GCC CSR - Post Sale Support (Remote) $19.25/hr ($10.00 + Incentive @ 6 mos)

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

Position Purpose:

Customer Service associates in this role support customers with post-sale questions, troubleshooting, warranties, escalations process, and issue resolution related to configurable custom window covering products. This is not a standard customer service role; associates are expected to investigate customer concerns, diagnose problems, determine appropriate solutions, create and manage customer cases, and serve as a liaison between customers, vendors, and internal partners to drive timely follow-up and resolution.

Successful associates are naturally curious, organized, and comfortable researching complex issues across multiple systems. They bring strong problem-solving, investigative, written communication, and follow-up skills, along with the ability to manage ambiguity, balance quality and productivity, and navigate detailed customer situations with empathy, accuracy, and ownership.

New hires receive six weeks of classroom training focused on products, systems, measure and install knowledge, troubleshooting processes, knowledge-based tools, and resource navigation. Classroom training is followed by two weeks of practical application using real-world customer scenarios, systems, policies, and hands-on experience with different brands and products.

After training, associates are assigned schedules that support business needs across the contact center’s operating hours, which are listed in Central Time: Monday–Friday, 7:00 AM–10:00 PM CT, and Saturday–Sunday, 7:00 AM–8:00 PM CT. Because this is a remote opportunity, schedule flexibility is essential, and preferred schedules may not always be available.

The compensation plan includes a guaranteed $19.25 per hour during months 1–6, allowing associates time to learn our processes, build product and systems knowledge, and develop the confidence needed to be successful in the role. Associates may have the option to move to the base plus incentive plan earlier if selected. Beginning in month 7, associates move to a $10.00 per hour base pay plus commission model designed to reward high performance, quality service, and consistent customer support.

About GCC: Global Custom Commerce (GCC) is a Home Depot Company focused on configurable home improvement products and interconnected selling, including custom window coverings through brands such as Blinds.com and more. Associates in this role will be connected daily to customers, vendors, internal support partners, and GCC teams who work together to research issues, manage post-sale follow-up, and deliver thoughtful solutions that support a strong customer experience. GCC’s culture is collaborative, customer-focused, and solution-oriented, with teams that value curiosity, ownership, continuous learning, and partnership across the business.

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

For California, Colorado, Connecticut, Rhode Island, Nevada, New York City, Ithaca (NY), Westchester County (NY), and Washington residents: