17 days old


Rockville, MD 20850
\u003Cdiv data-field=\u0022Position_Description\u0022 class=\u0022Summary\u0022\u003E\u003Cp\u003E\u003Cstrong\u003EPosition Purpose\u003C/strong\u003E\u003C/p\u003E\u003Cp\u003EThe Customer Service Associate\u0026rsquo;s role is to provide quality professional customer service that consistently meets and exceeds Company standards of excellence. The position is directly responsible for the scheduling and confirmation of appointments with customers via phone and HDDC Scheduling systems. The HDDC Customer Service Associate must be highly knowledgeable in the products and services that the HDDC offers to customers. 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. 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 HDDC Customer Service Associate will also collaborate with other HDDC and THD associates to resolve inquiries aroundcalendars/availability to meet the customer\u0026rsquo;s needs. The HDDC Customer Service Associate will conduct surveys with customers to gauge service levels.\u003C/p\u003E\u003Cp\u003E\u003Cstrong\u003E\u0026nbsp;\u003C/strong\u003E\u003Cstrong\u003EMajor Tasks, Responsibilities \u0026 Key Accountabilities:\u003C/strong\u003E\u003C/p\u003E\u003Cp\u003E\u0026nbsp;90% Customer Service:\u003C/p\u003E\u003Cp\u003E-Place outbound calls to customers from leads that were obtained from various sources\u003C/p\u003E\u003Cp\u003E-Qualifying customers via phone, based on ability for the HDDC to meet a customer\u0026rsquo;s need\u003C/p\u003E\u003Cp\u003E-Educates customers during the selling process (e.g., answer questions, elaborates on features, benefits, costs)\u003C/p\u003E\u003Cp\u003E-Confirm scheduled appointments by validating appointment date/time, address, phone number and project qualification\u003C/p\u003E\u003Cp\u003E-Reschedule appointments \u0026 cancel when appropriate\u003C/p\u003E\u003Cp\u003E-Answer inbound calls from customers who have been referred through a store associate, internet lead or other source\u003C/p\u003E\u003Cp\u003E-Follows up with clients via telephone when appropriate\u003C/p\u003E\u003Cp\u003E-Resolves client complaints or involves the appropriate manager to ensure customer satisfaction\u003C/p\u003E\u003Cp\u003E10% Self-Development:\u003C/p\u003E\u003Cp\u003E-Proactively seeks knowledge on all HDDC products and services\u003C/p\u003E\u003Cp\u003E-Routinely develops skills in related areas of expertise\u003C/p\u003E\u003Cp\u003E-Stays abreast of daily, weekly, monthly sales reports\u003C/p\u003E\u003Cp\u003E\u003Cstrong\u003E\u003C/strong\u003E\u003Cstrong\u003ENature and Scope:\u003C/strong\u003E\u003C/p\u003E\u003Cp\u003ETypically reports to HDDC Supervisor\u003C/p\u003E\u003Cp\u003EThis position has 0 direct reports.\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EEnvironment:\u003C/strong\u003E\u003C/p\u003E\u003Cp\u003ELocated in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.\u003C/p\u003E\u003Cp\u003E\u003Cstrong\u003ETravel:\u003C/strong\u003E\u003C/p\u003E\u003Cp\u003ETravel between locations may be required\u003C/p\u003E\u003C/div\u003E\u003Cdiv data-field=\u0022Postion_Requirement\u0022 class=\u0022Requirement\u0022\u003E\u003Cp\u003E\u003Cstrong\u003EStandard Minimum Qualifications:\u003C/strong\u003E\u003C/p\u003E\u003Cp\u003EMust be eighteen years of age or older.\u003C/p\u003E\u003Cp\u003E\u003Cstrong\u003EWork Experience Required: \u003C/strong\u003E1\u003C/p\u003E\u003Cp\u003E\u003Cstrong\u003EPhysical Requirements:\u003C/strong\u003E\u003C/p\u003E\u003Cp\u003EFrequent 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).\u003C/p\u003E\u003Cp\u003E\u003Cstrong\u003EPreferred Qualifications:\u003C/strong\u003E\u003C/p\u003E\u003Cp\u003E1\u002B years of Specialty Retail, Interior Design or Kitchen \u0026 Bath Design (NKBA Certification is NOT required)\u003C/p\u003E\u003Cp\u003EAbility to work in a fast-paced environment\u003C/p\u003E\u003Cp\u003EAbility to work independently and with a team\u003C/p\u003E\u003Cp\u003EStrong verbal and written communication skills\u003C/p\u003E\u003Cp\u003EWorking knowledge of Microsoft Office Suite\u003C/p\u003E\u003Cp\u003EDemonstrated ability to collaborate and work effectively with cross-functional teams\u003C/p\u003E\u003Cp\u003EAbility to negotiate, handle complaints, settle disputes, and resolve grievances with both internal and external customers\u003C/p\u003E\u003Cp\u003EExcellent written and verbal communication skills\u003C/p\u003E\u003Cp\u003E\u003Cstrong\u003E\u0026nbsp;\u003C/strong\u003E\u003C/p\u003E\u003Cp\u003E\u003Cstrong\u003EKnowledge, Skills, Abilities and Competencies:\u003C/strong\u003E\u003C/p\u003E\u003Cp\u003EAction Oriented: Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm\u003C/p\u003E\u003Cp\u003ECollaborates: Building partnerships and working collaboratively with others to meet shared objectives\u003C/p\u003E\u003Cp\u003ECommunicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences\u003C/p\u003E\u003Cp\u003ECustomer Focus: Building strong customer relationships and delivering customer-centric solutions\u003C/p\u003E\u003Cp\u003EDrives Results: Consistently achieving results, even under tough circumstances\u003C/p\u003E\u003Cp\u003EInterpersonal Savvy: Relating openly and comfortable with diverse groups of people\u003C/p\u003E\u003Cp\u003EManages Conflict: Handling conflict situations effectively with minimal noise\u003C/p\u003E\u003Cp\u003EResourcefulness: Securing and deploying resources effectively and efficiently\u003C/p\u003E\u003Cp\u003EValues Differences: Recognizing the value that different perspectives and cultures bring to an organization\u003C/p\u003E\u003C/div\u003E


Posted: 2020-06-17 Expires: 2020-08-01

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Home Depot
Rockville, MD 20850

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