Customer Service Associate- Contact Center

POSITION PURPOSE
The Customer Service Representative's role is to provide quality professional customer service that consistently meets and exceeds Company standards of excellence. The position is directly responsible for the scheduling and confirmation of appointments with the customer via both inbound and outbound calls. The position is directly responsible for creating, maintaining and improving customer relationships while interacting with customers and other Home Depot associates on a daily basis. In addition, they may assist in the resolution of customer issues by providing a solution or directing the customer to an individual who is equipped to help them resolve the matter. The Customer Service Representative will also collaborate with field associates to resolve inquiries around calendars/availability to meet the customers’ needs. The Customer Service Representative will conduct surveys with customers to gauge service levels.

MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES
65%-Associate will place outbound calls to customers from leads that were obtained from various marketing sources. Activities include scheduling new appointments, confirming scheduled appointments by validating appointment date and time, address, phone number and project qualification, rescheduling appointments & cancelling sc
25%-Answer inbound calls from internal and external customers who have been referred through a store associate, internet lead or other source. Activities include scheduling new appointments, confirming scheduled appointments by validating appointment date and time, address, phone number and project qualification, rescheduling appoin
10%-Other job duties as assigned by manager

NATURE AND SCOPE
This position reports to Supervisor, Call Center Operations
This position has no Direct Reports

ENVIRONMENTAL JOB REQUIREMENTS
Environment:
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Travel:
Typically requires overnight travel less than 10% of the time.
Additional Environmental Job Requirements: MINIMUM QUALIFICATIONS
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
Additional Minimum Qualifications:

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: 1 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.
Additional Qualifications:

Preferred Qualifications:
Knowledge or experience in the home improvement, retail or telemarketing field.
Basic computer skills.
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, catching errors before completion, despite a large workload, competing demands and a fast paced environment.
Demonstrated ability to effectively communicate with customers.
Ability to set priorities, plan and coordinate work activities and obtain and manage resources so that work objectives are accomplished on time and within budget.
Demonstrated broad based knowledge of Home Depot product offerings.