Job Title: Contact Center Associate

Position Purpose

Join Home Depot's HR Service Center team as a Contact Center Associate, providing quality customer service to Home Depot associates and managers via inbound or outbound calls, faxes, or emails. This role is crucial for addressing pay and HR issues, ensuring timely and effective resolution for all callers.

Key Responsibilities

• 90% Handling inbound calls: Identify and document issues, process necessary transactions, and escalate to Tier II for further research and resolution.
• 10% Special projects: Assist with assigned special projects.
• Handle incoming calls, identify transaction processing needs, process transactions, and escalate issues as required.
• Support organization changes through high-volume transactional support as needed.
• Process transaction requests received via call, mail, fax, or email.
• Provide exceptional customer service.

Reporting Structure

• Reports to the Contact Center Supervisor.
• No direct responsibility for supervising others.

Travel Requirements

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

Physical Requirements

• Primarily sedentary work with frequent opportunities for movement.
• Occasional need to move or lift light articles.

Working Conditions

• Comfortable indoor environment with infrequent and non-objectionable unpleasant conditions.

Minimum Qualifications

• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.
• High school diploma or GED.
• 1 year of work experience.

Preferred Qualifications

• Associate Degree, some college education, or HR experience in a shared services environment.
• Case Management application experience.
• Interest in sharing knowledge.
• Excellent interpersonal skills.
• Patience, teamwork, self-motivation, an upbeat and positive attitude; a desire to always create a positive outcome; confidence.
• Adaptability and flexibility.
• History of punctuality and good attendance.
• Ability to use probing questions to get to the root of a problem.
• Bilingual Spanish is a plus but not required.

Competencies

• Basic computer and phone knowledge (including experience with DOS applications).
• Exceptional customer service and phone skills; proven ability to perform in an unpredictable, fast-paced environment.
• Ability to navigate through multiple computer applications simultaneously during a call.
• Careful attention to detail.
• Exhibits ownership and empowerment.
• Good written and verbal communication skills.
• Strong typing skills.

To apply, please mention the word FAIR and tag #RMzUuMjA5LjE0MS4xNQ==.