Contractors’ Warehouse —
Customer Service Rep

Position Purpose:

We're looking for top-tier Customer Service advocates to join our team here at Global Custom Commerce, a Home Depot Company. We expect high performance and amazing customer service experiences for our customers, and we pay highly for it. Their compensation consists of their base hourly rate ($10/hr + opportunity for overtime) as well as a mix of performance-based compensation bonuses for quality of service and volume of contacts.

To join our team, applicants must be service-oriented people who are seen as leaders in their current teams and want to take the next step in their careers by handling more complex and interesting issues for customers and earning more pay for providing even more outstanding customer experiences!

Our Customer Service associates work in an inbound, phone-based environment assisting customers with any post-sale questions or issues with their configurable custom window coverings. Being a high-end, customer-focused, solution provider with experience consistently exceeding performance goals by providing the best customer experiences is required.

Our high-performance, customer-centric culture, entrepreneurial roots, and maverick mentality, coupled with the resources and backing of the #1 home improvement retailer in the world, The Home Depot, are a unique opportunity for you to be a transformative retail disrupter. Plus, GCC is the world's largest online window covering company, and we've got an awesome 20-year track record as the category killer in custom window coverings. From our open-floor office to our open-door ethos, our culture is rooted in improving, evolving, and having fun at work. Most importantly, our associates are always inspired, engaged, and ready for growth.

That means you'll have the resources to play an important role in leveraging our culture, people, systems, processes, and technology to provide incredible customer experiences while growing business for GCC and The Home Depot and bringing home great pay. This is your chance to be part of something big, in a small start-up environment.

As part of the application process for this role, there will be an on-line assessment. The assessment usually takes about 17 minutes to complete. You will be directed to the assessment link immediately after submitting your application. Once you click on the link, you will need to complete it within 72 hours after starting it. You may stop and restart the assessment as many times as you like within the 72-hour time frame.

During the assessment, we’ll ask you questions about your approach to work and various work-related situations. The questions are based on characteristics that are related to performing successfully in hourly roles at The Home Depot, including:

• Professional Experience
• Learning Potential
• Responsibility
• Customer Focus

Key Responsibilities:

• 60% Serve as the first-level of contact for customers regarding any post-sale inquiries or issues, and effectively & efficiently research, troubleshoot, and deliver the right solution for every customer while providing a "WOW" experience through active listening, relevant probing questions, and call flow control/guidance.
• 20% Utilize alternative methods of communication (i.e., email) as appropriate to connect with your customers for any follow-up necessary to ensure all of their open inquiries are fully
• 10% Act as a liaison between customers and vendors.
• 10% Assist fellow associates with orders, errors, product & policy questions, cancellations, and other queries.

Direct Manager/Direct Reports:

• This position reports to Supervisor, Customer Service
• This position has no Direct Reports

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.
• Typically requires no overnight travel

Minimum Qualifications:

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

Preferred Qualifications:

• Prior customer service experience in the window covering, interior design, or retail industries can be helpful, but not required.

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:

• Tech-savvy skills such as navigating between multiple screens, typing quickly and accurately, and using various software programs like the Microsoft Office Suite.
• Issue resolution and prevention mindset to provide the rig ht solution the first time.
• Ability to speak and listen using strong verbal and written communication skills
• Openness to coaching and feedback.
• Passion for resolving and preventing customer issues as well as providing all customers with the right solution to their unique situation
• Punctuality, flexibility, and adherence to assigned work schedule
• Open availability weekdays from 7am to 10pm and weekends from 9am to 6pm.