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Home Depot The Home Depot PRO - Customer Service Representative III in Jacksonville, Florida

POSITION PURPOSE

The Home Depot PRO is looking for outstanding individuals to be Customer Service Professionals to join our Customer Service Team. The Customer Service Representative III will handle a variety of work arising from our Customer and Sales Professionals' incoming calls, emails and faxes. Responsibilities include placing orders, providing account maintenance and order support, processing returns and other transactions to ensure we provide the best industry leading customer experience. The Customer Service Representative III will demonstrate a high proficiency in all the Interline Brands portfolio with strong product knowledge. A Customer Service Representative III may also be required to learn Home Depot systems to support integrated business initiatives.

MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES

  • 25%- Process quotes, orders, credits, and other tasks while handling inbound and outbound calls and multi-media (fax, email), make outbound calls as required. Offer Customer Service oriented up-selling in all interactions. Maintain a high level of quality.

  • 15%- Provide account maintenance and order support (e.g. status and tracking)

  • 20%- Handle web, e-commerce calls and multi-media. Handle disputes and escalations to an equitable resolution all the while focusing on excellent customer service

  • 10%- Assist with special projects and handling of orders

  • 30%- Become certified/trained in two systems of the Home Depot PRO and learn THD systems supporting integration activities.

NATURE AND SCOPE

This position reports to the Sr. Manager Customer Service.

This position has no direct reports.

ENVIRONMENTAL JOB REQUIREMENTS

ENVIRONMENT:

Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

TRAVEL

Typically requires overnight travel less than 10% of the time.

MINIMUM QUALIFICATIONS

Must be eighteen years of age or older.

Must be legally permitted to work in the United States.

EDUCATION REQUIRED:

The knowledge, skills and abilities typically acquired through the completion of an associate's degree program or equivalent degree in a field of study related to the job.

YEARS OF RELEVANT WORK EXPERIENCE: 3 years

PHYSICAL REQUIREMENTS:

Most all of the time is spent sitting in the same position or standing/walking or there is some requirement to lift or handle material or equipment of moderate weight (8-20 pounds).

KNOWLEDGE, SKILLS, ABILITIES AND COMPETENCIES:

  • Computer and typing skills, navigating to and from additional screens

  • Minimum 6 months as a Customer Service Representative II (internals only)

  • Strong proficiency in ERP, ISS, and/or THD Systems.

  • Strong product knowledge

  • Must be flexible with work hours due to service levels and the business needs. Monday- Friday, Holidays, and possible weekend shifts.

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.

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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