The Senior Customer Service Representative's role is to provide quality professional customer service that consistently meets or exceeds Company standards of excellence. The position is directly responsible for creating, maintaining, and improving customer relationships while interacting with customers and other Home Depot associates on a daily basis during sales and product inquiry transactions. Position is also responsible for the scheduling and confirmation of appointments with customers and/or taking final payments of completed jobs by both inbound and outbound calls. Position is directly responsible for taking inbound calls from customers and placing outbound calls to customers; may occasionally be directly responsible for handling more complex inquiries and duties. This may include, as assigned, resetting appointments, managing calendars, resulting appointments, process deposits, and block calendars based on established criteria from Sales Management. Position will conduct survey calls with customers using a uniform script. Position is also responsible for monitoring email boxes and responding to inquiries accordingly. In addition, they may assist in the resolution of customer issues by providing a solution or directing the customer to an individual who is equipped to help them resolve the matter.
MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES
25%-Associate will answer inbound/place outbound calls to respond to inquiries from customers and field teams.
20%-Associate will handle complex inquiries/duties from customers and field teams
15%-Associate will conduct survey calls with customers using a uniform script.
15%-Associate will handle escalated inquiries from customers and field teams.
15%-Associate will monitor email boxes and respond/resolve inquiries.
10%-Other job duties as assigned by manager.
NATURE AND SCOPE
This position reports to HDE Contact Center Supervisor or Manager.
This position has 0 direct reports.
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.
Additional Environmental Job Requirements: MINIMUM QUALIFICATIONS
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
Additional Minimum Qualifications:
The knowledge, skills and abilities typically acquired through the completion of a high school diplomas and/or GED.
Years of Relevant Work Experience: 3 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.
-Minimum of 3 plus years of customer service experience is preferred.
-Proficiency using MS Office products (Word, Excel, etc.)
-Experience as a CSR in the Customer Appointment Center
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, 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 of Home Depot product offerings.
-Demonstrated ability to Multi-task.
-Independent decision making skills.
-Demonstrated ability to handle and resolve complex, escalated issues.
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