HD Supply Lead Customer Service Associate in Temecula, California

Company Overview:

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:

Job Summary

Provide mentoring and direction for a team of customer service associates responding to inquires regarding product selection, services and issues.

Major Tasks, Responsibilities and Key Accountabilities

  • Problem solve and trouble shoot process issues specific to the business and/or for the enterprise.

  • Coordinates daily work assignments with Customer Service Associates by reviewing the phone queue and work schedules.

  • Resolves escalated issues by offering options, coordinating efforts with various departments to develop solutions.

  • Insure all proper procedures are followed through by staff. Provide guidance and direction to associates in the interpretation and administration of customer service policies and procedures

  • Use computerized system for tracking, information gathering, and/or troubleshooting

  • Serve as primary contact and liaison with internal and external customers.

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.

Work Environment

  • 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.

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

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

Education and Experience

  • Technical certification or Associates degree may be required in some areas. Generally 5 to 7 years of experience in related area of responsibility.

Preferred Qualifications & Job Specific Details:

Preferred Qualifications

  • Industry product knowledge.

Job ID 2016-20294

Business Unit Construction Industrial WC

Posted Date 11/29/2016

Functional Area Customer Service

Job Locations US - CA - Temecula

Remote Position? No

Position Type Full-Time