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Home Depot HDQC Support I in Vancouver, Washington

POSITION PURPOSE

The Support Associate provides quality professional service that consistently meets or exceeds Company standards of excellence and customer expectations. The position contributes to 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. The position escalates complex issues to subject matter experts and internal technical resources.

Position is responsible for meeting and/or exceeding individual service quality goals and contributes to various related department goals.

MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES

60%- Assist internal and external customers through their shopping experience with Home Depot websites and mobile applications and provide solutions via phone and chat

20%- Resolve post-order issues and follow up with customers during the process and once resolution has been completed

10%- Meet or exceed scorecard requirements for productivity and quality

10%- Effectively and routinely balance multiple customers and tasks

NATURE AND SCOPE

This role reports to HDQC Support Supervisor.

This role 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 a high school diplomas and/or GED.

Years of Relevant Work Experience: 0 years

Physical Requirements:

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.

Preferred Qualifications:

College Degree preferred

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 preferred

Knowledge of Home Depot systems and such as QuoteCenter, eSVS, Store Systems and MyCD

Knowledge, Skills, Abilities and Competencies:

Consistently provides 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

Experience with 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

Proficient written and verbal skills

Ability to type 25 WPM with minimal errors

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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