Home Depot HDQC SUPPORT II in Vancouver, Washington
The Support II associate provides quality professional service that consistently meets or exceeds Company standards of excellence and customer expectations. The position assists with creating, maintaining and improving internal and external customer relationships while interacting with our users on a daily basis by phone and chat. The Support Associate promptly assesses needs and applies product and service knowledge to provide our users with the best available solution in a timely manner. This position will be working with the Volume Pricing Team working bids for store and field associates.
Position is responsible for meeting and/or exceeding individual service quality goals and contributes to various related department goals.
Major Tasks, Responsibilities & Key Accountabilities:
40%- Assist internal and external customers through their shopping experience with Home Depot websites and mobile applications and provide solutions via phone, chat, email and/or social networks
40%- Resolve complex problems involving multiple departments and/or vendors and follow up with customers throughout resolution
10%- Meet or exceed scorecard requirements for productivity and quality
10%- Effectively and routinely balance multiple customers and tasks
Nature and Scope:
Reports to HDQC Support Supervisor.
This position has no direct reports.
Standard Minimum Qualifications:
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
Additional Minimum Qualifications:
The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.
Years of Relevant Work Experience:
Certifications & Licenses:
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
College Degree preferred
Prior Home Depot Experience
Knowledge of technologies and standard practices typically found in a call center environment such as CRM software and multi-line phones
Knowledge of standard practices and terminology used in retail sales and/or the building materials industry
Advanced knowledge of Home Depot systems and such as QuoteCenter, eSVS, Store Systems and MyCD
Knowledge, Skills, Abilities and Competencies:
Skilled at consistently providing outstanding customer service, following through on responsibilities to internal and external customers and recovering from any errors made
Demonstrated ability to complete projects and assignments accurately, catching errors before completion, despite a large workload, competing demands, and a fast-paced environment
Skilled at effectively assessing customer audience and adjusting style and tone of verbal and written correspondence to match that of the customer
Demonstrate broad-based knowledge of Home Depot product offerings
Capable of and interested in attaining SME level product knowledge of the Home Depot department in which he/she works
Excellent written and verbal skills
$15.75/hour - $20.00/hour
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.
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