What are the responsibilities and job description for the Lead Customer Service Representative - 8am Shift MON-FRI position at HD Supply Facilities Maintenance?
USABlueBook (a division of HD SUPPLY) is the recognized source of products and technical support for professional water and wastewater operators. As the company founded by utility operators, it is our goal to remain the industry’s top technical and customer service leader.
- Location: 3781 Bur Wood Dr, Waukegan, IL 6008cation:
- Schedule: 8:00am-5:30pm MON-FRI (WEEKENDS OFF)
- Benefits: Medical, Dental, Vision, Life, 401k, Vacation, Sick Time
- Proficiency with Microsoft Outlook/Word/Excel
- Must be able to pass a background/drug test
- High-Volume Call-Center Experience preferred
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 inquiries 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 work schedules.
- 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.
Minimum Qualifications
- Must be eighteen years of age
- Must pass the Drug Test
- Must pass the Background Check
- Must pass pre-employment tests if applicable
- Previous Customer Service experience.
- Industry product knowledge.
- Passion for customers and delivering top quality customer service.
- Ability to learn both independently and in group settings.
- Ability to work in a fast paced environment
Education and Experience
- HS Diploma or GED required. 0-2 years of experience in area of responsibility.
Salary : $24 - $29