communication skills.
• Excellent customer service skills and a results-oriented approach.
• Strong interpersonal skills to interact effectively at all levels and across diverse cultures.
• Ability to multitask, meet deadlines, and work in a fast-paced environment.

Nice To Haves

• Associate degree or higher.
• Experience with Salesforce or CRM software.
• Bilingual in Spanish or the most dominant language in the store trade area.

Responsibilities

• Execute the PRO Services Blueprint to deliver a high-quality experience for PRO customers.
• Support the in-store PRO desk by handling phone calls, managing orders, following up on orders, supporting customers, and addressing escalations.
• Collaborate with the Store Team to identify PRO customers in the store.
• Maintain extensive knowledge of Floor & Decor products.
• Train and support the Store Team in using the selling process.
• Understand the PRO business to educate PRO customers and expand their participation.
• Help PRO customers enroll in the PRO Premier Rewards Program and demonstrate the benefits of the PRO app.
• Promote PRO credit solutions, including the Commercial Business Account and PRO Premier Credit Card.
• Coordinate and assist with in-store activities for PRO customers.
• Collaborate in store initiatives.
• Present program and benefit information effectively.
• Travel occasionally with the PRO Services Manager to customer and PRO job sites to present Floor & Decor's benefits and capabilities.
• Perform additional similar functions and tasks as needed to achieve assigned business objectives.

Benefits

• Bonus opportunities and career advancement opportunities 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 criteria.
• Paid vacation and sick time for eligible associates.
• Paid holidays and a personal holiday.
• Paid Volunteer Time Off starting on Day 1.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED