JIL Success Stories
JIL Success Stories

Contact Center Trainer
Santee, CA
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Post Date: 11/17/17 Company: HD Supply
Compensation:   Contact:
Job Type: Full Time Phone:
Education: High School / GED Fax:
Experience: 6 months - 2 years Mailing Address:
Travel: Negligible
Reference: CA0MMHYyQI

Company Overview

HD Supply (NASDAQ:HDS) ( 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 500,000 customers with leadership positions in maintenance, repair and operations and specialty construction sectors. Through approximately 260 locations across 36 states and six Canadian provinces, the company's approximately 11,000 associates provide localized, customer-driven services including jobsite delivery, will call or 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

Job Summary

Responsible for performing a wide variety of customer care training and instructional activities and monitoring quality metrics for the center's call staff.

Major Tasks, Responsibilities and Key Accountabilities

  • Trains and educates associates on customer care center processes and operating procedures.
  • Monitors and measures calls for adherence to processes and metrics, and for accuracy of responses.
  • Prepares, issues and tracks reports of observations noted during audits.
  • Analyzes data to determine the root cause of defects. May perform audits warehouse inventory for correct product location.
  • Assists with QA monitoring, feedback and coaching.Provides feedback to Leaders in the DC on findings and partners to find solutions.
  • Assists in the implementation and auditing of the "Clean as you go Program".
  • May perform other duties as assigned.

Nature and Scope

  • Refers complex, unusual problems to supervisor.
  • Under general supervision, exercises some judgment in accordance with well-defined policies, procedures, techniques. Work typically involves regular review of output by a senior co worker or supervisor.
  • None

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.
  • Typically requires overnight travel less than 10% of the time.

Minimum Qualifications

  • Must be eighteen years of age
  • Must pass the Drug Test
  • Must pass the Background Check
  • Must pass pre-employment tests if applicable

Education and Experience

  • HS Diploma or GED, strongly preferred. Specialized skills training/certification may be required. Generally 2 - 5 years of experience in area of responsibility.

Preferred Qualifications & Job Specific Details

Preferred Qualifications

  • 1-2 years call center or customer care experience.
  • Prior training and instructional experience preferred.

PRID

PRID132

Job ID 2017-24697

Business Unit Facilities Maintenance

Functional Area Customer Service

Remote Position? No

Position Type Full-Time


 
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