CUSTOMER SERVICE REPRESENTATIVE-PHONE & CHAT
Location:
Ogden , Utah
Posted:
November 18, 2017
Reference:
112182

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 service quality and various related department goals.

MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES - 

  • Guides customers through their online shopping experience via phone or 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.
  • 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 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.

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

MINIMUM QUALIFICATIONS - 

  • Must be eighteen years of age 
  • Must be legally able to work in the United States


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 - 

  • Ability to type 25 WPM with minimal errors.

PREFERRED QUALIFICATIONS - 

  • College Degree preferred
  • 1 year of customer service or retail sales experience is preferred.

KNOWLEDGE, SKILLS, ABILITIES AND COMPETENCIES - 

  • Skilled at consistently providing outstanding customer service, following through on responsibilities to customers and recovering from any errors made.
  • Demonstrated ability to complete projects and assignments accurately, despite a large workload, competing demands and a fast paced environment.
  • Skilled at effectively assessing customer audience and adjusting style and tone of written correspondence to match that of the customer.
Demonstrated broad based knowledge of Home Depot product offerings preferred.

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!

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