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. This position will also perform administrative duties such as warranty filing, replacing and research with the vendors that work with The Home Depot. Position is also directly responsible for meeting and/or exceeding sales, individual call quality and various related department goals.
MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES:
NATURE AND SCOPE:
- 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. Where needed, acts as liaison between customer and manufacturer, as well as between customer and freight carrier.
- Meets or exceeds scorecard requirements for productivity, schedule adherence, quality and attendance. Completes assignments accurately despite a large workload.
Position reports to Supervisor Contact Center
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 time.
A little about us:
We recognize that military members are adept, motivated and hardworking. That’s why we made a commitment in 2012 to hire 55,000 veterans in 5 years!