9 days old

HDE Sr Customer Service Representative

Atlanta, GA 30303
\u003Cdiv data-field=\u0022Position_Description\u0022 class=\u0022Summary\u0022\u003E\u003Ctable border=\u00220\u0022 cellspacing=\u00220\u0022 cellpadding=\u00220\u0022\u003E\u003Ctbody\u003E\u003Ctr\u003E\u003Ctd colspan=\u00224\u0022 valign=\u0022top\u0022\u003E\u003Ctable border=\u00220\u0022 cellspacing=\u00220\u0022 cellpadding=\u00220\u0022\u003E\u003Ctbody\u003E\u003Ctr\u003E\u003Ctd colspan=\u00224\u0022 valign=\u0022top\u0022\u003E\u003Cp\u003E\u003Cstrong\u003EPosition Purpose:\u003C/strong\u003E The Senior Customer Service Representative\u0027s role is to provide quality professional customer service that consistently meets or exceeds Company standards of excellence. 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 sales and product inquiry transactions. Position is directly responsible for taking inbound calls from customers and placing outbound calls to customers. Position is also directly responsible for handling more complex inquiries and duties related to calendars and will reset appointments to ensure the customer is seen at the date/time expected, result appointments, process deposits, and block calendars based on established criteria from Sales Management. Position will conduct survey calls with customers using a uniform script. Position is also responsible for monitoring email boxes and responding to inquiries accordingly. Position is also directly responsible for the scheduling and confirmation of appointments with the customer via both inbound and outbound calls. 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. \u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EMajor Tasks, Responsibilities \u0026 Key Accountabilities:\u003C/strong\u003E \u003Cbr /\u003E 25%-Associate will answer inbound/place outbound calls to schedule appointments, respond to inquiries from customers and field teams, and confirm appointments \u003Cbr /\u003E 20%-Associate will handle complex inquiries/duties from customers and field teams such as resetting appointments, blocking calendars, processing credit card transactions for deposits, result appointments. \u003Cbr /\u003E 15%-Associate will conduct survey calls with customers using a uniform script. \u003Cbr /\u003E 15%-Associate will handle escalated inquiries from customers and field teams. \u003Cbr /\u003E 15%-Associate will monitor email boxes and respond/resolve inquiries. \u003Cbr /\u003E 10%-Other job duties as assigned by manager. \u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003ENature and Scope:\u003C/strong\u003E Position Reports to Manager, Appointment Center This position has no direct reports \u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EEnvironmental Job Requirements:\u003C/strong\u003E \u003Cbr /\u003E \u003Cstrong\u003EEnvironment:\u003C/strong\u003E Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable. \u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003ETravel: \u003C/strong\u003ETypically requires overnight travel less than 10% of the time.\u003C/p\u003E\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003E\u0026nbsp;\u003C/td\u003E\u003Ctd\u003E\u0026nbsp;\u003C/td\u003E\u003Ctd\u003E\u0026nbsp;\u003C/td\u003E\u003Ctd\u003E\u0026nbsp;\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd colspan=\u00224\u0022 valign=\u0022top\u0022\u003E\u0026nbsp;\u003C/td\u003E\u003C/tr\u003E\u003C/tbody\u003E\u003C/table\u003E\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003E\u0026nbsp;\u003C/td\u003E\u003Ctd\u003E\u0026nbsp;\u003C/td\u003E\u003Ctd\u003E\u0026nbsp;\u003C/td\u003E\u003Ctd\u003E\u0026nbsp;\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd colspan=\u00224\u0022 valign=\u0022top\u0022\u003E\u0026nbsp;\u003C/td\u003E\u003C/tr\u003E\u003C/tbody\u003E\u003C/table\u003E\u003C/div\u003E\u003Cdiv data-field=\u0022Postion_Requirement\u0022 class=\u0022Requirement\u0022\u003E\u003Cstrong\u003E\u003C/strong\u003E\u003Cstrong\u003EStandard Minimum Qualifications:\u003C/strong\u003E \u003Cbr /\u003EMust be eighteen years of age or older. \u003Cbr /\u003EMust pass the Drug Test. \u003Cbr /\u003EMust pass pre-employment test if applicable. \u003Cbr /\u003E\u003Cbr /\u003E\u003Cstrong\u003EEducation Required: \u003C/strong\u003EThe knowledge, skills and abilities typically acquired through the completion of a high school diplomas and/or GED. \u003Cbr /\u003E\u003Cbr /\u003E\u003Cstrong\u003EWork Experience Required:\u003C/strong\u003E 3 \u003Cbr /\u003E\u003Cbr /\u003E\u003Cstrong\u003EPhysical Requirements:\u003C/strong\u003E 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. \u003Cbr /\u003E\u003Cbr /\u003E\u003Cstrong\u003EPreferred Qualifications:\u003C/strong\u003E Minimum of 3 plus years of customer service experience is preferred. Proficiency using MS Office products (Word, Excel, etc). \u003Cbr /\u003E\u003Cbr /\u003E\u003Cstrong\u003EKnowledge, Skills, Abilities and Competencies:\u003C/strong\u003E \u003Cbr /\u003E-Skilled at consistently providing outstanding customer service, following through on responsibilities to customers and recovering from any errors made. \u003Cbr /\u003E-Demonstrated ability to complete projects and assignments accurately, catching errors before completion, despite a large workload, competing demands and a fast paced environment. \u003Cbr /\u003E-Demonstrated ability to effectively communicate with customers. \u003Cbr /\u003E-Ability to set priorities, plan and coordinate work activities and obtain and manage resources so that work objectives are accomplished on time and within budget. \u003Cbr /\u003E-Demonstrated broad based knowledge of Home Depot product offerings. Demonstrated ability to multi-task. \u003Cbr /\u003E-Independent decision making skills. \u003Cbr /\u003E-Demonstrated ability to handle and resolve complex, escalated issues.\u003C/div\u003E

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Posted: 2020-06-26 Expires: 2020-07-26

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HDE Sr Customer Service Representative

Home Depot
Atlanta, GA 30303

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