Pro Services Specialist

Floor & Decor • Mission Viejo, CA

2d • Onsite

About The Position

Floor & Decor’s Pro Services Specialist builds relationships with professional customers in the hard surface flooring contractor market, earns their trust, and helps grow their businesses. The role supports the execution of Floor & Decor’s PRO priorities and reports to the PRO Services Manager. It involves understanding PRO market trends and collaborating with Installation Materials, Design Services, and the broader store team to strengthen sales and serve PRO customers.

This hourly position provides support at the in-store PRO desk, including handling calls and orders, following up with customers, and addressing support needs and escalations. The specialist helps customers understand products, programs, and benefits; supports store-team training on the selling process; and assists with customer activities and store initiatives. Occasional travel to customer and PRO job sites with the PRO Services Manager may be required, with travel up to 20%. Work may involve a warehouse environment, moving vehicles, moderate-to-noisy conditions, and medium physical work.

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.
• Ability to exert 20–50 pounds of force occasionally, 10–25 pounds frequently, and up to 10 pounds constantly for lifting, carrying, pushing, pulling, or moving objects.
• Ability to handle or feel objects with the hands and fingers; occasional standing, walking, reaching, climbing or balancing, and stooping, kneeling, crouching, or crawling.

Nice To Haves

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

Responsibilities

• Execute the PRO Services Blueprint to create a high-quality experience for PRO customers.
• Support the in-store PRO desk by handling phone calls, managing orders, following up on orders, assisting 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 sign up for the PRO Premier Rewards Program and download and use the PRO app.
• Promote PRO credit solutions, including Commercial Business Accounts and the PRO Premier Credit Card.
• Coordinate and assist with in-store activities for PRO customers.
• Collaborate on 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