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Product Resolution Advocate (Claims)

Company: Floor & Decor
Location: Marietta
Posted on: June 6, 2021

Job Description:


The Product Resolution Advocate assumes responsibility for filtering projects, responding to requests, and collaborates on disputes (post-sale, post-installation, post shipping) and executive complaints. Customer-oriented, that will act as a liaison to resolve shipping challenges, post-installation, and executive escalations. They love to talk. The best PRA are genuinely excited to help customers. They're patient, empathetic, and passionately communicative. 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 answering phones, responding 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 Buyers, Senior Directors of Operations, and Legal Counsel regarding dispute and escalation cases.

Minimum Eligibility Requirements:

  • Associates Degree preferred
  • 2-4 years of claims or dispute resolution experience preferred
  • Demonstrated case management skills and advocacy with empathy
  • Experience in multi-tasking (using dual computer monitors, typing, and talking) & working in high volume caseload
  • Excellent communications skills when speaking or writing to customers and employees
  • Ability to listen actively and show empathy to customer's concerns & ability to prioritize work efforts and has strong attention to detail
  • Responds positively to changing business needs and responsibilities. Adapts approach and methods to achieve results; recovers quickly from setbacks and finds alternatives

Essential Functions:

The position is responsible for handling and resolving complex multifaceted claims and escalated issues. They will also thoroughly research and investigate all customer-related issues, communicate with store management and internal customers to reach an appropriate, expedient, and logical resolution. During this process, the employee must also problem solve and smartly negotiate with all parties. All documents and records must also be collected and stored, and relations with all internal and external customers proliferated. The employee must also continue solid partnerships with Buyers, Senior Directors of Operations, and Legal Counsel with regards to claims and escalation resolutions on customer issues.

  • 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
  • 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
  • The first point of contact for our customers after they experience an issue post-sale or Executive Complaints about (shipping, post-installation, and escalations)
  • 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
  • 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
  • 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)
  • Attention to detail and experience working with Microsoft suite, Salesforce, and other call center software such as, not limited to Five9, Verint, etc.

Working Conditions (travel, environment):

  • 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:


Physical/Sensory Requirements:

Sedentary Work - Ability to exert 10 - 20 pounds of force occasionally, and/or a 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.

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.

Keywords: Floor & Decor, Marietta , Product Resolution Advocate (Claims), Other , Marietta, Georgia

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