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HD Supply ( 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, water infrastructure and residential and non-residential construction sectors. Through approximately 500 locations across 48 states and six Canadian provinces, the company's approximately 13,000 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:
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.
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.
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.
Must be eighteen years of age
Must pass the Drug Test
Must pass the Background Check
Must pass pre-employment tests if applicable
Education and Experience
Preferred Qualifications & Job Specific Details:
Associate's or Bachelor's degree.
Previous customer service experience.
Bilingual in English and Spanish.
Job ID 2016-20211
Business Unit Facilities Maintenance
Posted Date 11/15/2016
Functional Area Customer Service
Job Locations US - TX - New Braunfels
Remote Position? No
Position Type Full-Time