Major Tasks, Responsibilities, and Key Accountabilities

• Coordinates daily work assignments with Customer Care Associates by reviewing the phone queue and work schedules.
• Problem solves and troubleshoots processes for escalated issues.
• Supports and leads the team by facilitating knowledge and participation in department incentive and initiative program(s)
• Resolves escalated issues by offering options and coordinating efforts with various departments to develop solutions.
• Insures all proper procedures are followed through by staff. Provides guidance and direction to associates in the interpretation and administration of customer care policies and procedures.
• Utilizes computerized system for tracking, information gathering, and/or troubleshooting.
• Audits and provides quality control on services levels, inputs, and error rates.
• Provides back up on all functions and performs other duties as needed.

Nature and Scope

• Problems are typically difficult and/or high impact. Troubleshoots complex support or operational problems for junior level associates.
• Under limited supervision, independently resolves issues and applies a variety of methods to develop customized solutions. May lead the daily operations of a department or team. Work typically involves infrequent review of output by a supervisor or direct customers of the process.
• Assists with supervisory duties but does not have hiring/firing authority. Trains, delegates tasks, and reviews the work of junior level associates.

Work Environment

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
• 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.
• No travel required.

Education and Experience

• Technical certification or associate degree may be required in some areas. Generally 7+ years of experience in area of responsibility.

Job Summary

Responsible for administering and providing oversight for a wide variety of Customer Care functions. Provide mentoring and direction for a team of customer care associates responding to inquiries regarding product selection, services and issues.

Major Tasks, Responsibilities, and Key Accountabilities

• Coordinates daily work assignments with Customer Care Associates by reviewing the phone queue and work schedules.
• Problem solves and troubleshoots processes for escalated issues.
• Supports and leads the team by facilitating knowledge and participation in department incentive and initiative program(s)
• Resolves escalated issues by offering options and coordinating efforts with various departments to develop solutions.
• Insures all proper procedures are followed through by staff. Provides guidance and direction to associates in the interpretation and administration of customer care policies and procedures.
• Utilizes computerized system for tracking, information gathering, and/or troubleshooting.
• Audits and provides quality control on services levels, inputs, and error rates.
• Provides back up on all functions and performs other duties as needed.

Nature and Scope

• Problems are typically difficult and/or high impact. Troubleshoots complex support or operational problems for junior level associates.
• Under limited supervision, independently resolves issues and applies a variety of methods to develop customized solutions. May lead the daily operations of a department or team. Work typically involves infrequent review of output by a supervisor or direct customers of the process.
• Assists with supervisory duties but does not have hiring/firing authority. Trains, delegates tasks, and reviews the work of junior level associates.

Work Environment

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
• 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.
• No travel required.

Education and Experience

• Technical certification or associate degree may be required in some areas. Generally 7+ years of experience in area of responsibility.

Our Goals for Diversity, Equity, and Inclusion

We are committed to creating a culture that promotes equity, respect, and advocacy for every HD Supply associate. We value the diversity of our people.

Equal Employment Opportunity

HD Supply is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.