Chat Customer Service Rep

POSITION PURPOSE -

• The Customer Service Representative's role is to provide quality professional customer service that consistently meets or exceeds Company standards of excellence and customer expectations.
• The position is directly responsible for creating, maintaining and improving customer relationships while interacting with customers on a daily basis during sales and product inquiry transactions.
• Position is also directly responsible for meeting and/or exceeding sales, individual service quality and various related department goals.

MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES -

• Guides customers through their online shopping experience via phone or chat sessions.
• Promptly assesses customer needs and proactively provides solutions.
• Assists customers with navigating through the HD websites and leads them to a product that meets their needs.
• Effectively & routinely balances multiple customers.
• Drives repeat business by providing, excellent service, accurate and thorough product and service knowledge to customers and through relationship building with customers.
• Keeps customers informed on the status of their order, reconciles errors in a cost effective manner, resolves post-order issues such as returns and follows up to ensure all customer needs are fulfilled. Meets or exceeds scorecard requirements for productivity, schedule adherence, quality and attendance.
• Completes assignments accurately despite a large workload.

NATURE AND SCOPE -

• Position reports to Supervisor Customer Service No direct responsibility for supervising others.

ENVIRONMENTAL JOB REQUIREMENTS -

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Travel: Typically requires overnight travel less than 10% of the time.

MINIMUM QUALIFICATIONS -

• Must be eighteen years of age
• Must have high school diploma or equivalent
• Must pass the pre-employment Drug Test
• Must pass the pre-employment Background Check
• Must pass pre-employment tests, if applicable

EDUCATION REQUIRED -

• The knowledge, skills and abilities typically acquired through the completion of a high school diplomas and/or GED.

YEARS OF RELEVANT WORK EXPERIENCE - 00

PHYSICAL JOB REQUIREMENTS -

• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about.
• On rare occasions there may be a need to move or lift light articles.

ADDITIONAL QUALIFICATIONS -

• Ability to type 25 WPM with minimal errors.

PREFERRED QUALIFICATIONS -

• College Degree preferred
• 1 year of customer service or retail sales experience is preferred.

KNOWLEDGE, SKILLS, ABILITIES AND COMPETENCIES -

• Skilled at consistently providing outstanding customer service, following through on responsibilities to customers and recovering from any errors made.
• Demonstrated ability to complete projects and assignments accurately, despite a large workload, competing demands and a fast paced environment.
• Skilled at effectively assessing customer audience and adjusting style and tone of written correspondence to match that of the customer.

Demonstrated broad based knowledge of Home Depot product offerings preferred.