Contractors’ Warehouse —
Customer Service Representative – Virtual Apron Support Team (Remote)

Position Purpose:
 

The Services Customer Service Representative provides consultative customer service that consistently meets or exceeds Company standards of excellence and customer expectations. The position is directly responsible for creating an effortless customer experience for external and internal customers by phone. Position is also directly responsible for product inquiries, appointment scheduling and verification, providing support to our store and field partners and customers, as well as customer conflict resolution and escalation. Position takes ownership of customer issues and provides complete end to end issue resolution by utilizing resources available.
 

Key Responsibilities:

• 5% – Communication – Associate may occasionally respond to email, chat and email inquiries.
• 65% – Customer Service – Associate will use a uniform script to place outbound calls to customers from leads that were obtained from various marketing sources. Activities include scheduling new appointments, confirming, rescheduling, or canceling appointments by validating customer information and project qualification.
• 5% – Other – Other job duties as assigned by manager.
• 25% – THD Process & Policy – Answer inbound calls from internal and external customers who have been referred through a store associate, internet lead or other source. Activities include scheduling new appointments, confirming, rescheduling, or canceling appointments by validating customer information and project qualification.

Direct Manager/Direct Reports:

• This Position typically reports to Contact Center Supervisor.
• This role has 0 direct reports.

                    
Travel Requirements:

• No travel required.
   

Physical Requirements:

• Most of the time is spent sitting or standing in the same location or there may be a need to stoop regularly or move/lift light material or equipment (typically less than 8 pounds).
   

Working Conditions:

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

Minimum Qualifications:

• Must be 18 years of age or older.
• Must be legally permitted to work in the United States.
   

Preferred Qualifications:

• Working knowledge of Microsoft Office Suite
• Demonstrated ability to collaborate and work effectively with cross-functional teams
• Ability to negotiate, handle complaints, settle disputes, and resolve grievances with both internal and external customers
• Excellent written and verbal communication skills
   

Minimum Education:

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

Preferred Education:

• Minimal or no educational requirement for this job.

Minimum Years of Work Experience:

• 0
   

Preferred Years of Work Experience:

• 0
   

Minimum Leadership Experience:

• No previous leadership experience

Preferred Leadership Experience:

• No previous leadership experience
   

Certifications:

• None

Competencies:

• Action Oriented
• Being Resilient
• Self-Development
• Collaborates
• Customer Focus
• Resourcefulness