Sr. Customer Service Representative

The Home Depot • GEORGIA - VIRTUAL - GA01, GA

1d • $18 - $22

About The Position

The Senior Customer Service Representative provides professional customer service that meets or exceeds Company standards. The role uses THD At Home Services systems and processes to coordinate its functions and is responsible for creating, maintaining, and improving customer relationships while interacting with customers and Home Depot associates during daily transactions. The representative takes inbound calls, places outbound calls, monitors email inboxes, and responds to inquiries. The role may handle complex inquiries and duties, assist in resolving customer issues or direct customers to the appropriate resource, and manage a book of business in partnership with field personnel, vendors, and customers.

The position typically reports to a Contact Center Supervisor and has no direct reports. No travel is required. The work takes place in a comfortable indoor area; unpleasant conditions are infrequent and not objectionable. Most of the time is spent sitting or standing in one location, with occasional stooping or moving or lifting light materials or equipment, typically under 8 pounds.

Requirements

• Must be at least 18 years of age.
• Must be legally permitted to work in the United States.
• At least 1 year of work experience.
• Knowledge, skills, and abilities typically acquired through completing a high school diploma and/or GED.

Nice To Haves

• Working knowledge of Microsoft Office Suite.
• Ability to collaborate and work effectively with cross-functional teams.
• Ability to negotiate, handle complaints, settle disputes, and resolve grievances with internal and external customers.
• Excellent written and verbal communication skills.
• 2 years of work experience.

Responsibilities

• Work as a liaison between field personnel, vendors, and customers to help bring jobs to completion.
• Provide consistent communication and feedback to third-party entities.
• Handle complex inquiries and duties from internal and external customers, including escalated inquiries by phone, email, or text.
• Answer inbound calls and place outbound calls with internal and external customers to respond to inquiries from customers and field teams.
• Monitor email inboxes and respond to or resolve inquiries to address customer issues.
• Use THD At Home Services systems and processes to coordinate functions related to the role.
• Create, maintain, and improve customer relationships while managing a book of business with field personnel, vendors, and customers.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED