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The Home Depot, Inc.

CUSTOMER SERVICE SUPERVISOR - INTERLINE BRANDS

The Home Depot, Inc. - Tulsa, OK

POSITION PURPOSE

Are you ready to make a positive impact every single day?

This position handles a variety of work arising from supervising the CSR team and Team Leaders. Supervisors manage the day-to-day operations of the contact center including staffing, performance management and meeting departmental goals. The Supervisor will need to demonstrate high proficiency in all product taxonomies and all IBI Brands.

MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES

Monitor and score calls; coach all CCR levels

Manage, train, and mentor call center Team Leaders and guide multi-brand CSRs to execute job duties

Assist in organizing and directing daily activities of center operations.

Resolve problems and complaints, monitor CSR and center performance

Assist in planning, scheduling, staffing, training, performance, and disciplinary reviews

Manage Service Levels & CCR phone adherence

Complete Performance Appraisals

Successful delivery of Special Projects

Communicate interdepartmentally

Contribute to all aspects of the hiring process

Day-to-day management of the contact center

Handle disputes & escalated issues

Independently learn Product and End Markets

Effectively manage and prioritize work

Contribute to building a positive team environment and keeping morale high

Support the Team Leaders in meeting monitoring goals

Train policies and procedures (and have the ability to travel as needed)

Review scorecards

Account Maintenance

Payroll

Become certified in 2 systems and all IBI Brands

Assist in providing special pricing to the sales department

Provide special handling for orders and credits

IT Testing

Other duties as assigned

NATURE AND SCOPE

The Customer Service Supervisor position reports directly to the Customer Service Manager.

ENVIRONMENTAL JOB REQUIREMENTS

ENVIRONMENT:

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

TRAVEL:

Typically requires overnight travel less than 25% of the time.

ESSENTIAL SKILLS:

MINIMUM QUALIFICATIONS

Must 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.

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.

PREFERRED QUALIFICATIONS:

4 years call center experience preferred

KNOWLEDGE, SKILLS, ABILITIES AND COMPETENCIES:

Desire to train, motivate and inspire staff by example

Strong computer and typing skills

24 months at any CCR level and some management experience

Web Support training completion

Trained in Key Accounts

Trained in all IBI Brands and all systems

Data Entry (5,000 - 6,000 key strokes per hour)

Microsoft Office knowledge

Strong analytical skills

Ability to multi-task

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

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8 days 23 hours ago

The Home Depot, Inc.

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CUSTOMER SERVICE SUPERVISOR - INTERLINE BRANDS The Home Depot, Inc. - Tulsa, OK, United States

   

Location: Tulsa, OK

Company Profile:
The Home Depot was founded in 1978 by Bernie Marcus and Arthur Blank. Along with investment banker Ken Langone and merchandising guru Pat Farrah, the founders’ vision of one-stop shopping for the do-it-yourselfer came to fruition when they opened the first two Home Depot stores on June 22, 1979, in Atlanta, Georgia. The first stores, at around 60,000 square feet each, were cavernous warehouses that dwarfed the competition and stocked 25,000 SKUs, much more than the average hardware store at that time. Empty boxes piled high on the shelves gave the illusion of even more product. From the start, associates were able to offer the best customer service in the industry, guiding customers through projects such as laying tile, changing a fill valve or handling a power tool. Not only did store associates undergo rigorous product knowledge training, but they also began offering clinics so customers could learn how to do it themselves. The Home Depot revolutionized the home improvement industry by bringing the know-how and the tools to the consumer and by saving them money.