• Job Description

  Req#: 432098
  ** This role is a Virtual position; • Associates must have adequate internet access to meet the needs of the customers o Associate’s internet service must meet minimums for upload and download speeds. Currently, the internal contact center thresholds are 10 Mbp/s download and 3 Mbp/s upload and have high speed ISP service (no: 4G, 5G, satellite, hot-spot, or public Wi-Fi).
  
  Position Purpose:
  The 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
  • 80% Customer Service/Product Knowledge - Answer inbound phone calls from store, field and customer, quickly assess caller needs and proactively provide solutions with a high degree of accuracy Provide superior customer service for product inquiry, sales support and appointment scheduling
  • 5% Other - Other job duties as assigned by manager
  • 10% Resolution - Customer issue resolution including follow up to internal and external resources
  
  Direct Manager/Direct Reports:
  • This role typically reports to Contact Center Supervisor
  • This role has 0 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.
  
  

• About the company

  The Home Depot, America’s home improvement retail leader, helps customers and Associates build success every day – and not just in our 2,200+ retail stores. Thousands of talented can-do people build amazing futures in field and corporate positions.

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