1+ months

HDQC Support II

Vancouver, WA 98660
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\u003Cdiv data-field=\u0022Position_Description\u0022 class=\u0022Summary\u0022\u003E\u003Cp\u003E\u003Cstrong\u003EPOSITION PURPOSE\u003C/strong\u003E\u003C/p\u003E\u003Cp\u003EThe 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 \u0026nbsp;\u003C/p\u003E\u003Cp\u003EPosition is responsible for meeting and/or exceeding individual service quality goals and contributes to various related department goals.\u003C/p\u003E\u003Cp\u003E\u0026nbsp;\u003C/p\u003E\u003Cp\u003E\u003Cstrong\u003EMAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES\u003C/strong\u003E\u003C/p\u003E\u003Cp\u003E40%- Assist internal and external customers through their shopping experience with Home Depot websites and mobile applications and provide solutions via phone and chat\u003C/p\u003E\u003Cp\u003E40%- Resolve post-order issues and follow up with customers during the process and once resolution has been completed\u003C/p\u003E\u003Cp\u003E10%- Meet or exceed scorecard requirements for productivity and quality\u003C/p\u003E\u003Cp\u003E10%- Effectively and routinely balance multiple customers and tasks\u003C/p\u003E\u003Cp\u003E\u0026nbsp;\u003C/p\u003E\u003Cp\u003E\u003Cstrong\u003ENATURE AND SCOPE\u003C/strong\u003E\u003C/p\u003E\u003Cp\u003EThis role reports to HDQC Support Supervisor.\u003C/p\u003E\u003Cp\u003EThis role has no direct reports.\u003C/p\u003E\u003Cp\u003E\u0026nbsp;\u003C/p\u003E\u003Cp\u003E\u003Cstrong\u003EENVIRONMENTAL JOB REQUIREMENTS\u003C/strong\u003E\u003C/p\u003E\u003Cp\u003E\u003Cstrong\u003EEnvironment: \u003C/strong\u003E\u003C/p\u003E\u003Cp\u003ELocated in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.\u003C/p\u003E\u003Cp\u003E\u003Cstrong\u003ETravel: \u003C/strong\u003E\u003C/p\u003E\u003Cp\u003ETypically requires overnight travel less than 10% of the time.\u003C/p\u003E\u003C/div\u003E\u003Cdiv data-field=\u0022Postion_Requirement\u0022 class=\u0022Requirement\u0022\u003E\u003Cp\u003E\u003Cstrong\u003EMINIMUM QUALIFICATIONS\u003C/strong\u003E\u003C/p\u003E\u003Cp\u003EMust be eighteen years of age or older.\u003C/p\u003E\u003Cp\u003EMust be legally permitted to work in the United States.\u003C/p\u003E\u003Cp\u003E\u0026nbsp;\u003C/p\u003E\u003Cp\u003E\u003Cstrong\u003EEducation Required:\u003C/strong\u003E\u003C/p\u003E\u003Cp\u003EThe knowledge, skills and abilities typically acquired through the completion of a high school diplomas and/or GED.\u003C/p\u003E\u003Cp\u003EY\u003Cstrong\u003Eears of Relevant Work Experience:\u003C/strong\u003E 2 years\u003C/p\u003E\u003Cp\u003E\u003Cstrong\u003EPhysical Requirements:\u003C/strong\u003E\u003C/p\u003E\u003Cp\u003EMost 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.\u003C/p\u003E\u003Cp\u003E\u003Cstrong\u003E\u0026nbsp;\u003C/strong\u003E\u003C/p\u003E\u003Cp\u003E\u003Cstrong\u003EPreferred Qualifications:\u003C/strong\u003E\u003C/p\u003E\u003Cul\u003E\u003Cli\u003ECollege Degree preferred\u003C/li\u003E\u003Cli\u003EKnowledge of technologies and standard practices typically found in a call center environment such as CRM software and multi-line phones\u003C/li\u003E\u003Cli\u003EKnowledge of standard practices and terminology used in retail sales and/or the building materials industry preferred\u003C/li\u003E\u003Cli\u003EKnowledge of Home Depot systems and such as QuoteCenter, eSVS, Store Systems and MyCD\u003C/li\u003E\u003C/ul\u003E\u003Cp\u003E\u0026nbsp;\u003Cstrong\u003EKnowledge, Skills, Abilities and Competencies:\u003C/strong\u003E\u003C/p\u003E\u003Cul\u003E\u003Cli\u003EConsistently provides outstanding customer service, following through on responsibilities to internal and external customers and recovering from any errors made\u003C/li\u003E\u003Cli\u003EDemonstrated ability to complete projects and assignments accurately, catching errors before completion, despite a large workload, competing demands, and a fast-paced environment\u003C/li\u003E\u003Cli\u003EExperience with assessing customer audience and adjusting style and tone of verbal and written correspondence to match that of the customer\u003C/li\u003E\u003Cli\u003EDemonstrate broad-based knowledge of Home Depot product offerings\u003C/li\u003E\u003Cli\u003EProficient written and verbal skills\u003C/li\u003E\u003Cli\u003EAbility to type 25 WPM with minimal errors\u003C/li\u003E\u003C/ul\u003E\u003C/div\u003E
Posted: 2020-01-21 Expires: 2020-05-03

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HDQC Support II

Home Depot
Vancouver, WA 98660

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