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
on a daily basis during sales and product inquiry transactions.
Position is also directly responsible for meeting and/or exceeding
sales, individual service quality and various related department
MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES
Guides customers through their online shopping experience via
chat sessions. Promptly assesses customer needs and proactively
provides solutions. Assists customers with navigating through the
HD websites and leads them to a product that meets their needs.
Effectively & routinely balances multiple customers. Offers
up-sells and attachment items on customer purchases where
Drives repeat business by providing, excellent service, accurate
and thorough product and service knowledge to customers and through
relationship building with customers.
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
Meets or exceeds scorecard requirements for productivity,
schedule adherence, quality and attendance. Completes assignments
accurately despite a large workload.
NATURE AND SCOPE
Position reports to Supervisor Customer Service
No direct responsibility for supervising others.
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
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
Education Required: HS Diploma/GED
Years of Relevant Work Experience: 0 years
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. Located in a
comfortable indoor area. Any unpleasant conditions would be
infrequent and not objectionable.
College Degree preferred
1 year of customer service or retail sales experience is
1 year of messaging/chat experience in a call center
Skills, Abilities and Competencies:Skilled at consistently
providing outstanding customer service, following through on
responsibilities to customers and recovering from any errors
Demonstrated ability to complete projects and assignments
accurately, despite a large workload, competing demands and a fast
Skilled at effectively assessing customer audience and adjusting
style and tone of written correspondence to match that of the
Demonstrated broad based knowledge of Home Depot product