Call Center Agent
Company: Home Depot
Posted on: July 24, 2019
The homedepot.com Online Customer Service Phone Representative
provides quality and professional customer service that
consistently meets or exceeds Company standards of excellence and
customer expectations. The position is directly responsible for
creating an effortless customer experience by answering questions
about products, orders, and services available through the
homedepot.com e-commerce platform. The representative will interact
with multiple customers over the phone on a daily basis and perform
sales and product/order inquiry transactions. Representatives are
expected to find 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 customer s
likelihood to shop again.
MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES
20%- Answers inbound phone calls from customers, quickly assesses
customer needs and proactively provides solutions with a high
degree of accuracy. Provides superior customer service while
handling inbound calls for product inquiry, order placement, and
order follow-up. Documents details of customer interaction into
20%- Drives customer loyalty by providing, excellent service,
accurate product and service knowledge to customers and looks for
ways to reduce customer effort in ordering, shipping, order inquiry
and return/refund experiences.
20%- 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
10%- Where needed, acts as liaison between customer and
manufacturer, as well as between customer and freight carrier.
20%- Meets or exceeds various performance requirements, including
but not limited to: customer service skills, accuracy, schedule
adherence, speed to resolution, etc.
10%- Partners with escalation group to obtain additional order
support, customer follow-up, or handling of complex customer
NATURE AND SCOPE
Position reports to Supervisor Contact Center
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
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 diplomas 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.
College Degree preferred
3 or more years of customer service or retail sales experience is
Knowledge, Skills, Abilities and Competencies:
-Highly skilled at using a computer-based platform using multiple
applications, to include transcription, multitasking, chatting or
messaging, and maintaining effective communication with the
-Skilled at consistently providing excellent customer service,
following through on responsibilities to 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.
-Demonstrated ability to effectively communicate with customers.
Possesses effective listening, speaking and writing skills. Skilled
at adjusting communication style to meet audience needs and
-Comfortable engaging with customers who may exhibit frustration,
and comfortable taking responsibility for errors on behalf of the
-Capable of and interested in continuous learning primarily focused
on the business, customer service techniques and products and
services sold at The Home Depot.
-Comfortable with making decisions independently.
Keywords: Home Depot, Oro Valley , Call Center Agent, Sales , Gilbert, Arizona
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