Customer Experience Advocate

Employee Type Full Time Manage Others No Description Key Responsibilities Own assigned cases end-to-end, from intake through remedy execution and closure. Gather and evaluate the facts of each complaint — product, installation, service history, and documentation — to determine the underlying cause before committing to a remedy. Select the appropriate resolution path based on the facts, product terms, and warranty coverage, applying standard procedure where one exists and building a case-specific plan where one does not. Execute the selected remedy end-to-end: product or part replacement, repair, service dispatch, inspection, credit, or compensation. Work all resolutions within an assigned Level of Authority (LOA). Every Customer Experience Advocate is granted an LOA and is accountable for resolving cases cost-effectively within it; resolutions exceeding the assigned LOA, or otherwise requiring management intervention, are escalated for approval. Proactively follow up on open, pending, and in-flight cases; maintain contact with customers, stores, and contractors until the matter is fully resolved. Update status and documentation on all open cases and inquiries within 72 hours, recording actions taken, notifications made, and the basis for the resolution. Finalize cases by recording settlement needs and preparing files for downstream admin, order support, and billing partners. Customer & Partner Communication Respond to inbound calls and messages, and place outbound calls and follow-ups, using professional tone and company-approved protocols as the “face of the company.” Answer inquiries on products, installation services, warranty coverage, pricing, and case status across phone, email, chat, and service ticket. Educate customers on product features, benefits, installation requirements, and warranty terms to set accurate expectations and reduce repeat contacts. Communicate and coordinate with internal partners — store managers, regional installed sales and regional managers, installation services teams, and vendors — to resolve service, quality, and installation issues. Route inquiries outside the scope of Customer Care (new sales, complex installation design, etc.) to the appropriate department. Ordering, Dispatch & Systems Execution Place orders for replacement products and parts required to resolve cases, and track fulfillment and delivery timelines through to receipt. Generate and submit work orders and purchase orders in the applicable system of record, ensuring required templates and documentation are complete and accurate. Submit third-party inspection requests and track them to completion. Coordinate with stores and field partners on the movement of materials for repairs and replacements. Research records across CRM, ERP, and brand websites (product line, specifications, installation technique) to independently and accurately answer service, product, and pricing questions and provide basic technical assistance. Administrative & Team Support Complete assigned daily and recurring reports, including fulfillment and billing reports. Enter, search, and triage claims and cases to ensure correct assignment and follow-through. Organize and prioritize a case and email queue, developing actionable next steps for each open item. Perform data entry, record maintenance, and assigned projects during lower-volume periods. Serve as acting team lead in the absence of management, providing guidance and support to peers. Proactively assist others; step in and help as needed. Perform other duties as assigned. Investigative judgment — evaluates conflicting accounts and incomplete information to determine the root cause. Warranty and product knowledge — maintains current knowledge of warranties covering product, materials, and installation services across supported brands; explains coverage clearly to customers and internal partners. Decision-making — takes personal responsibility for decisions, actions, and outcomes; follows through on commitments. Customer focus — establishes and maintains effective relationships; seeks to understand customer needs and delivers solutions that meet expectations. Detail orientation — attention to accuracy and documentation; adheres to company policies and requirements while consistently delivering error-free work. Collaboration — cooperates with others to achieve shared objectives; considers the interests of other teams as well as their own. Instills trust — consistent in word and action; operates with honesty and integrity. Adaptability — flexible in a fast-paced, shifting environment; accommodates changing business conditions, work requirements, and schedules, including extended hours when needed to meet critical deadlines. Prioritization — manages multiple concurrent cases and competing deadlines in a high-volume environment. Ethics — leads by example in following the Company Code of Business Conduct and all applicable laws and policies; immediately reports concerns to the appropriate party. Attendance and reliability are essential functions of this position. Qualifications Education High school diploma or GED required; some college or formal technical school education preferred, or an equivalent combination of education and experience. Experience 1–3 years of customer complaint, warranty, or claims resolution experience, preferably in a retail, home improvement, building products, or installed services environment. Bilingual skills are a plus. Technical Skills Proficiency with Microsoft Office, particularly Word, Excel and Outlook. Working knowledge of the Customer Care system suite: CRM and case/complaint management, ERP and order management (SAP, NetSuite), work order and dispatch platforms (CMC), inspection and field service tracking (SFV Tracker), and chat/contact tools (Live Person). Comfortable navigating web-based tools and internal knowledge resources. Quantitative Skills Ability to add, subtract, multiply, and divide in all units of measure, including square footage, using whole numbers, common fractions, and decimals; ability to compute rate, ratio, and percent. Requirements Qualifications Education High school diploma or GED required; some college or formal technical school education preferred, or an equivalent combination of education and experience. Experience 1–3 years of customer complaint, warranty, or claims resolution experience, preferably in a retail, home improvement, building products, or installed services environment. Bilingual skills are a plus. Technical Skills Proficiency with Microsoft Office, particularly Word, Excel and Outlook. Working knowledge of the Customer Care system suite: CRM and case/complaint management, ERP and order management (SAP, NetSuite), work order and dispatch platforms (CMC), inspection and field service tracking (SFV Tracker), and chat/contact tools (Live Person). Comfortable navigating web-based tools and internal knowledge resources. Quantitative Skills Ability to add, subtract, multiply, and divide in all units of measure, including square footage, using whole numbers, common fractions, and decimals; ability to compute rate, ratio, and percent. Summary The Customer Experience Advocate is the Tier 2 owner of escalated customer complaints across F9 Brands’ retail and installed-services businesses. Advocates take ownership of assigned cases from intake through closure: gathering and evaluating the facts, determining the underlying cause, selecting and authorizing the appropriate remedy within their Level of Authority, executing that remedy end-to-end, and documenting the outcome. Remedies range from high-volume, process-driven resolutions such as product replacement and parts fulfillment, to multi-step remediation involving inspections, contractors, stores, and internal partners. Advocates communicate with customers, stores, contractors, and internal departments by phone, email, chat, and service ticket, and are accountable for the accuracy of the customer record. #J-18808-Ljbffr LL Flooring, Inc.