Customer Advocate Assistant

Purpose: Job Title:Customer Advocate Assistant Company:The Home Depot Supply
Requisition #:39960
Job Function:Customer Service
Employment Status:Full-Time
Travel:0
Relocation:No

Job Description:
Position Purpose


Under moderate supervision, the Customer Advocate Center (CAC)Assistant is responsible for maintaining the CAC database in regard to accuracy and timeliness of entries. She/he supports and assists the CAC Research Specialist and CAC Manager with administrative duties.

Major Tasks, Responsibilties, and Key Accountabilities

Extrapolate information from Advocate Feedback forms, phone conversations and e-mail, enter customer comments in Access database.

Submissions are prioritized and critical customer issues (i.e. potential loss of a MW customer account) are escalated to the Research Specialist and/or Manager for review.

Submissions that require interdepartmental action are forwarded to the appropriate department/person.

Assist with customer research (including but not limited to: tracking of packages, out of stock issues, payment discrepancies, returns, product inquiries and pricing).

Interact with appropriate department/person to recommend actions to achieve resolution and customer satisfaction.

Monitor issues and follow-up with appropriate department/person on entry action dates.

Identify current trends and "hot topics" from customer comment entries.

Perform other duties as assigned by Manager

Answer 800# and clear Advocate voice mailbox on a daily basis.

Responsible for in-coming and out-going department mail on a daily basis.

Monitor office supplies and reorder as necessary.

Submit payroll/attendance information bi-weekly.

Other administrative duties as assigned.

Nature and Scope - Typically reports to Manager Advocate Center

Environmental Job Requirements - The noise level in the work environment is usually very quiet.
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 Required - The knowledge, skills and abilities typically acquired through the completion of a high
school diplomas and/or GED.

Years of Relevant Work Experience - 1

Physical Job Requirements - 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.

Knowledge, Skills, Abilities and Competencies

In order to resolve the issues received in the Advocate Center, it is necessary to possess a strong working knowledge of Home Depot operational policies and procedures.

At minimum, a basic knowledge of Home Depot product line is necessary to appropriately respond to merchandise issues.

At minimum, a basic knowledge of Distribution Center operations is necessary to appropriately respond to shipping and delivery issues.

Able to type, use a computer keyboard and have experience using word processing, spreadsheet and database programs.

Able to read and interpret instructions, policies, procedures and customer comments.

Able to successfully prioritize and complete multiple tasks in a timely fashion including; implementation of assignments for successful completion.

Able to review, analyze and prioritize customer situations in regard to the proper resolution and response that each issue requires.

Able to effectively communicate (both written and verbal) with customers, associates (including DC personnel) and vendors/subcontractors in regard to appropriate action and follow-up of customer issues.
<il>Prior experience in a Customer Service environment is preferred.