Job Description

Req180736Position PurposeThe Contact Center Associate works as part of a team in Home Depot's HR Service Center which provides quality customer service to Home Depot associates and managers through inbound or outbound calls, faxes or emails. Calls are related to pay and HR issues and ensuring the caller's needs are met in a timely manner. The contact center associate:Handles incoming calls, identifies and documents issues, processes the necessary transaction or escalates the issue to Tier II for further research and resolutionSupports organization changes through high volume transactional support as neededProcesses transaction requests received via call, mail, fax or emailProvides exceptional customer serviceKey Responsibilities90% Handling inbound calls, identifying transaction processing needs, processing transactions and escalating issues as required.10% Special projects as assignedDirect Manager/Direct ReportsReports to Contact Center SupervisorNo direct responsibility for supervising others.Travel RequirementsTypically requires overnight travel less than 10% of the time.Physical RequirementsMost 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.Working ConditionsLocated in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.Minimum QualificationsMust be eighteen years of age or older.Must be legally permitted to work in the United States.Preferred QualificationsAssociate Degree, some college education or HR experience in a shared services environmentCase Management application experienceInterested in sharing knowledgeExcellent interpersonal skillsPatience, teamwork, self-motivated, upbeat and a great attitude; desire to always create a positive outcome; confident.Adaptable and flexibleHistory of punctuality and good attendance.Ability to use probing questions to get to the root of a problemExcellent interpersonal skillsBilingual Spanish is a plus but not requiredMinimum EducationThe knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.Preferred EducationNo additional educationMinimum Years Of Work Experience1Preferred Years Of Work ExperienceNo additional years of experienceMinimum Leadership ExperienceNonePreferred Leadership ExperienceNoneCertificationsNoneCompetenciesBasic computer and phone knowledge (including experience with DOS applications)Exceptional customer service and phone skills and proven ability to perform in an unpredictable, fast-paced environment.Ability to navigate through multiple computer applications simultaneously during a callCareful attention to detailExhibits ownership and empowermentGood written and verbal communication skillsStrong typing skillsPlease mention the word **FAIR** and tag RODguMTk4Ljk5LjE0Mw== when applying to show you read the job post completely (#RODguMTk4Ljk5LjE0Mw==). This is a beta feature to avoid spam applicants. Companies can search these words to find applicants that read this and see they're human.