Sr. Customer Service Representative

The Home Depot; Georgia; On-site; USD 36,000 - 48,000; Full time

Job summary

The Home Depot is seeking a Senior Customer Service Representative to deliver quality professional service, coordinate with THD At Home Services systems, and build strong customer relationships during daily transactions.

The role handles inbound calls, outbound calls, and emails; collaborates with field personnel, vendors, and customers to drive jobs to completion, resolve issues, and uphold company standards.

Qualifications

• Requires high school diploma or GED.
• Proven ability to deliver professional customer service.
• Experience using Microsoft Office Suite preferred.

Responsibilities

• Collaborate between field, vendors and customers to drive jobs to completion.
• Handle complex inquiries from internal and external customers via phone, email or text.
• Respond to inquiries by inbound and outbound calls to customers and field teams.
• Monitor email boxes and resolve customer issues.
• Utilize THD At Home Services systems and processes to coordinate role functions.

Skills

Customer service

Communication

Microsoft Office Suite

Problem solving

Relationship management

Education

High school diploma or GED

Tools

THD At Home Services systems

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: