Position Purpose

The Front Office Supervisor will supervise The Home Depot Design Center's Showroom Consultants, Service Associates, Store Marketing Reps, and Receptionists. This role is responsible for ensuring the first point of contact for customers meets the highest levels of customer satisfaction and expectations. They will also be responsible for driving sales and leading profitable operations by leading, coaching, and mentoring their team of personnel. The Front Office Supervisor is accountable for ensuring their team properly qualifies customers prior to their scheduled appointments, are greeted warmly by reception, and then smoothly transition initial appointments to one of their Showroom Consultants. The Front Office Supervisor will ensure that all front office duties are conducted smoothly, including incoming phone calls, scheduling, greeting, basic inquiries, etc. They will also make sure that walk-in clients are pre-qualified properly.  The Front Office Supervisor will also assist with high-level issues related to customer order fulfillment. They will also make recommendations concerning their direct and indirect reports. This may include recruitment, selection, performance appraisal, and professional development.

Major Tasks and Key Responsibilities

40% Customer Service

-Supervises a team of Associates through hands-on leadership

-Reviews and provides constructive feedback on Qualifying and Store marketing processes

-Conducts weekly stand-up meetings to discuss sales updates

-Properly onboards new associates

-Encourages team members to continuously develop their personal and professional skills in their area of expertise

-Inspires his or her team to have a high level of engagement and performance

-May act as Key Carrying Manager on Duty (MOD)

-May need to Open and/or Close the facility as acting MOD

50% Sales

-Educates clients during the selling process (e.g., answers questions, elaborates on features, benefits, costs)

-Suggests related items/services that might complement clients’ purchase

-Makes recommendations to upper management to improve sales-related strategy

-Proactively identifies and resolves issues that may impair the team's ability to meet customer needs

-Monitors sales reports and supervises associates on making the appropriate behavioral changes to positively impact sales

-Provide on-site leadership for project, as needed

-Teaches and encourages best practices with his or her directs and the department as a whole

10% Self Development

-Proactively seeks knowledge on all products and services

-Routinely develops skills in related areas of expertise

Nature and Scope

Typically reports to HDDC Assistant Store Manager

This position has 8-12 direct reports

Typically requires 5% to 10% travel

 
Physical Job Requirements

Most of the time is spent located in a comfortable indoor area with frequent opportunity to move about. There may be exposure to mild physical discomforts from factors such as dust, fumes or odors, temperature extremes, loud noise, strong drafts, or bright lights

Working ConditionsLocated in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable