Pro Services Specialist
About The Position
The Pro Services Specialist builds relationships with Floor & Decor’s professional customers in the hard-surface flooring contractor space, earns their trust, and helps grow their businesses. The role supports the execution of the company’s PRO priorities and reports to the PRO Services Manager. Its primary focus includes understanding trends in the PRO market and collaborating with Installation Materials, Design Services, and the Store Team to strengthen sales and serve PRO customers. The position supports the in-store PRO desk, provides customer and order assistance, promotes PRO programs and credit solutions, and helps educate both customers and Store Team members about products and selling processes. The role may involve travel of up to 20%, including occasional visits to customer and PRO job sites with the PRO Services Manager. It is hourly and may include workdays exceeding eight hours.
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 to lift, carry, push, pull, or otherwise move objects.
Nice To Haves
- Associate degree or higher.
- Experience with Salesforce or other 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 world-class 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 company’s selling process.
- Understand the PRO business and educate PRO customers to expand their participation.
- Offer and assist PRO customers with enrolling in the PRO Premier Rewards Program, downloading the PRO app, and understanding its benefits.
- 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 on store initiatives.
- Deliver effective presentations about programs and benefits.
- Provide excellent customer service and work toward results.
- Occasionally travel 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 plus a personal holiday.
- Paid Volunteer Time Off starting on Day 1.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
