Global Custom Commerce CEC LEAD - Houston, TX (On-Site)

The Home Depot • Houston, TX

2d • Onsite

About The Position

The Customer Engagement Center (CEC) Lead will be an expert in both sales and customer service. The lead will provide daily floor management and support to CEC associates across all work groups. This includes real time floor operations and queue management, answering policy and product questions, creating promo codes and handling escalated issues. Additionally, the lead will make decisions regarding policy exceptions and should have a heart for the customer and mind for the business. The CEC lead will stay up to date on all CEC policy and product changes by attending all associate training. The ideal candidate should reside in the Houston, TX metro area.

Requirements

• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.
• Demonstrated strong leadership abilities and ability to influence others without direct authority
• Excellent interpersonal and communication skills, both written and oral
• Analytical mindset and data-based decision making skills
• Exemplary organizational skills
• Strong data reporting and analysis skills including experience with Tableau, Excel, and other reporting platforms.
• Extensive window-coverings product knowledge
• High customer service orientation and performance drive
• Ability to perform with minimal supervision

Nice To Haves

• Real-time Workforce Analytics experience
• Prior experience in both sales and customer service within a Customer Engagement Center environment
• Supervisory experience

Responsibilities

• Monitor performance service levels across all work groups and ensure resources are distributed effectively in order to maintain service levels, activating DEFCON processes as required.
• Respond to all associate product/policy questions to ensure right solution is provide for customer. Additionally, the lead will address behavior or performance issue in the moment and communicate those issues to the appropriate supervisor for follow up actions as needed.
• Respond to escalated issues (live or from queue) in a positive manner that ensure the customer satisfaction. Additionally, the lead will attempt to resolve all issues within the boundaries of our service guarantees.
• Complete interactions that have been sent by CEC associates to the MOD queue and complete any necessary follow up activities.
• Communicate service levels across all work groups and actions being taken to maintain optimal performance.
• Assist the CEC team when in DEFCON.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level