5 days old

The Home Depot PRO - Special Orders Billing Customer Service Representative II

Jacksonville, FL 32202
\u003Cdiv data-field=\u0022Position_Description\u0022 class=\u0022Summary\u0022\u003E\u003Cp\u003E\u003Cstrong\u003EPOSITION PURPOSE\u003C/strong\u003E\u003Cbr /\u003E The main responsibility of the Special Orders Customer Service Rep II is to provide accurate and timely support for the client, vendor, and all other parties involved. They will maintain a positive, flexible outlook, allowing for growth of the organization and be the face and voice of the organization while listening carefully to resolve customer\u0027s questions, and concerns and maintaining a polite and helpful attitude. The Special Orders CSR II will handle a variety of contacts in a fast-paced, customer-driven Contact Center environment and must be able to communicate effectively and professionally via fax, email, and personal phone calls. They must be able to multi-task while understanding the intricacies of processing orders, returns, and resolve issues in a timely manner, tracking of orders and answering general to complex questions. A CSR II must exhibit a high proficiency with the skill set and product knowledge of CSR I consistently providing helpful, professional, courteous assistance to all internal and external customers.\u003Cbr /\u003E \u003Cstrong\u003EMAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES\u003C/strong\u003E\u003C/p\u003E\u003Cul\u003E\u003Cli\u003E40% - Receiving incoming calls, faxes or emails to place orders, process returns, answer product questions, provide order status and or direct customers to appropriate departments or sales professionals\u0026nbsp;\u003C/li\u003E\u003Cli\u003E20% - Handles customer complaints, utilizing tools, training and problems solving skills, as well as d-escalation techniques, conflict\u0026nbsp;resolution skills\u0026nbsp;\u003C/li\u003E\u003Cli\u003E20% - Provide knowledge insight and information about our products by utilizing tools such as catalog and website. Up-sells to\u0026nbsp;customers as designated\u0026nbsp;\u003C/li\u003E\u003Cli\u003E20% - Interacts with other departments to resolve billing and shipping issues and other clerical duties as assigned. Performs special\u0026nbsp;projects as assigned\u0026nbsp;Other duties as assigned dependent on service levels, call volumes and the business need\u0026nbsp;\u003Cbr /\u003E Percentages may change according to the business need and call volume\u003C/li\u003E\u003C/ul\u003E\u003Cbr /\u003E \u003Cstrong\u003ENATURE AND SCOPE\u003C/strong\u003E\u003Cbr /\u003E This position reports to the Supervisor.\u0026nbsp;\u003Cbr /\u003E This position has 0 direct reports\u003Cbr /\u003E \u003Cstrong\u003EENVIRONMENTAL JOB REQUIREMENTS\u003C/strong\u003E\u003Cbr /\u003E \u003Cstrong\u003EENIVIRONMENT:\u0026nbsp;\u003C/strong\u003E\u003Cbr /\u003E Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.\u003Cbr /\u003E \u003Cstrong\u003ETRAVEL:\u0026nbsp;\u003C/strong\u003E\u003Cbr /\u003E Typically requires overnight travel less than 10% of the time.\u003C/div\u003E\u003Cdiv data-field=\u0022Postion_Requirement\u0022 class=\u0022Requirement\u0022\u003E\u003Cp\u003E\u003Cstrong\u003EMINIMUM QUALIFICATIONS\u003C/strong\u003E\u003Cbr /\u003E Must be eighteen years of age or older.\u003Cbr /\u003E Must be legally permitted to work in the United States.\u003Cbr /\u003E \u003Cstrong\u003EADDITIONAL MINIMUM QUALIFICATIONS:\u003C/strong\u003E\u003C/p\u003E\u003Cul\u003E\u003Cli\u003E2-3 years of computer service skills and or contact center experience is strongly preferred.\u0026nbsp;\u003C/li\u003E\u003Cli\u003EMust be PC literate and proficient in typing as well as comfortable navigating 2-3 monitors.\u0026nbsp;\u003C/li\u003E\u003Cli\u003EMust have a strong desire to help customers, work well under pressure.\u003C/li\u003E\u003C/ul\u003E\u003Cp\u003E\u003Cbr /\u003E \u003Cstrong\u003EEDUCATION REQUIRED:\u003C/strong\u003E\u003Cbr /\u003E The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.\u003Cbr /\u003E \u003Cstrong\u003EYEARS OF RELEVANT WORK EXPERIENCE:\u0026nbsp;\u003C/strong\u003E3 years\u003Cbr /\u003E \u003Cstrong\u003EPHYSICAL REQUIREMENTS:\u003C/strong\u003E\u003Cbr /\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\u003C/p\u003E\u003Cul\u003E\u003Cli\u003EProficient in CSR I skill sets\u0026nbsp;\u003C/li\u003E\u003Cli\u003EAbility to mentor new hires and peers who need additional support and training\u0026nbsp;\u003C/li\u003E\u003Cli\u003ELead team huddles as necessary\u0026nbsp;\u003C/li\u003E\u003Cli\u003EWillingness to be or is already certified or trained in\u0026nbsp;The Home Depot Pro and The Home Depot Systems to support integration activities\u003C/li\u003E\u003C/ul\u003E\u003Cp\u003E\u003Cbr /\u003E \u003Cstrong\u003EKNOWLEDGE, SKILLS, ABILITIES AND COMPETENCIES:\u003C/strong\u003E\u003C/p\u003E\u003Cul\u003E\u003Cli\u003EMicrosoft Office knowledge\u0026nbsp;\u003C/li\u003E\u003Cli\u003EAbility to handle multiple tasks\u0026nbsp;\u003C/li\u003E\u003Cli\u003EStrong follow up and problem solving skills\u0026nbsp;\u003C/li\u003E\u003Cli\u003ECreative thinking and innovative suggestions to enhance process efficiency and improve customer experience\u0026nbsp;\u003C/li\u003E\u003Cli\u003EProven ability to make decisions and take ownership of issues\u003C/li\u003E\u003Cli\u003EDisplays sound judgment\u0026nbsp;\u003C/li\u003E\u003Cli\u003EActively participate as a peer leader\u0026nbsp;\u003C/li\u003E\u003Cli\u003ESeeks to take on additional tasks\u0026nbsp;\u003C/li\u003E\u003Cli\u003EAccepts extra projects\u003C/li\u003E\u003C/ul\u003E\u003C/div\u003E


Posted: 2019-11-07 Expires: 2019-12-11

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The Home Depot PRO - Special Orders Billing Customer Service Representative II

Home Depot
Jacksonville, FL 32202

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