Contractors’ Warehouse —
HDDC Front Office Supervisor – San Diego

The Front Office Supervisor will supervise The Home Depot Design Center’s Design Consultants, Customer Service Qualifiers, Store Marketing Reps, and Reception associates. They will be responsible for ensuring the first point of contact for customers meets the highest levels of customer satisfaction and expectations. They will also be responsible for driving sales and leading profitable operations by leading, coaching, and mentoring their team of personnel. The Front Office Supervisor is accountable for ensuring their team properly qualifies customers prior to their scheduled appointments, are greeted warmly by reception, and then smoothly transition initial appointments to one of their Design Consultants. The Front Office Supervisor will ensure that all front office duties are conducted smoothly, including incoming phone calls, scheduling, greeting, basic inquiries, etc. They will also make sure that walk-in clients are pre-qualified properly. The Front Office Supervisor will also assist with high-level issues related to customer order fulfillment. They will also make recommendations concerning their direct and indirect reports. This may include recruitment, selection, performance appraisal, and professional development.

Key Responsibilities:

• 50% Sales:
• Suggests related items/services that might complement clients’ purchase
• Proactively identifies and resolves issues that may impair the team’s ability to meet customer needs
• Monitors sales reports and supervises associates on making the appropriate behavioral changes to positively impact sales
• Provide on-site leadership for project, as needed
• Educates clients during the selling process (e.g., answers questions, elaborates on features, benefits, costs)
• Teaches and encourages best practices with his or her directs and the department as a whole
• Makes recommendations to upper management to improve sales-related strategy
• 40% Customer Service:
• Conducts weekly stand-up meetings to discuss sales updates
• Reviews and provides constructive feedback on Qualifying and Store marketing processes
• Inspires his or her team to have a high level of engagement and performance
• May need to Open and/or Close the facility as acting MOD
• Properly onboards new associates
• Encourages team members to continuously develop their personal and professional skills in their area of expertise
• Supervises a team of Sales Associates through hands-on leadership
• May act as Key Carrying Manager on Duty (MOD)
• 10% Self-Development:
• Proactively seeks knowledge on all products and services
• Routinely develops skills in related areas of expertise

Direct Manager/Direct Reports:

• This position reports to the Operations Manager.
• This position has up to 12 direct reports.

Travel Requirements:

• Typically requires overnight travel less than 10% of the time.

Physical Requirements:

• Frequent periods are spent standing or sitting in the same location with some opportunity to move about; occasionally there may be a need to stoop or lift light objects (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 eighteen years of age or older.
• Must be legally permitted to work in the United States.

Preferred Qualifications:

• 1+ years of office management experience
• Ability to work in a fast-paced environment
• Ability to work independently and with a team
• Working knowledge of Microsoft Office Suite
• 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:

• No additional education

Minimum Years of Work Experience:

• 0

Preferred Years of Work Experience:

• No additional years of experience

Minimum Leadership Experience:

• None

Preferred Leadership Experience:

• None

Certifications:

• None

Competencies:

• Customer Focus: Keeps the customer as the focal point of activity. Gets the basics right; delivers the day-to-day performance that clients require. Is polite and friendly in customer engagements to drive satisfaction
• Drives Results: Delivers on commitments and expectations
• Communicates Effectively: Communicates clearly with teammates and supervisors in both verbal and written communications. Uses active listening in understanding message content and point of view
• Collaborates: Contributes to the group’s efforts and steps forward to help as needed. Seeks input from others