Experienced Field Support Associate II – Customer Service and Technical Support Specialist

About Us

At Workwarp, we're dedicated to delivering exceptional customer experiences that exceed expectations. As a leading provider of innovative solutions, we're committed to empowering our customers to achieve their goals. Our team is passionate about making a difference, and we're seeking a talented Field Support Associate II to join our dynamic team.

Job Summary

We're looking for a highly skilled and customer-focused Field Support Associate II to provide top-notch technical support and customer service to our internal and external customers. As a key member of our team, you'll be responsible for resolving complex issues, providing product and service knowledge, and exceeding customer expectations. If you're passionate about delivering exceptional customer experiences and have a knack for problem-solving, we want to hear from you!

Key Responsibilities

• Customer Support (40%): Assist internal and external customers through their shopping experience with Home Depot websites and mobile applications, providing solutions via phone, chat, email, and/or social networks.
• Issue Resolution (40%): Resolve complex problems involving multiple departments and/or vendors, following up with customers throughout the resolution process.
• Quality and Productivity (10%): Meet or exceed scorecard requirements for productivity and quality, ensuring that customer needs are met in a timely and efficient manner.
• Task Management (10%): Effectively and routinely balance multiple customers and tasks, prioritizing and managing time to meet customer expectations.

Requirements

To be successful in this role, you'll need to possess the following qualifications and skills:

Minimum Qualifications

• Age: Must be eighteen years of age or older.
• Work Authorization: Must be legally permitted to work in the United States.

Preferred Qualifications

• Education: College degree preferred.
• Experience: Prior Home Depot experience, knowledge of technologies and standard practices typically found in a call center environment, and knowledge of standard practices and terminology used in retail sales and/or the building materials industry.
• Skills: Advanced knowledge of Home Depot systems, such as QuoteCenter, eSVS, Store Systems, and MyCD, as well as excellent written and verbal skills, typing proficiency, and the ability to consistently provide outstanding customer service.

Competencies

To excel in this role, you'll need to demonstrate the following competencies:

• Customer Service: Skilled at consistently providing outstanding customer service, following through on responsibilities to internal and external customers, and recovering from any errors made.
• Problem-Solving: Demonstrated ability to complete projects and assignments accurately, catching errors before completion, despite a large workload, competing demands, and a fast-paced environment.
• Communication: Skilled at effectively assessing customer audience and adjusting style and tone of verbal and written correspondence to match that of the customer.
• Product Knowledge: Demonstrate broad-based knowledge of Home Depot product offerings and capable of and interested in attaining SME level product knowledge of the Home Depot department in which he/she works.

What We Offer

As a Field Support Associate II at Workwarp, you'll enjoy a dynamic and supportive work environment, opportunities for career growth and development, and a competitive compensation package. We're committed to helping our employees achieve their goals and reach their full potential.

How to Apply

Don't miss out on this exciting opportunity to join our team! If you're passionate about delivering exceptional customer experiences and have a knack for problem-solving, we want to hear from you. Apply now and take the first step towards a rewarding career with Workwarp.