POSITION PURPOSE -
The Customer Care Associate takes inbound communication from both internal and external customers via various communication mediums. Associate will answer all inquiries professionally and investigate to provide final customer satisfaction for all product and service offerings. Associate will also provide clarification of policy and process and further assist all customers in guiding them to the area of business they desire. Follow up may be required. Associate will provide excellent customer service via active listening, a positive attitude, and professional and personalized communication.
The Customer Care Associate will possess an innate passion and desire to meet the needs of all our customers while representing our unique values and beliefs. A friendly disposition must be maintained on all interactions throughout its duration, as defined by the customer and our standards. This empowered Customer Care Associate will utilize basic systems and reference materials to provide solutions to meet customer needs. The Customer Care Associate will focus on first contact resolution and will identify problems that he/she cannot resolve and escalate appropriately and immediately.
MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES -
90% Customer interaction involving inbound customer concerns and their resolution.
10% Special projects and other activities as assigned by leadership.
NATURE AND SCOPE -
Reports to Supervisor Customer Care.
No direct responsibility for supervising others.
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.
Previous customer service experience.
Ability to work a flexible schedule, including nights and weekends.
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 - 02
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.
PREFERRED QUALIFICATIONS -
Retail Experience to include Suggestive Selling skills.
Home Improvement Experience.
Demonstrated ability to partner with internal and external business partners.
KNOWLEDGE, SKILLS, ABILITIES AND COMPETENCIES -
Ability to type a minimum of 30 words per minute.
Ability to adapt to a fast paced environment.
Solid problem solving skills.
Excellent verbal and written skills.
Attention to quality and detail.
Microsoft Windows/Office proficient.
Time Management skills.
The Home Depot is the global leader in home improvement and fourth largest retailer in the world. Providing superior customer service and...