Sr. Customer Service Representative

The Home Depot; Athens (GA); On-site; USD 21,000 - 25,000; Full time

Job summary

The Home Depot in Athens, GA seeks a Senior Customer Service Representative to deliver quality professional service and maintain strong customer relationships during daily transactions.

You will use THD At Home Services systems to coordinate all functions, handle inquiries via phone, email or text, and escalate as needed to resolve issues efficiently.

Qualifications

• HS diploma or GED required.
• Ability to handle complex inquiries with professionalism.
• Experience in customer service environments preferred.

Responsibilities

• Take inbound calls from customers and place outbound calls as needed.
• Monitor email boxes and respond to customer inquiries.
• Coordinate with field personnel, vendors and customers to move jobs forward.
• Resolve customer issues by providing solutions or directing to specialists.

Skills

Collaboration

Customer Service

Customer Support

Problem Resolution

THD Process & Policy

Education

High School Diploma / GED

Tools

Microsoft Office Suite

Job description

With a career at The Home Depot, you can be yourself and also be part of something bigger. 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. Position is responsible for taking inbound calls from customers and placing outbound calls to customers; 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. The role will partner with field personnel, vendors and customers in managing a book of business.

• 15% - Collaboration - Work as a liaison between the field, vendors and customers to assist with bringing jobs to completion.
• ~30% - Customer Service - Associates will handle complex inquiries/duties from internal & external customers and handle escalated inquiries via phone, email or text.
• ~30% - Customer Support - Associate will answer inbound/ place outbound calls from internal and external customers to respond to inquiries from customers and field teams.
• ~5% - Problem Resolution - Associate will monitor email boxes and respond/resolve inquiries to resolve customer issues.
• ~10% - THD Process & Policy - Associate will utilize THD At Home Services systems and processes to coordinate all functions related to the role.

This Position typically reports to Contact Center Supervisor.

Travel Requirements

~ No travel required.

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

• Must be 18 years of age or older.
• Working knowledge of Microsoft Office Suite
• Ability to negotiate, handle complaints, settle disputes, and resolve grievances with both internal and external customers
• The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.
• The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.

• Minimum Years of Work Experience:
• ~Preferred Years of Work Experience:
• ~Customer Focus

For California, Colorado, Connecticut, Rhode Island, Nevada, New York City, Ithaca (NY), Westchester County (NY), and Washington residents: