Customer Care Associate, Level II (M-F 10:30am-7pm) - Waukegan, IL

HD Supply•Kenosha, WI

8d•Onsite

About The Position

USABlueBook (a division of HD SUPPLY) is the recognized source of products and technical support for professional water and wastewater operators. As the company founded by utility operators, it is our goal to remain the industry’s top technical and customer service leader. This role provides customer service by responding to inquiries regarding product selection, services and issues. Associates will be responsible for knowledge on 20,000 products and 3 catalogues.

Requirements

Proficiency with Microsoft Outlook/Word/Excel
Must be able to pass a background/drug test
HS Diploma or GED strongly preferred.
Generally 2-5 years of experience in area of responsibility.

Nice To Haves

High-Volume Call-Center Experience preferred
Specialized skills training/certification may be required.

Responsibilities

Responds to customer order and quotation requests received via the telephone, e-mail, written, and faxed correspondence within the department service goals.
Resolves customer issues including issuance of credit concessions.
Performs necessary follow-up to ensure customer service expectations are met.
Builds relationships if assigned a specific customer base.
Facilitates profitable growth and the sales process by adherence to department incentive and initiative programs.
Researches and suggests alternative products to customers.
Provides representation of products, increasing sales wherever appropriate or as requested.
Uses computerized system for tracking, information gathering, and/or troubleshooting.
Utilizes in-depth product knowledge to answer more specialized product calls.
May be responsible for outbound calls to vendors.
Selects correct processes from clearly prescribed rules, past practices or instruction.
Seeks advice and guidance on non-routine or problem areas from supervisor.
Deviations from the norm are cleared by the supervisor.
Understands and supports compliance issues if required for assigned customer base.
Refers complex, unusual problems to supervisor.