DesignConnect Representative - Chat

POSITION PURPOSE - The DesignConnect Representative - Chat role is to provide quality professional customer service that consistently meets or exceeds Company standards of excellence and customer expectations. The position is directly responsible for meeting and/or exceeding sales, individual service quality and various related department goals.

MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES
- Guides customers through their online shopping experience via chat sessions.
- Promptly assesses customer needs and proactively provides solutions.
- Assists customers with navigating through the HD websites and leads them to a product that meets their needs.
- Effectively & routinely balances multiple customers.
- Drives repeat business by providing, excellent service, accurate and thorough product and service knowledge to customers and through relationship building with customers.
- 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.
- Meets or exceeds scorecard requirements for productivity, schedule adherence, quality and attendance.
- Completes assignments accurately despite a large workload.

NATURE AND SCOPE
- Position reports to Supervisor Customer Service
- No direct responsibility for supervising others.

ENVIRONMENTAL JOB REQUIREMENTS
- Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.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 REQUIRED
- The knowledge, skills and abilities typically acquired through the completion of a high school diplomas and/or GED.

YEARS OF RELEVANT WORK EXPERIENCE - 00

PHYSICAL JOB 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.

ADDITIONAL QUALIFICATIONS
- Ability to type 50 WPM without looking at the keyboard.

PREFERRED QUALIFICATIONS
- College degree preferred
- 1-2 years of experience within interior design industry

KNOWLEDGE, SKILLS, ABILITIES AND COMPETENCIES
- Skilled at consistently providing outstanding customer service, following through on responsibilities to customers and recovering from any errors made.
- Demonstrated ability to complete projects and assignments accurately, despite a large workload, competing demands and a fast paced environment.
- Skilled at effectively assessing customer audience and adjusting style and tone of written correspondence to match that of the customer.
- Demonstrated broad based knowledge of Home Depot product offerings.
- Capable of and interested in attaining SME level product knowledge of the Home Depot department he/she works in.