18 days old

IB SUPV CUSTOMER SERVICE

Atlanta, GA 30308
JobTitle: IB SUPV CUSTOMER SERVICE
Job ID: 346509_en-us
Salary Range: 0.0- 0.0
Job Category: Customer Service
Employment type: Full Time

Position Description:

To assist, support and grow our 1.5m plus PRO Customers.  Provide daily assistance to our 50k+ Sales personnel in growing the PRO business. Contribute to the delivery of the One Home Depot Pro Strategy and meeting our business objectives.

The Pro Customer Support Supervisor is responsible for ensuring superior service delivery to The Home Depot Pro customers by directly supervising the daily operational activities of a team of 15 - 20 contact center associates. Leads and coaches assigned team in a manner that assures quality customer interaction, builds and retains customer relationships and is committed to the timely delivery of company products and services. Contributes to the overall success and profitability of the contact center by ensuring that assigned team meets and/or exceeds department goals and objectives. Accountable for direct supervision of the work activities of others. In addition to personnel issues -- including selection, termination, performance appraisal and professional development of subordinates.

Must be flexible with work hours due to service levels and the business needs. Monday- Friday 6am - 8pm All Time Zones, Saturday 6am - 6pm All Time Zones  Holidays, and possible changes in day/times based on demand.

MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES

  • Monitor and score calls; coach all CSR levels 
  • Manage, train, and mentor call center Team Leaders and guide multi-brand CSR s to execute job duties 
  • Assist in organizing and directing daily activities of center operations. 
  • Resolve problems and complaints, monitor CSR and center performance 
  • Assist in planning, scheduling, staffing, training, performance, and disciplinary reviews 
  • Manage Service Levels & CSR phone adherence 
  • Complete Performance Appraisals 
  • Successful delivery of Special Projects 
  • Communicate interdepartmentally 
  • Contribute to all aspects of the hiring process 
  • Day-to-day management of the contact center 
  • Handle disputes & escalated issues 
  • Independently learn Product and End Markets 
  • Effectively manage and prioritize work 
  • Contribute to building a positive team environment and keeping morale high 
  • Support the Team Leaders in meeting monitoring goals 
  • Train policies and procedures (and have the ability to travel as needed) 
  • Review scorecards 
  • Account Maintenance 
  • Payroll 
  • Become certified in 2 systems and all IBI Brands 
  • Assist in providing special pricing to the sales department 
  • Provide special handling for orders and credits 
  • IT Testing 
  • Other duties as assigned

    NATURE AND SCOPE
    The PRO Customer Support Supervisor position reports directly to the PRO Customer Support Manager.
    ENVIRONMENTAL JOB REQUIREMENTS
    ENVIRONMENT: 
    Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
    TRAVEL: 
    Typically requires overnight travel less than 25% of the time.

     

Categories

Posted: 2019-12-31 Expires: 2020-01-30

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IB SUPV CUSTOMER SERVICE

Home Depot, Inc.
Atlanta, GA 30308

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