Contractors’ Warehouse —
Customer Service Consultant (Houston, TX – Hybrid Schedule) $19.25/hr

Position Purpose:

We're looking for top-tier Customer Service Representatives to join our team here at Global Custom Commerce, a Home Depot Company. 

Interviews will be held in January, start date 2/3/2025

Our associates work with inbound phone-calls, emails and live chats to assist customers with any post-sale questions or issues with their configurable custom window coverings. We seek individuals who excel in a high-end, customer-focused environment, consistently surpassing performance goals by delivering exceptional customer service.

With the support and resources of The Home Depot, the world’s #1 home improvement retailer, you’ll have the chance to be a transformative force in the industry. Plus, GCC is the world's largest online window covering company, and we've got an awesome 20-year track record as the category leader in custom window coverings. Most importantly, our associates are always inspired, engaged, and ready for growth.

We offer competitive hourly wages, a fantastic work environment, and exciting opportunities for overtime and career advancement. You'll have benefits like medical, vision, tuition reimbursement, and excellent pay right from the start!

Our Customer Service associates make a difference in the lives of our customers and provide them with the right solutions, turning difficult situations into "WOW" experiences. Our dynamic, customer-focused culture, combined with our entrepreneurial spirit and innovative approach, offers a unique opportunity for you to make a significant impact in retail. 

Key Responsibilities:

• 20% Answers inbound phone calls from customers, quickly assesses customer needs and proactively provides solutions with a high degree of accuracy. Provides superior customer service while handling inbound calls for product inquiry, order placement, and order follow-up. Documents details of customer interaction into system.
• 20% Drives customer loyalty by providing, excellent service, accurate product and service knowledge to customers and looks for ways to reduce customer effort in ordering, shipping, order inquiry and return/refund experiences.
• 20% Keeps customers informed on the status of their order, reconciles errors in a cost effective manner, resolves post-order issues such as returns and follows up to ensure all customer needs are fulfilled.
• 10% Where needed, acts as liaison between customer and manufacturer, as well as between customer and freight carrier.
• 20% Meets or exceeds various performance requirements, including but not limited to: customer service skills, accuracy, schedule adherence, speed to resolution, etc.
• 10% Partners with escalation group to obtain additional order support, customer follow-up, or handling of complex customer cases.

Direct Manager/Direct Reports:

• Position reports to Supervisor Contact Center
• No direct responsibility for supervising others.

Travel Requirements:

• Typically requires overnight travel less than 10% of the time.

Physical Requirements:

• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

Working Conditions:

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Minimum Qualifications:

• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.

Preferred Qualifications:

• College Degree preferred
• 3 or more years of customer service or retail sales experience is preferred.

Minimum Education:

• The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.

Preferred Education:

• No additional education

Minimum Years of Work Experience:

• 2

Preferred Years of Work Experience:

• No additional years of experience

Minimum Leadership Experience:

• None

Preferred Leadership Experience:

• None

Certifications:

• None

Competencies:

• Highly skilled at using a computer-based platform using multiple applications, to include transcription, multitasking, chatting or messaging, and maintaining effective communication with the customer.
• Skilled at consistently providing excellent customer service, following through on responsibilities to customers and recovering from any errors made.
• Demonstrated ability to complete projects and assignments accurately, catching errors before completion, despite a large workload, competing demands and a fast paced environment.
• Demonstrated ability to effectively communicate with customers. Possesses effective listening, speaking and writing skills. Skilled at adjusting communication style to meet audience needs and expectations.
• Comfortable engaging with customers who may exhibit frustration, and comfortable taking responsibility for errors on behalf of the Company.
• Capable of and interested in continuous learning primarily focused on the business, customer service techniques and products and services sold at The Home Depot.
• Comfortable with making decisions independently.