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:
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Minimum Qualifications:
Must be 18 years of age or older
Must be legally permitted to work in the United States
Preferred Qualifications:
Minimum Education:
Preferred Education:
Minimum Years of Work Experience:
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Minimum Leadership Experience:
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Certifications:
Competencies:
Being Resilient
Self-Development
Tech Savvy
Manages Complexity
Situational Adaptability
Communicates Effectively
Customer Focus
Resourcefulness
