Customer Service Representative - CSO (Phones) Remote $18.00 Hr.

With a career at The Home Depot, you can be yourself and also be part of something bigger.

Position Purpose:

The Customer Solutions Voice Associate provides quality and professional 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 by answering questions about products, orders, and services available from and provided by The Home Depot.  The representative will interact with multiple customers over the phone on a daily basis and perform sales and product/order inquiry transactions, field questions about services or store experiences, and answer general product inquiries to callers. Representatives are expected to find ways to satisfy customer needs and to simplify the customer experience. A high expectation of customers include representatives' speed to solution, accurate information, empathy, and attention to detail. The representative will act in a way that positively represents the Company and increases the customer's likelihood to shop again.

What Is CSO?  Customer Solutions Operations (CSO)

Customer Solutions Operations (CSO) is dedicated to delivering seamless, empathetic, and efficient support to customers and associates across all channels, including in-store, online, and mobile. CSO teams focus on resolving customer issues, streamlining processes, and driving operational improvements by leveraging technology and collaboration. The organization is structured to remove friction, enhance experiences, and empower both customers and associates, ensuring every interaction reflects the company’s values and commitment to service excellence.

Key Responsibilities:

• 20% - Connects - Where needed, acts as liaison between customer and manufacturer, as well as between customer and freight carrier. Partners with escalation group to obtain additional order support, customer follow-up, or handling of complex customer cases.
• 20% - Drives Loyalty - Drives customer loyalty by providing, excellent service, accurate product and service knowledge to customers and looks for ways to reduce customer effort in ordering, shipping, order inquiry and return/refund experiences.
• 20% - Efficiency - Meets or exceeds various performance requirements, including but not limited to: customer service skills, accuracy, schedule adherence, speed to resolution, etc.  Other activities as assigned by leadership.
• 20% - Engagement - Answers inbound phone calls from customers, quickly assesses customer needs and proactively provides solutions with a high degree of accuracy. Provides superior customer service while handling inbound calls for product inquiry, order placement, and order follow-up.
• 20% - Support and Resolution - Informs inquiring customers about the status of their order, reconciles errors in a cost effective manner, resolves post-order issues such as returns, service failures, and in-store experience concerns.
   

Direct Manager/Direct Reports:

• This Position typically reports to the Supervisor, Contact Center
• This Position has 0 direct reports

Travel Requirements:

• No travel required
   

Physical 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.
   

Working Conditions:

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
   

Minimum Qualifications:

• Must be 18 years of age or older
• Must be legally permitted to work in the United States
   

Preferred Qualifications:

• 3 or more years of customer service or retail sales experience is preferred.
   

Minimum Education:

• The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.
   

Preferred Education:

• No additional education.
   

Minimum Years of Work Experience:

• 0
   

Preferred Years of Work Experience:

• 3
   

Minimum Leadership Experience:

• None
   

Preferred Leadership Experience:

• No previous leadership experience
   

Certifications:

• None
   

Competencies:

• Being Resilient
• Self-Development
• Tech Savvy
• Manages Complexity
• Situational Adaptability
• Communicates Effectively
• Customer Focus
• Resourcefulness