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SUPERVISOR REPAIR CENTER

Home Depot


Location:
Atlanta, GA
Date:
04/19/2018
2018-04-192018-05-19
Job Code:
116674
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Job Details

SUPERVISOR REPAIR CENTER - Atlanta GA 30308 Skip Navigation
Job Details

SUPERVISOR REPAIR CENTER (116674)

GA - Atlanta

  • Date Posted: Mar 27, 2018
  • Company: The Home Depot
  • Travel: None
  • Functional Area: Operations
  • Position Type: Full-Time
  • Relocation Provided: No




Position Description:
POSITION PURPOSE:
The Supervisor Repair Center is responsible for a team of customer and store support associates who handle requests for assistance with The Home Depot's out for repair program. Each associate is responsible for answering questions in a timely and accurate manner received through various delivery methods. The Supervisor conducts quality assurance checks on calls and repair systems documentation to ensure the best experience for our customers and store associates. These calls are placed and received by a team of customer service representatives. Completed quality reviews will be delivered to the individual associates during bi-weekly associate check-ins. The Supervisor will also find financially responsible and amicable solutions to customer concerns. Typically, these issues do not fall into a pre-determined resolution matrix and generally cannot be resolved without research, timely communication. This position will require conflict resolution skills.

MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES:

  • 30%-Weekly will analyze a minimum of 2 customer interactions for each customer service representative. Review professionalism, Exceptional customer service skills and potential opportunities for additional repair authorizations. 
  • 20%-Spend time on the floor performing coaching by observing calls and associate interactions while on the call with our customers. Assist with fiscally responsible decision making and escalating where appropriate to the Manager of the Call Center. 
  • 20%-Conduct OFR research, prepare daily and weekly reporting to deliver to the Manager of the Call Center. 
  • 20%-Provide guidance to store support associates to ensure requests are being handled in a timely, accurate and professional manner. Ensure The Home Depots SOPs are being executed through effective communication and performance management. 
  • 10%-Take escalated calls as needed from the customer service representatives.
NATURE AND SCOPE:
  • Position reports to Manager Operations Process- Repair Contact Center 
  • This posiiton has 5 direct reports

ENVIRONMENTAL JOB REQUIREMENTS:

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

Travel:

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


ESSENTIAL SKILLS:
MINIMUM QUALIFICATIONS:
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.


Education Required:
The knowledge, skills and abilities typically acquired through the completion of a trade school degree program or equivalent degree in a field of study related to the job.

Years of Relevant Work Experience:
4 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.

Preferred Qualifications:

  • Experience with DIY and PRO grade power tools 
  • Ability to resolve difficult customer demands through financially responsible decision making, negotiating and conflict resolution. 
  • Call Center experience

Knowledge, Skills, Abilities and Competencies:
  • High level of customer service skills
  • Effectively communicate both verbally and written


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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