Contractors’ Warehouse —
HR Services – Bilingual Contact Center Associate (Remote)
Location
Atlanta, GA
Category
Human Resources
Type
Corporate
Job ID
Req115201
Position Purpose:
The Bilingual Contact Center Associate works as part of a team in Home Depot's HR Service Center which provides quality customer service to Home Depot associates and managers through inbound or outbound calls, faxes or emails. Calls are related to pay and HR issues and ensuring the caller's needs are met in a timely manner.
The Bilingual Contact Center Associate:
-Handles incoming calls, identifies and documents issues, processes the necessary transaction or escalates the issue to Tier II for further research and resolution
-Supports organization changes through high volume transactional support as needed
-Processes transaction requests received via call, mail, fax or email
-Provides exceptional customer service
Key Responsibilities:
- 90% Handling inbound calls, identifying transaction processing needs, processing transactions and escalating issues as required.
- 10% Special projects as assigned
Direct Manager/Direct Reports:
- Reports to Contact Center Supervisor
- 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:
- Associate Degree, some college education or HR experience in a shared services environment
- Case Management application experience
- Interested in sharing knowledge
- Excellent interpersonal skills
- Patience, teamwork, self-motivated, upbeat and a great attitude; desire to always create a positive outcome; confident.
- Adaptable and flexible
- History of punctuality and good attendance.
- Ability to use probing questions to get to the root of a problem
- Excellent interpersonal skills
- Must be Bilingual Spanish/English (read, write, speak)
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:
- 1
Preferred Years of Work Experience:
- No additional years of experience
Minimum Leadership Experience:
- None
Preferred Leadership Experience:
- None
Certifications:
- None
Competencies:
- Basic computer and phone knowledge (including experience with DOS applications)
- Exceptional customer service and phone skills and proven ability to perform in an unpredictable, fast-paced environment.
- Ability to navigate through multiple computer applications simultaneously during a call
- Careful attention to detail
- Exhibits ownership and empowerment
- Good written and verbal communication skills
- Strong typing skills
Paid parental leave to bond with your new addition
401(K) savings plan with company match
Merit increases and performance bonuses
On-the-spot recognition and rewards for a job well done
Paid Time Off (PTO):
Salaried associates are eligible for 2 weeks of vacation in their first year; FT hourly will be eligible for 40 hours of paid vacation time after 6 months of continuous service; (for positions in Washington State, Spokane, and Tacoma only) – Salary and Temporary associates will earn 1 hour of sick time for every 40 hours worked; FT associates will earn 1 hour of sick time for every 40 hours worked or 4 hours per month, whichever is greater; (for positions in Seattle only) – Salary and Temporary associates will earn 1 hour of sick time for every 30 hours worked; FT associates will earn 1 hour of sick time for every 30 hours worked or 4 hours per month, whichever is greater.
Position Purpose:
The Bilingual Contact Center Associate works as part of a team in Home Depot's HR Service Center which provides quality customer service to Home Depot associates and managers through inbound or outbound calls, faxes or emails. Calls are related to pay and HR issues and ensuring the caller's needs are met in a timely manner.
The Bilingual Contact Center Associate:
-Handles incoming calls, identifies and documents issues, processes the necessary transaction or escalates the issue to Tier II for further research and resolution
-Supports organization changes through high volume transactional support as needed
-Processes transaction requests received via call, mail, fax or email
-Provides exceptional customer service
Key Responsibilities:
- 90% Handling inbound calls, identifying transaction processing needs, processing transactions and escalating issues as required.
- 10% Special projects as assigned
Direct Manager/Direct Reports:
- Reports to Contact Center Supervisor
- 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:
- Associate Degree, some college education or HR experience in a shared services environment
- Case Management application experience
- Interested in sharing knowledge
- Excellent interpersonal skills
- Patience, teamwork, self-motivated, upbeat and a great attitude; desire to always create a positive outcome; confident.
- Adaptable and flexible
- History of punctuality and good attendance.
- Ability to use probing questions to get to the root of a problem
- Excellent interpersonal skills
- Must be Bilingual Spanish/English (read, write, speak)
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:
- 1
Preferred Years of Work Experience:
- No additional years of experience
Minimum Leadership Experience:
- None
Preferred Leadership Experience:
- None
Certifications:
- None
Competencies:
- Basic computer and phone knowledge (including experience with DOS applications)
- Exceptional customer service and phone skills and proven ability to perform in an unpredictable, fast-paced environment.
- Ability to navigate through multiple computer applications simultaneously during a call
- Careful attention to detail
- Exhibits ownership and empowerment
- Good written and verbal communication skills
- Strong typing skills
Remote/virtual – An associate in a remote/virtual role typically is not required to work from a designated Home Depot location to complete their job duties. Limited or infrequent in-office presence may be required. We also refer to this as location – independent.
Learn more about our 4 different work locations. Additional information will be provided during the application process.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
If you have a disability and would like to request an accommodation related to the assessment, or you would like to obtain more information about the assessment, click here to learn more.
Store Location
GA01
VIRTUAL
Atlanta, GA
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