[Hiring] Senior Customer Service Representative @The Home Depot

Role Description

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 responsible for utilizing THD At Home Services systems and processes to coordinate all functions related to the role. 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 customer transactions.

• Taking inbound calls from customers and placing outbound calls to customers.
• Handling more complex inquiries and duties.
• Monitoring email boxes and responding to inquiries accordingly.
• Assisting in the resolution of customer issues by providing a solution or directing the customer to an individual who can help.
• Partnering with field personnel, vendors, and customers in managing a book of business.

Qualifications

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

Requirements

• Working knowledge of Microsoft Office Suite.
• Demonstrated ability to collaborate and work effectively with cross-functional teams.
• Ability to negotiate, handle complaints, settle disputes, and resolve grievances with both internal and external customers.
• Excellent written and verbal communication skills.

Key Responsibilities

• 15% - Collaboration: Work as a liaison between the field, vendors, and customers to assist with bringing jobs to completion.
• 10% - Communication: Provide consistent communication and feedback to third party entities.
• 30% - Customer Service: Handle complex inquiries/duties from internal & external customers and handle escalated inquiries via phone, email, or text.
• 30% - Customer Support: Answer inbound/place outbound calls from internal and external customers to respond to inquiries from customers and field teams.
• 5% - Problem Resolution: Monitor email boxes and respond/resolve inquiries to resolve customer issues.
• 10% - THD Process & Policy: Utilize THD At Home Services systems and processes to coordinate all functions related to the role.

Direct Manager/Direct Reports

• This Position typically reports to Contact Center Supervisor.
• This role has 0 direct reports.

Travel Requirements

• No travel required.

Physical Requirements

• Most of the time is spent sitting or standing in the same location.
• May need to stoop regularly or move/lift light material or equipment (typically less than 8 pounds).

Working Conditions

• Located in a comfortable indoor area.
• Any unpleasant conditions would be infrequent and not objectionable.

Minimum Education

• The knowledge, skills, and abilities typically acquired through the completion of a high school diploma and/or GED.

Preferred Education

• The knowledge, skills, and abilities typically acquired through the completion of a high school diploma and/or GED.

Minimum Years of Work Experience

• 1 year.

Preferred Years of Work Experience

• 2 years.

Minimum Leadership Experience

• No previous leadership experience.

Preferred Leadership Experience

• No previous leadership experience.

Certifications

• None.

Competencies

• Action Oriented
• Being Resilient
• Situational Adaptability
• Customer Focus
• Resourcefulness