First Section (conditionals): Residential Sales: Benefits Corporate: Accordion Description Retail/Hourly: Also Near You Warehouse Associate: Also Near You Contact Center: Home Depot Difference/Benefits
Empowering Customer Service
Profit Sharing Bonuses
Medical, Dental, Vision
Free Onsite Fitness Center
Discounted Stock Prices
Second Section (conditionals): Retail/Hourly: Benefits
– Warehouse Support Benefits Warehouse Associate: Benefits Contact Center: Team Quotes Corporate & Technology: Benefits
Hear From Our Team
“It’s great to work for a company that has the same values professionally as I do personally.”
“This is my third call center – first one was all about the numbers. Here, it doesn’t even feel like you have metrics, you just do what you would want people to do for you as a customer.”
“I’ve never had all the benefits you offer to us … health insurance, stock… the list goes on and on.”
Third Section (conditionals): Warehouse Associate: Our Facilities Corporate: None Warehouse Support: Our Facilities Residential Sales: About This Role / Did You Know Retail/Hourly & Warehouse Associate (4th sect): About This Role / Did You Know Contact Center: Description & Images
About This Role
POSITION PURPOSE The Home Depot PRO is looking for outstanding individuals to be Customer Service Professionals to join our Customer Service Team. The Customer Service Representative III will handle a variety of work arising from our Customer and Sales Professionals’ incoming calls, emails and faxes. Responsibilities include placing orders, providing account maintenance and order support, processing returns and other transactions to ensure we provide the best industry leading customer experience. The Customer Service Representative III will demonstrate a high proficiency in all the Interline Brands portfolio with strong product knowledge. A Customer Service Representative III may also be required to learn Home Depot systems to support integrated business initiatives.
MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES
25%- Process quotes, orders, credits, and other tasks while handling inbound and outbound calls and multi-media (fax, email), make outbound calls as required. Offer Customer Service oriented up-selling in all interactions. Maintain a high level of quality.
15%- Provide account maintenance and order support (e.g. status and tracking)
20%- Handle web, e-commerce calls and multi-media. Handle disputes and escalations to an equitable resolution all the while focusing on excellent customer service
10%- Assist with special projects and handling of orders
30%- Become certified/trained in two systems of the Home Depot PRO and learn THD systems supporting integration activities.
NATURE AND SCOPE This position reports to the Sr. Manager Customer Service. This position has no direct reports. ENVIRONMENTAL JOB REQUIREMENTS ENVIRONMENT: Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable. TRAVEL Typically requires overnight travel less than 10% of the time.
Qualifications & Requirements
MINIMUM QUALIFICATIONS Must be eighteen years of age or older. Must be legally permitted to work in the United States. EDUCATION REQUIRED: The knowledge, skills and abilities typically acquired through the completion of an associate’s degree program or equivalent degree in a field of study related to the job. YEARS OF RELEVANT WORK EXPERIENCE: 3 years PHYSICAL REQUIREMENTS: Most all of the time is spent sitting in the same position or standing/walking or there is some requirement to lift or handle material or equipment of moderate weight (8-20 pounds).
KNOWLEDGE, SKILLS, ABILITIES AND COMPETENCIES:
Computer and typing skills, navigating to and from additional screens
Minimum 6 months as a Customer Service Representative II (internals only)
Strong proficiency in ERP, ISS, and/or THD Systems.
Strong product knowledge
Must be flexible with work hours due to service levels and the business needs. Monday- Friday, Holidays, and possible weekend shifts.