Sr. Customer Service Representative

The Home Depot • GEORGIA - VIRTUAL - GA01, GA

4d

About The Position

The Senior Customer Service Representative provides professional customer service that consistently 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 daily with customers and Home Depot associates during transactions. The representative takes inbound calls, places outbound calls, monitors email inboxes, and responds to inquiries. They may handle complex inquiries and duties, help resolve customer issues, or direct customers to the appropriate person. The role partners with field personnel, vendors, and customers to manage a book of business and bring jobs to completion.

The position typically reports to a Contact Center Supervisor and has no direct reports. No travel is required.

Requirements

• Be at least 18 years of age.
• Be legally permitted to work in the United States.
• Have at least 1 year of work experience.
• Have knowledge, skills, and abilities typically acquired through completion of a high school diploma and/or GED.

Nice To Haves

• Working knowledge of Microsoft Office Suite.
• Demonstrated 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 received 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.

What This Job Offers

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