HD Supply Lead Customer Service Associate in Santee, California
HD Supply (www.hdsupply.com) is one of the largest industrial distributors in North America. The company provides a broad range of products and value-add services to approximately 300,000 customers with leadership positions in maintenance, repair and operations. Through 44 distribution centers, in the U.S. and Canada, the company's approximately 5,500 associates provide localized, customer-driven services including will call, direct-ship options, diversified logistics and innovative solutions that contribute to its customers' success. With an active commitment to the communities in which we operate, HD Supply associates are part of a thriving organization that supports the virtues of wellness, diversity and inclusion – all of which are top priorities for the company. Equally as important is empowering our associates to grow professionally while providing competitive benefits and compensation. If you’re ready to find a rewarding career and achieve your full potential with a growing industry leader, HD Supply is ready for you!
Job Description & Qualifications
Provide mentoring and direction for a team of customer service associates responding to inquires regarding product selection, services and issues.
Major Tasks, Responsibilities, and Key Accountabilities
Problem solve and trouble shoot process issues specific to the business and/or for the enterprise.
Coordinates daily work assignments with Customer Service Associates by reviewing the phone queue and work schedules.
Resolves escalated issues by offering options, coordinating efforts with various departments to develop solutions.
Insure all proper procedures are followed through by staff. Provide guidance and direction to associates in the interpretation and administration of customer service policies and procedures
Use computerized system for tracking, information gathering, and/or troubleshooting
Serve as primary contact and liaison with internal and external customers.
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.
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.
Typically requires overnight travel less than 10% of the time.
Education and Experience
- Technical certification or associate degree may be required in some areas. Generally 7+ years of experience in area of responsibility.
Preferred Qualifications & Job Specific Details
- Industry product knowledge.
Job Locations US-CA-Santee
Posted Date 1 week ago (4/27/2021 3:30 PM)
Job ID 2021-42874
Business Unit Facilities Maintenance
Functional Area Customer Service
Remote Position? No
Position Type Full-Time
Posting Location : Postal Code 92071
HD Supply is an Equal Opportunity Minority/Female/Individuals with Disabilities/Protected Veteran and Affirmative Action Employer. HD Supply considers for employment and hires qualified candidates without regard to age, race, religion, color, sex, sexual orientation, gender, gender identity, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law.