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Lead Customer Care Associate

Expired Job

HD Supply Marietta , GA 30060

Posted 3 weeks ago

Company Overview

HD Supply (NASDAQ:HDS) (www.hdsupply.com) is one of the largest industrial distributors in North America. The company provides a broad range of products and value-add services to approximately 500,000 customers with leadership positions in maintenance, repair and operations and specialty construction sectors. Through approximately 260 locations across 36 states and six Canadian provinces, the company's approximately 11,000 associates provide localized, customer-driven services including jobsite delivery, will call or direct-ship options, diversified logistics and innovative solutions that contribute to its customers' success. With an active commitment to the communities in which we operate, HD Supply associates are part of a thriving organization that supports the virtues of wellness, diversity and inclusion all of which are top priorities for the company. Equally as important is empowering our associates to grow professionally while providing competitive benefits and compensation. If you're ready to find a rewarding career and achieve your full potential with a growing industry leader, HD Supply is ready for you!

Job Description & Qualifications

Job Summary

Responsible for administering and providing oversight for a wide variety of Customer Care functions. Provide mentoring and direction for a team of customer care associates responding to inquires regarding product selection, services and issues.

Major Tasks, Responsibilities and Key Accountabilities

  • Coordinates daily work assignments with Customer Care Associates by reviewing the phone queue and workschedules.

  • Problem solves and troubleshoots processes for escalated issues.

  • Supports and leads the team by facilitating knowledge and participation in department incentive and initiative program(s)

  • Resolves escalated issues by offering options and coordinating efforts with various departments to develop solutions.

  • Insures all proper procedures are followed through by staff. Provides guidance and direction to associates in the interpretation and administration of customer care policies and procedures.

  • Utilizes computerized system for tracking, information gathering, and/or troubleshooting.

  • Audits and provides quality control on services levels, inputs, and error rates.

  • Provides back up on all functions and performs other duties as needed.

Nature and Scope

  • May modify processes to resolve situations.

  • Under limited supervision, relies on experience and exercises independent judgment to determine best approach to achieve desired outcomes. Course of action is often determined by interpreting procedures and policies. Work typically involves periodic review of output by supervisor or direct "customers" of the process

  • Is sought out and/or assigned to provide general guidance/direction, training, and technical assistance to junior level support personnel. Contributes to employees professional development but does not have hiring/firing authority.

Work Environment

  • 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.

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

  • No travel required.

Education and Experience

  • Technical certification or Associates degree may be required in some areas. Generally 5 to 7 years of experience in related area of responsibility.

Preferred Qualifications & Job Specific Details

Preferred Qualifications

  • Associate's or Bachelor's degree.

  • Previous customer service experience.

  • Bilingual in English and Spanish.

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Lead Customer Care Associate

Expired Job

HD Supply