1+ months

HDQC Support I

Vancouver, WA 98660
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\u003Cdiv data-field=\u0022Position_Description\u0022 class=\u0022Summary\u0022\u003E\u003Cstrong\u003EPOSITION PURPOSE\u003C/strong\u003E\u003Cbr /\u003E 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. \u003Cbr /\u003E \u003Cbr /\u003E Position is responsible for meeting and/or exceeding individual service quality goals and contributes to various related department goals.\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EMAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES\u003C/strong\u003E\u003Cbr /\u003E 60%- Assist internal and external customers through their shopping experience with Home Depot websites and mobile applications and provide solutions via phone and chat \u003Cbr /\u003E 20%- Resolve post-order issues and follow up with customers during the process and once resolution has been completed \u003Cbr /\u003E 10%- Meet or exceed scorecard requirements for productivity and quality \u003Cbr /\u003E 10%- Effectively and routinely balance multiple customers and tasks\u003Cbr /\u003E \u003Cstrong\u003E\u003Cbr /\u003E NATURE AND SCOPE\u003C/strong\u003E\u003Cbr /\u003E This role reports to HDQC Support Supervisor. \u003Cbr /\u003E This role has no direct reports.\u003Cbr /\u003E \u003Cstrong\u003E\u003Cbr /\u003E ENVIRONMENTAL JOB REQUIREMENTS\u003C/strong\u003E\u003Cbr /\u003E \u003Cstrong\u003EEnvironment: \u003C/strong\u003E\u003Cbr /\u003E Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.\u003Cbr /\u003E \u003Cstrong\u003ETravel: \u003C/strong\u003E\u003Cbr /\u003E Typically requires overnight travel less than 10% of the time.\u003Cbr /\u003E \u003Cstrong\u003E\u003C/strong\u003E\u003C/div\u003E\u003Cdiv data-field=\u0022Postion_Requirement\u0022 class=\u0022Requirement\u0022\u003E\u003Cstrong\u003EMINIMUM QUALIFICATIONS\u003C/strong\u003E\u003Cbr /\u003E Must be eighteen years of age or older.\u003Cbr /\u003E Must be legally permitted to work in the United States.\u003Cbr /\u003E \u003Cstrong\u003E\u003C/strong\u003E\u003Cbr /\u003E \u003Cstrong\u003EEducation Required:\u003C/strong\u003E\u003Cbr /\u003E The knowledge, skills and abilities typically acquired through the completion of a high school diplomas and/or GED.\u003Cbr /\u003E \u003Cstrong\u003EYears of Relevant Work Experience: \u003C/strong\u003E0 years\u003Cbr /\u003E \u003Cstrong\u003EPhysical Requirements:\u003C/strong\u003E\u003Cbr /\u003E 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.\u003Cbr /\u003E \u003Cstrong\u003E\u003C/strong\u003E\u003Cbr /\u003E \u003Cstrong\u003EPreferred Qualifications:\u003C/strong\u003E\u003Cbr /\u003E College Degree preferred \u003Cbr /\u003E Knowledge of technologies and standard practices typically found in a call center environment such as CRM software and multi-line phones \u003Cbr /\u003E Knowledge of standard practices and terminology used in retail sales and/or the building materials industry preferred \u003Cbr /\u003E Knowledge of Home Depot systems and such as QuoteCenter, eSVS, Store Systems and MyCD\u003Cbr /\u003E \u003Cstrong\u003E\u003Cbr /\u003E Knowledge, Skills, Abilities and Competencies:\u003Cbr /\u003E \u003C/strong\u003EConsistently provides outstanding customer service, following through on responsibilities to internal and external customers and recovering from any errors made \u003Cbr /\u003E Demonstrated ability to complete projects and assignments accurately, catching errors before completion, despite a large workload, competing demands, and a fast-paced environment \u003Cbr /\u003E Experience with assessing customer audience and adjusting style and tone of verbal and written correspondence to match that of the customer \u003Cbr /\u003E Demonstrate broad-based knowledge of Home Depot product offerings \u003Cbr /\u003E Proficient written and verbal skills \u003Cbr /\u003E Ability to type 25 WPM with minimal errors\u003C/div\u003E
Posted: 2020-03-05 Expires: 2020-05-03
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HDQC Support I

Home Depot
Vancouver, WA 98660

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