The 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 resolution
-Supports organization changes through high volume transactional support as needed
-Processes transaction requests received via call, mail, fax or email
-Provides exceptional customer service

Key Responsibilities:

• 90% Handling inbound calls, identifying transaction processing needs, processing transactions and escalating issues as required.
• 10% Special projects as assigned

Direct Manager/Direct Reports:

• Reports to Contact Center Supervisor
• No direct responsibility for supervising others.

Travel Requirements:

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

Physical 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.

Working Conditions:

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

Minimum Qualifications:

• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.

Preferred Qualifications:

• Associate Degree, some college education or HR experience in a shared services environment
• Case Management application experience
• Interested in sharing knowledge
• Excellent interpersonal skills
• Patience, teamwork, self-motivated, upbeat and a great attitude; desire to always create a positive outcome; confident.
• Adaptable and flexible
• History of punctuality and good attendance.
• Ability to use probing questions to get to the root of a problem
• Excellent interpersonal skills
• Bilingual Spanish is a plus but not required

Minimum Education:

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

Preferred Education:

• No additional education

Minimum Years of Work Experience:

• 1

Preferred Years of Work Experience:

• No additional years of experience

Minimum Leadership Experience:

• None

Preferred Leadership Experience:

• None

Certifications:

• None

Competencies:

• Basic 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 call
• Careful attention to detail
• Exhibits ownership and empowerment
• Good written and verbal communication skills
• Strong typing skills