What are the responsibilities and job description for the Customer Service Representative - Virtual Apron Support Team (Remote) position at Home depot?
Position Purpose :
The Services Customer Service Representative provides consultative customer service that consistently meets or exceeds Company standards of excellence and customer expectations. The position is directly responsible for creating an effortless customer experience for external and internal customers by phone. Position is also directly responsible for product inquiries, appointment scheduling and verification, providing support to our store and field partners and customers, as well as customer conflict resolution and escalation. Position takes ownership of customer issues and provides complete end to end issue resolution by utilizing resources available.
Key Responsibilities :
- 5% - Communication - Associate may occasionally respond to email, chat and email inquiries.
- 65% - Customer Service - Associate will use a uniform script to place outbound calls to customers from leads that were obtained from various marketing sources. Activities include scheduling new appointments, confirming, rescheduling, or canceling appointments by validating customer information and project qualification.
- 5% - Other - Other job duties as assigned by manager.
- 25% - THD Process & Policy - Answer inbound calls from internal and external customers who have been referred through a store associate, internet lead or other source. Activities include scheduling new appointments, confirming, rescheduling, or canceling appointments by validating customer information and project qualification.
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