Lead Customer Care Associate, Redi Carpet

Customer Care Manager

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

Work Environment

Education and Experience

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.