Sr. Customer Service Representative
About The Position
The Senior Customer Service Representative's role is to provide quality professional customer service that consistently meets or exceeds Company standards of excellence. The position is responsible for utilizing THD At Home Services systems and processes to coordinate all functions related to the role. 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 during customer transactions. Position is responsible for taking inbound calls from customers and placing outbound calls to customers; may occasionally be directly responsible for handling more complex inquiries and duties. Position is also responsible for monitoring email boxes and responding to inquiries accordingly. 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 role will partner with field personnel, vendors and customers in managing a book of business.
Requirements
- Must be 18 years of age or older.
- Must be legally permitted to work in the United States.
- 1 year of work experience.
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 both internal and external customers
- Excellent written and verbal communication skills
- 2 years of work experience.
Responsibilities
- Work as a liaison between the field, vendors and customers to assist with bringing jobs to completion.
- Provide consistent communication and feedback to third party entities.
- Handle complex inquiries/duties from internal & external customers and handle escalated inquiries via phone, email or text.
- Answer inbound/ place outbound calls from internal and external customers to respond to inquiries from customers and field teams.
- Monitor email boxes and respond/resolve inquiries to resolve customer issues.
- Utilize THD At Home Services systems and processes to coordinate all functions related to the role.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
