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Home Depot

Kennesaw, GA
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Job Details

CUSTOMER SERVICE REP CHAT - Kennesaw GA 30144 Skip Navigation
Job Details


GA - Kennesaw

  • Date Posted: Mar 12, 2018
  • Company: The Home Depot
  • Travel: None
  • Functional Area: Customer Service
  • Position Type: Full-Time
  • Relocation Provided: No

Position Description:
The Online Customer Service - Chat Representative provides quality and professional 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 by answering questions about products, orders and services available through the e-commerce platform. The representative will interact with multiple customers through a chat or messaging platform on a daily basis and perform sales and product/order inquiry transactions. Representatives are expected to find ways to satisfy customer needs and to simplify the customer experience. A high expectation of the customer's needs include representatives' speed to solution, accurate information, empathy and attention to detail. The representative will act in a way that positively represents the Company and increases the customer's likelihood to shop again.


20% - Answers inbound chat and/or messaging requests from customers, quickly assesses customer needs and proactively provides solutions with a high degree of accuracy. Provides superior customer service during transactions regarding product inquiry, order placement and order follow-up. Documents details of customer interaction. 

20%- Drives customer loyalty by providing excellent service, accurate product and service knowledge to customers while seeking ways to reduce customer efforts in ordering, shipping, order inquiry and return/refund experiences. 

20% - Keeps customers informed on the status of their order, reconciles errors in a cost effective manner, resolves post-order issues (such as returns) and follows-up to ensure all customer needs are fulfilled. 

10% - Where needed, acts as liaison between customer and manufacturer as well as between customer and freight carrier. 

20%- Meets or exceeds various performance requirements including (but not limited to): customer service skills, accuracy, schedule adherence, speed to resolution, etc. 

10%- Partners with escalation group to obtain additional order support, customer follow-up or handling of complex customer cases.

Position reports to Supervisor Customer Service 
No direct responsibility for supervising others.


Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Typically requires overnight travel less than 10% of the time.

Must be eighteen years of age or older.
Must be legally permitted to work in the United States.

Additional Minimum Qualifications:
Ability to type faster than 25 words per minute

Education Required:
The knowledge, skills and abilities typically acquired through the completion of a high school diplomas and/or GED.

Years of Relevant Work Experience: 2 years

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.

Additional Qualifications:
Ability to type 25 WPM without looking at the keyboard.

Preferred Qualifications:
College Degree preferred 
3 or more years of customer service or retail sales experience is preferred. 
Ability to type faster than 25 words-per-minute.

Knowledge, Skills, Abilities and Competencies: 

- Highly skilled at using a computer-based platform utilizing multiple applications including transcription, multitasking, chatting or messaging and maintaining effective communication with the customer. 

- Skilled at consistently providing excellent customer service, following through on responsibilities to customers  and recovering from any errors made. 

- Demonstrated ability to complete projects and assignments accurately, catching errors before completion  (despite a large workload), competing demands and a fast paced environment. 

- Demonstrated ability to effectively communicate with customers. Possesses effective listening, speaking and writing skills. Skilled at adjusting communication style to meet audience needs and expectations. 

- Comfortable engaging with customers who may exhibit frustration; comfortable taking responsibility for errors on behalf of the Company. 

- Capable of (and interested in) continuous learning which is primarily focused on the business, customer service techniques and products/services sold at The Home Depot. 

- Comfortable with making decisions independently.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

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