Sr. Customer Service Representative

The Home Depot, Inc.; Atlanta (GA); On-site; USD 25,000 - 30,000; Full time

Job summary

The Home Depot seeks a Senior Customer Service Representative to deliver high-quality service during customer transactions, manage inbound and outbound calls, emails, and texts, and coordinate with field teams and vendors. You will build and maintain customer relationships and guide issues toward resolution using THD At Home Services processes.

The role reports to the Contact Center Supervisor and has no direct reports. Located in the Atlanta area, minimal travel is required.

Qualifications

• Must be 18 years of age or older.
• Must be legally permitted to work in the United States.
• Minimum education is a high school diploma or GED.
• 1 year of work experience in customer service is preferred.
• No prior leadership experience required.
• Ability to work with multiple stakeholders including customers, vendors, and field teams.

Responsibilities

• Collaborate with field personnel, vendors and customers to drive jobs to completion.
• Provide consistent communication to third-party entities.
• Handle complex inquiries from internal and external customers via phone, email or text.
• Answer inbound and place outbound calls from customers and field teams.
• Monitor email boxes and respond to inquiries to resolve customer issues.
• Utilize THD At Home Services systems and processes to coordinate all role-related functions.

Skills

Microsoft Office Suite

Cross-functional collaboration

Customer service

Written and verbal communication

Education

High School Diploma or GED

Job description

Position Purpose:

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; may occasionally be directly responsible for handling more complex inquiries and duties. 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.

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 - 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.

Direct Manager/Direct Reports:

• This Position typicallly 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 or there may be a 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 Qualifications:

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

Preferred Qualifications:

• 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

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

Preferred Years of Work Experience:

• 2

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

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. - $18.00 - $22.00