Home Depot Interline Brands Customer Service Representative I in Jacksonville, Florida

POSITION PURPOSEThe main responsibility of the Customer Service Representative is to provide accurate support for the client, vendor, and all other parties involved. Maintain a positive, flexible outlook, allowing for growth of the organization. Be the face and voice of this company and listen carefully to what the customer is saying while maintaining a polite and helpful attitude. Handle a variety of contacts in a fast paced customer driven Call Center Environment. Associates are the first point of contact for our Customers and/or Sales Associates via Fax, Email and Calls. You must be able to multi-task while understanding the intricacies of processing orders, returns, complaints, tracking of orders and/or general questions. Customer experience is a top priority and an absolute focus.MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES40%- Receive incoming calls, faxes or emails to place orders, process returns, answer product questions,provide order status and/or route customer to appropriate Department or Sales Professional. 15%- Handle customer complaints utilizing tools, training and problems solving skills as well as de-escalation techniques, conflict resolution skills and professionalism 15%- Provide helpful, professional, courteous assistance to all customers (Internal and External). 10%- Provide knowledgeable insight and information about our products by utilizing tools such as catalog and website. Upsells to Customers as designated. 10%- Interacts with other departments to resolve billing and shipping issues. 10%- Performs other clerical duties as assigned. Performs special projects as assigned.NATURE AND SCOPEReporst to SVP of Customer Service. No direct reports.ENVIRONMENTAL JOB REQUIREMENTSEnvironment: Located in a comfortable indoor area. Conditions could produce mild discomfort on occasion.Travel: Typically requires overnight travel less than 10% of the time.MINIMUM QUALIFICATIONSMust be eighteen years of age or older.Must be legally permitted to work in the United States.Education Required:The knowledge, skills and abilities typically acquired through the completion of a high school diplomas and/or GED.Years of Relevant Work Experience: 2 yearsPhysical Requirements: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.Additional Qualifications:- 2 years of Call Center and/or Contact Center experience required. - Must be PC literate and be proficient in typing as well as comfortable navigating a computer keyboard - Must have strong desire to help customers, work well under pressure and maintain a courteous, professional demeanor at all times. - Ability to learn and retain new information.Preferred Qualifications:Data Entry (5000-6000 key strokes per hour)Knowledge, Skills, Abilities and Competencies:- Microsoft Office knowledge - Ability to handle multiple tasks - Strong follow up & problem solving skills