Customer Care Associate II (USABlueBook) - Atlanta, GA

• Responds to customer order and quotation requests received via the telephone, e-mail, written, and faxed correspondence within the department service goals. Resolves customer issues including issuance of credit concessions.
• Performs necessary follow-up to ensure customer service expectations are met. Builds relationships if assigned a specific customer base.
• Facilitates profitable growth and the sales process by adherence to department incentive and initiative programs.
• Researches and suggests alternative products to customers. Provides representation of products, increasing sales wherever appropriate or as requested.
• Uses computerized system for tracking, information gathering, and/or troubleshooting.
• Utilizes in-depth product knowledge to answer more specialized product calls. May be responsible for outbound calls to vendors.
• Selects correct processes from clearly prescribed rules, past practices or instruction. Seeks advice and guidance on non-routine or problem areas from supervisor. Deviations from the norm are cleared by the supervisor.
• Understands and supports compliance issues if required for assigned customer base.

• 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

• Previous customer service experience.

• Bilingual in English and Spanish.

Career Level Dimensions

Typical Training/Experience  HS Diploma or GED strongly preferred. Specialized skills training/certification may be

required. Generally 2-5 years of experience in area of responsibility.

Problem Complexity  Refers complex, unusual problems to supervisor.

Autonomy  Under general supervision, exercises some judgment in accordance with well-defined

policies, procedures, and techniques. Work typically involves regular review of output by

a senior coworker or supervisor.

Leadership  None.

Environmental Job Requirements

 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.

Provide customer service by responding to inquiries regarding product selection, services and issues. Associates will be responsible for knowledge on 20,000 products and 3 catalogues.

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

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.