Lead Customer Service Associate

Job SummaryProvide mentoring and direction for a team of customer service associates responding to inquires regarding product selection, services and issues.Major Tasks, Responsibilities, and Key AccountabilitiesProblem 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 ScopeProblems 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 EnvironmentLocated 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 ExperienceTechnical certification or associate degree may be required in some areas. Generally 7+ years of experience in area of responsibility.

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.