Full Job Description
The Customer Service Representative s role is to provide quality professional customer service that consistently meets or exceeds Company standards of excellence and customer expectations. The position is directly responsible for creating, maintaining and improving customer relationships while interacting with customers on a daily basis during sales and product inquiry transactions. Position is also directly responsible for meeting and/or exceeding sales, individual service quality and various related department goals.
MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES
Guides customers through their online shopping experience via chat sessions. Promptly assesses customer needs and proactively provides solutions. Assists customers with navigating through the HD websites and leads them to a product that meets their needs. Effectively & routinely balances multiple customers. Offers up-sells and attachment items on customer purchases where applicable.
Drives repeat business by providing, excellent service, accurate and thorough product and service knowledge to customers and through relationship building with customers.
Keeps customers informed on the status of their order, reconciles errors in a cost effective manner, resolves post-order issues such as returns and follows up to ensure all customer needs are fulfilled.
Meets or exceeds scorecard requirements for productivity, schedule adherence, quality and attendance. Completes assignments accurately despite a large workload.
NATURE AND SCOPE
Position reports to Supervisor Customer Service
No direct responsibility for supervising others.
ENVIRONMENTAL JOB REQUIREMENTS
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Typically requires overnight travel less than 10% of the time.
Additional Environmental Job Requirements: MINIMUM QUALIFICATIONS
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
Additional Minimum Qualifications:
Education Required: HS Diploma/GED
Years of Relevant Work Experience: 1 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. Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Ability to type 25 WPM
College Degree preferred
1 year of customer service or retail sales experience is preferred.
1 year of messaging/chat experience in a call center environment
Skills, Abilities and Competencies:
Skilled at consistently providing outstanding customer service, following through on responsibilities to customers and recovering from any errors made.
Demonstrated ability to complete projects and assignments accurately, despite a large workload, competing demands and a fast paced environment.
Skilled at effectively assessing customer audience and adjusting style and tone of written correspondence to match that of the customer.
Demonstrated broad based knowledge of Home Depot product offerings.