POSITION PURPOSE -
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 call quality and various related department goals.
MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES -
Answers inbound calls from customers, quickly assesses customer needs and proactively provides solutions. Provides superior customer service while handling inbound calls for order placement and product inquiry. Documents details of customer interaction into system while on the phone.
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 are fulfilled.
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 Contact Center
No direct responsibility for supervising others.
ENVIRONMENTAL JOB REQUIREMENTS -
Located in a comfortable indoor area
MINIMUM QUALIFICATIONS -
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 - 00
PHYSICAL JOB 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 -
PREFERRED QUALIFICATIONS -
Fluently speak and write in Spanish AND English
Availability to work a flexible schedule which includes all hours of call center operation
Associate degree or some college education preferred
1 year of customer service or retail sales experience is preferred.
KNOWLEDGE, SKILLS, ABILITIES AND COMPETENCIES -
Excellent interpersonal skills
Skilled at consistently providing exceptional 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
The Home Depot is the global leader in home improvement and fourth largest retailer in the world. Providing superior customer service and...