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Sr. Customer Service Representative
Position Purpose:
The Senior Customer Service Representative's role is to provide quality professional customer service that consistently meets or exceeds Company standards of excellence. The position is responsible for utilizing THD At Home Services systems and processes to coordinate all functions related to the role. The position is directly responsible for creating, maintaining, and improving customer relationships while interacting with customers and other Home Depot associates on a daily basis during customer transactions. Position is responsible for taking inbound calls from customers and placing outbound calls to customers; may occasionally be directly responsible for handling more complex inquiries and duties. Position is also responsible for monitoring email boxes and responding to inquiries accordingly. In addition, they may assist in the resolution of customer issues by providing a solution or directing the customer to an individual who is equipped to help them resolve the matter. The role will partner with field personnel, vendors and customers in managing a book of business.
Key Responsibilities:
- 15% - Collaboration - Work as a liaison between the field, vendors and customers to assist with bringing jobs to completion.
- 10% - Communication - Provide consistent communication and feedback to third party entities.
- 30% - Customer Service - Associates will handle complex inquiries/duties from internal & external customers and handle escalated inquiries via phone, email or text.
- 30% - Customer Support - Associate will answer inbound/ place outbound calls from internal and external customers to respond to inquiries from customers and field teams.
- 5% - Problem Resolution - Associate will monitor email boxes and respond/resolve inquiries to resolve customer issues.
- 10% - THD Process & Policy - Associate will utilize THD At Home Services systems and processes to coordinate all functions related to the role.
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:
- The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.
Minimum Years of Work Experience:
- 1
Preferred Years of Work Experience:
- 2
Minimum Leadership Experience:
- No previous leadership experience
Preferred Leadership Experience:
- No previous leadership experience
Certifications:
- None
Competencies:
- Action Oriented
- Being Resilient
- Situational Adaptability
- Customer Focus
- Resourcefulness
