Contractors’ Warehouse —
HR Services Contact Center Associate (Remote)
Location – Atlanta, GA
Job ID – Req124071
Category – Customer Service/Sales
Location – Atlanta, GA
Job ID – Req124071
Category – Customer Service/Sales
Company Overview
What’s the best place we’ve ever built? The place where we work. At Home Depot, our goal is to provide the highest level of service, the broadest selection of products, and the most competitive prices. As the world’s largest home improvement specialty retailer, we operate more than 2,200 retail stores across North America. And each of our associates are focused one thing — helping our customers build and improve their homes, businesses, and ultimately their lives.
Pay Range
The pay range for this position is between $18.00 – $18.00.
Starting wage may vary based on a number of factors including, but not limited to, the position being offered, location, education, training, and/or experience. The Home Depot offers additional competitive and non-financial benefits, which may include a performance-based bonus program or a profit sharing program depending on position.
The 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 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
- Bilingual Spanish is a plus 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:
- 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 Time Off Benefits
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.
Location – Atlanta, GA
Job ID – Req124071
Category – Customer Service/Sales
Role Overview
The 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 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
- Bilingual Spanish is a plus 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:
- 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 Time Off Benefits
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.
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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