Full Job Description
To assist, support and grow our 1.5m plus PRO Customers. Provide daily assistance to our 50k+ Sales personnel in growing the PRO business. Contribute to the delivery of the One Home Depot Pro Strategy and meeting our business objectives.
The HD PRO Customer Support Coordinator provides quality and professional customer service that consistently meets or exceeds Company standards of excellence and customer expectations. The position is responsible for creating an effortless customer experience in all contacts (Phone, Multi-media, Email, Chat, SMS messaging ) in a fast paced environment. The associate is the first point of contact for both our Customers and Sales teams.
Functions supported include answering questions about products and services, available through the B2B e-commerce platform. Other functions include supporting quotes, placing orders, up sell and cross sell as appropriate and support product/service inquiries and account maintenance. It is imperative that the Coordinators have the ability multi-task and have a laser like focus on Customer Service.
Coordinators are expected to explore ways to satisfy customer needs and to simplify the customer experience. A high expectation of customers include representatives speed to solution, accurate information, empathy, and attention to detail. The representative will act in a way that positively represents the Company and increases the customers likelihood to buy again. Finally, Coordinators must demonstrate the capability and initiative to learn and grow in the job.
MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES
40%- Receive incoming calls, faxes or emails to place orders, process returns, answer product questions, provide order status and/or route customer to appropriate Department or Sales Professional.
15%- Handle customer complaints utilizing tools, training and problems solving skills as well as de-escalation techniques, conflict resolution skills and professionalism
15%- Provide helpful, professional, courteous assistance to all customers (Internal and External).
10%- Provide knowledge insight and information about our products by utilizing tools such as catalog and website. Upsells to Customers as designated.
20%- Interacts with other departments to resolve billing and shipping issues, and other clerical duties as assigned. Performs special projects as assigned.
NATURE AND SCOPE
Reports to PRO Customer Support Supervisor. No direct reports.
ENVIRONMENTAL JOB REQUIREMENTS
Located in a comfortable indoor area. Conditions could produce mild discomfort on occasion.
Typically requires overnight travel less than 10% of the time.
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.
YEARS OF RELEVANT WORK EXPERIENCE: 2 years
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.
2 years of Call Center and/or Contact Center experience required.
Must be PC literate and be proficient in typing as well as comfortable navigating a computer keyboard
Must have strong desire to help customers, work well under pressure and maintain a courteous, professional demeanor at all times.
Ability to learn and retain new information.
Must be flexible with work hours and be able to work holidays. Typical hours are Monday- Friday 7am - 8pm Eastern Time, Saturday 8am – 5pm Eastern Time, however hours may change based on business need and customer volume.
3 or more years of customer service and/or retail sales experience
Proficiency working on two or more monitors.
College degree or college coursework completed preferred
Excellent critical thinking and trouble shooting skills
Demonstrated flexibility through ambiguity
KNOWLEDGE, SKILLS, ABILITIES AND COMPETENCIES:
Microsoft Office knowledge
Ability to handle multiple tasks
Strong follow up & problem solving skills