HR Services Contact Center Associate

Req180736 Position Purpose The Contact Center Associate works as part of a team in Home Depot's HR Service Center which provides quality customer service to Home Depot associates and managers through inbound or outbound calls, faxes or emails. Calls are related to pay and HR issues and ensuring the caller's needs are met in a timely manner. The contact center associate: Handles incoming calls, identifies and documents issues, processes the necessary transaction or escalates the issue to Tier II for further research and resolutionSupports organization changes through high volume transactional support as neededProcesses transaction requests received via call, mail, fax or emailProvides exceptional customer service Key Responsibilities 90% Handling inbound calls, identifying transaction processing needs, processing transactions and escalating issues as required.10% Special projects as assigned Direct Manager/Direct Reports Reports to Contact Center SupervisorNo direct responsibility for supervising others. Travel Requirements Typically requires overnight travel less than 10% of the time. Physical 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. Working Conditions Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable. Minimum Qualifications Must be eighteen years of age or older.Must be legally permitted to work in the United States. Preferred Qualifications Associate Degree, some college education or HR experience in a shared services environmentCase Management application experienceInterested in sharing knowledgeExcellent interpersonal skillsPatience, teamwork, self-motivated, upbeat and a great attitude; desire to always create a positive outcome; confident.Adaptable and flexibleHistory of punctuality and good attendance.Ability to use probing questions to get to the root of a problemExcellent interpersonal skillsBilingual Spanish is a plus but not required Minimum Education The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED. Preferred Education No additional education Minimum Years Of Work Experience 1 Preferred Years Of Work Experience No additional years of experience Minimum Leadership Experience None Preferred Leadership Experience None Certifications None Competencies Basic computer and phone knowledge (including experience with DOS applications)Exceptional customer service and phone skills and proven ability to perform in an unpredictable, fast-paced environment.Ability to navigate through multiple computer applications simultaneously during a callCareful attention to detailExhibits ownership and empowermentGood written and verbal communication skillsStrong typing skills Please mention the word **FAIR** and tag RMmEwMTo0Zjg6MWMxZTo4MzUyOjox when applying to show you read the job post completely (#RMmEwMTo0Zjg6MWMxZTo4MzUyOjox). This is a beta feature to avoid spam applicants. Companies can search these words to find applicants that read this and see they're human.