[Hiring] Post Sale Support Associate @The Home Depot

Role Description

Customer Service associates in this role support customers with post-sale questions, troubleshooting, warranties, escalations process, and issue resolution related to configurable custom window covering products. This is not a standard customer service role; associates are expected to:

• Investigate customer concerns
• Diagnose problems
• Determine appropriate solutions
• Create and manage customer cases
• Serve as a liaison between customers, vendors, and internal partners to drive timely follow-up and resolution

Successful associates are:

• Naturally curious
• Organized
• Comfortable researching complex issues across multiple systems
• Strong in problem-solving, investigative skills, written communication, and follow-up
• Able to manage ambiguity and balance quality and productivity
• Empathetic, accurate, and take ownership of detailed customer situations

New hires receive six weeks of classroom training focused on:

• Products
• Systems
• Measure and install knowledge
• Troubleshooting processes
• Knowledge-based tools
• Resource navigation

Classroom training is followed by two weeks of practical application using real-world customer scenarios, systems, policies, and hands-on experience with different brands and products.

After training, associates are assigned schedules that support business needs across the contact center’s operating hours:

• Monday–Friday: 7:00 AM–10:00 PM CT
• Saturday–Sunday: 7:00 AM–8:00 PM CT

Because this is a remote opportunity, schedule flexibility is essential, and preferred schedules may not always be available.

The compensation plan includes:

• Guaranteed $19.25 per hour during months 1–6
• Option to move to the base plus incentive plan earlier if selected
• Beginning in month 7, associates move to a $10.00 per hour base pay plus commission model designed to reward high performance, quality service, and consistent customer support

Key Responsibilities

• 20% - Connects: Acts as liaison between customer and manufacturer, as well as between customer and freight carrier. Partners with escalation group for additional order support and handling complex customer cases.
• 20% - Drives Loyalty: Provides excellent service, accurate product and service knowledge, and looks for ways to reduce customer effort in ordering, shipping, order inquiry, and return/refund experiences.
• 20% - Efficiency: Meets or exceeds various performance requirements, including customer service skills, accuracy, schedule adherence, and speed to resolution.
• 20% - Engagement: Answers inbound phone calls, assesses customer needs, and provides solutions with a high degree of accuracy.
• 20% - Support and Resolution: Informs customers about order status, reconciles errors, and resolves post-order issues.

Direct Manager/Direct Reports

• This Position typically reports to the Supervisor, Contact Center
• This Position has 0 direct reports

Travel Requirements

• No travel required

Physical Requirements

• Most of the time is spent sitting in a comfortable position with frequent opportunities to move about.
• On rare occasions, there may be a need to move or lift light articles.

Minimum Qualifications

• Must be 18 years of age or older
• Must be legally permitted to work in the United States

Preferred Qualifications

• 3 or more years of customer service or retail sales experience is preferred.

Minimum Education

• Completion of a high school diploma and/or GED.

Preferred Education

• No additional education.

Minimum Years of Work Experience

• 0

Preferred Years of Work Experience

• 3

Minimum Leadership Experience

• None

Preferred Leadership Experience

• No previous leadership experience

Certifications

• None

Competencies

• Being Resilient
• Self-Development
• Tech Savvy
• Manages Complexity
• Situational Adaptability
• Communicates Effectively
• Customer Focus
• Resourcefulness

Pay Range

The pay range for this position is between $19.25 - $19.25 for California, Colorado, Connecticut, Rhode Island, Nevada, New York City, Ithaca (NY), Westchester County (NY), and Washington residents.