The Customer Service Representative's role is to provide quality professional customer service that consistently meets or exceeds Company standards of excellence and customer expectations. 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 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.
MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES
- Answer inbound calls from customers who have been referred through a store associate, Smart Circle or an online campaign.
- Using a uniform script, the associate will qualify the customer, explain our product offerings and suggest why they should choose Home Depot for their home improvement needs.
- Associate will also place outbound calls to customers from leads that were obtained from various marketing resources. Using a uniform script, the associate will qualify the customer, explain our product offerings and suggest why they should choose Home Depot for their home improvement needs.
- Other job duties as assigned by manager.
NATURE AND SCOPE
Position Reports to: Floor Supervisor Number of Direct Reports: 0
ENVIRONMENTAL JOB REQUIREMENTS
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.
Standard Minimum Qualifications: Must be eighteen years of age or older. Must pass the Drug Test. Must pass Background Check. Must pass pre-employment test if applicable. Additional Minimum Qualifications: Education Required: 8. The knowledge, skills and abilities typically acquired through the completion of a high school diplomas and/or GED. Work Experience Required: 1 Minimum Age Override: 0 Certifications & Licenses: Physical Requirements: 1. 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: Preferred Qualifications: Knowledge or experience in the home improvement, retail or telemarketing field. Basic computer skills. Knowledge, Skills, Abilities and Competencies: Skilled at consistently providing outstanding 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. 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. Demonstrated broad based knowledge of Home Depot product offerings.
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.