Home Depot • Atlanta, GA 30309
Job #2683917032
Position Purpose:
The Bilingual Contact Center Associate works as part of a team in Home Depot's HR Service Center which provides quality customer service to Home Depot associates and managers through inbound or outbound calls, faxes or emails. Calls are related to pay and HR issues and ensuring the caller's needs are met in a timely manner.
-Handles incoming calls, identifies and documents issues, processes the necessary transaction or escalates the issue to Tier II for further research and resolution
-Supports organization changes through high volume transactional support as needed
-Processes transaction requests received via call, mail, fax or email
-Provides exceptional customer service
Key Responsibilities:
90% Handling inbound calls, identifying transaction processing needs, processing transactions and escalating issues as required.
10% Special projects as assigned
Direct Manager/Direct Reports:
Reports to Contact Center Supervisor
No direct responsibility for supervising others.
Travel Requirements:
Physical Requirements:
Working Conditions:
Minimum Qualifications:
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
Preferred Qualifications:
Associate Degree, some college education or HR experience in a shared services environment
Case Management application experience
Interested in sharing knowledge
Excellent interpersonal skills
Patience, teamwork, self-motivated, upbeat and a great attitude; desire to always create a positive outcome; confident.
Adaptable and flexible
History of punctuality and good attendance.
Ability to use probing questions to get to the root of a problem
Excellent interpersonal skills
Must be Bilingual Spanish/English (read, write, speak)
Minimum Education:
Preferred Education:
Minimum Years of Work Experience:
Preferred Years of Work Experience:
Minimum Leadership Experience:
Preferred Leadership Experience:
Certifications:
Competencies:
Basic computer and phone knowledge (including experience with DOS applications)
Exceptional customer service and phone skills and proven ability to perform in an unpredictable, fast-paced environment.
Ability to navigate through multiple computer applications simultaneously during a call
Careful attention to detail
Exhibits ownership and empowerment
Good written and verbal communication skills
Strong typing skills
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. - $0.00 - $0.00
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