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Lead Customer Service Associate Job - Full-time / Part-time
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | Santee, CA Santee, California |
About this job
Requisition #4536Select LocationSantee,CAFunctional AreaCustomer ServiceLine of BusinessFacilities MaintenanceJob TypeFull-TimeMinimum Travel PercentageNoneRelocation ProvidedNo
Company Overview
With more than 15,000 associates across 600 locations in North America and Canada, HD Supply has become one of the country’s largest industrial distribution companies. HD Supply provides a broad range of products and services to customers in the maintenance, repair and operations, infrastructure, and specialty construction markets. With an active commitment to the communities in which we operate, HD Supply associates are part of a thriving organization that supports the virtues of wellness, diversity and inclusion – all of which are top priorities for the company. Equally as important is empowering our associates to grow professionally while providing competitive benefits and compensation. If you’re ready to find a rewarding career and achieve your full potential with a growing industry leader, HD Supply is ready for you!
Job Summary
Provide mentoring and direction for a team of customer service associates responding to inquires regarding product selection, services and issues.
Major Tasks, Responsibilities and Key Accountabilities
- Problem solve and trouble shoot process issues specific to the business and/or for the enterprise.
- Coordinates daily work assignments with Customer Service Associates by reviewing the phone queue and work schedules.
- Resolves escalated issues by offering options, coordinating efforts with various departments to develop solutions.
- Insure all proper procedures are followed through by staff. Provide guidance and direction to associates in the interpretation and administration of customer service policies and procedures
- Use computerized system for tracking, information gathering, and/or troubleshooting
- Serve as primary contact and liaison with internal and external customers.
Nature and Scope
- May modify processes to resolve situations.
- Under limited supervision, relies on experience and exercises independent judgment to determine best approach to achieve desired outcomes. Course of action is often determined by interpreting procedures and policies. Work typically involves periodic review of output by supervisor or direct "customers" of the process
- Is sought out and/or assigned to provide general guidance/direction, training, and technical assistance to junior level support personnel. Contributes to employees professional development but does not have hiring/firing authority.
Work Environment
- 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.
- 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.
Minimum Qualifications
- Must be eighteen years of age
- Must pass the Drug Test
- Must pass the Background Check
- Must pass pre-employment tests if applicable
Education and Experience
- Technical certification or Associates degree may be required in some areas. Generally 5 to 7 years of experience in related area of responsibility.
Preferred Qualifications
- Industry product knowledge.
Company Overview
With more than 15,000 associates across 600 locations in North America and Canada, HD Supply has become one of the country’s largest industrial distribution companies. HD Supply provides a broad range of products and services to customers in the maintenance, repair and operations, infrastructure, and specialty construction markets. With an active commitment to the communities in which we operate, HD Supply associates are part of a thriving organization that supports the virtues of wellness, diversity and inclusion – all of which are top priorities for the company. Equally as important is empowering our associates to grow professionally while providing competitive benefits and compensation. If you’re ready to find a rewarding career and achieve your full potential with a growing industry leader, HD Supply is ready for you!
Job Summary
Provide mentoring and direction for a team of customer service associates responding to inquires regarding product selection, services and issues.
Major Tasks, Responsibilities and Key Accountabilities
- Problem solve and trouble shoot process issues specific to the business and/or for the enterprise.
- Coordinates daily work assignments with Customer Service Associates by reviewing the phone queue and work schedules.
- Resolves escalated issues by offering options, coordinating efforts with various departments to develop solutions.
- Insure all proper procedures are followed through by staff. Provide guidance and direction to associates in the interpretation and administration of customer service policies and procedures
- Use computerized system for tracking, information gathering, and/or troubleshooting
- Serve as primary contact and liaison with internal and external customers.
Nature and Scope
- May modify processes to resolve situations.
- Under limited supervision, relies on experience and exercises independent judgment to determine best approach to achieve desired outcomes. Course of action is often determined by interpreting procedures and policies. Work typically involves periodic review of output by supervisor or direct "customers" of the process
- Is sought out and/or assigned to provide general guidance/direction, training, and technical assistance to junior level support personnel. Contributes to employees professional development but does not have hiring/firing authority.
Work Environment
- 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.
- 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.
Minimum Qualifications
- Must be eighteen years of age
- Must pass the Drug Test
- Must pass the Background Check
- Must pass pre-employment tests if applicable
Education and Experience
- Technical certification or Associates degree may be required in some areas. Generally 5 to 7 years of experience in related area of responsibility.
Preferred Qualifications
- Industry product knowledge.
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