(VIRTUAL FOR RESIDENTS OF TN) – CUSTOMER SERVICE REPRESENTATIVE $17.00/HR
Position Purpose:
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. Representatives will need to have personal internet connection speed of 10 Mbp/s download and 3 Mbp/s upload.
Major Tasks, Responsibilities & 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 system.
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.
Where needed, acts as liaison between customer and manufacturer, as well as between customer and freight carrier.
Standard 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 diploma and/or GED.
Years of Relevant Work Experience:
2 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.
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 customer.
-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 expectations.
-Comfortable engaging with customers who may exhibit frustration, and comfortable taking responsibility for errors on behalf of the Company.
-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.
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