Customer Service Representative (remote) - Bilingual English/french - Remote Eligible

Customer Service Associate

HD Supply, a subsidiary of Home Depot and one of the largest wholesale distributors in the U.S., provides a broad range of products to approximately 300,000 customers ranging from multifamily, institutional, hospitality, trade, government housing, healthcare, building services and education. The Customer Service Associate is responsible for delivering exceptional service and support to customers by handling inquiries, resolving issues, and ensuring a smooth and positive experience across all touchpoints.

Preferred Qualifications:

• Bilingual (English/French)
• Full-Time Schedule: Monday-Friday
• Proficiency in Salesforce, Office Suite or similar CRM
• Experience with customer service via phone/email communication
• Proven ability to work in a remote environment
• Must be able to pass a background check

Job Summary:

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

Major Tasks, Responsibilities, and Key Accountabilities:

• Responds to customer order and quotation requests received via the telephone, e-mail, written, and faxed correspondence within the department service goals.
• Performs necessary follow-up to ensure customer service expectations are met.
• 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.
• Resolves customer issues including issuance of credit concessions.
• Refers complex, non-standard problems to supervisor.

Nature and Scope:

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. Under close supervision, exercises limited latitude/independent judgment. Work typically involves detailed checks or close review of output by a senior coworker and/or supervisor.

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. No travel required.

Education and Experience:

HS Diploma or GED strongly preferred. 0-2 years of experience in area of responsibility.

Our Goals for Diversity, Equity, and Inclusion:

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.

Equal Employment Opportunity:

HD Supply is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status. HD Supply is an Equal Opportunity Minority/Female/Individuals with Disabilities/Protected Veteran and Affirmative Action Employer. HD Supply considers for employment and hires qualified candidates without regard to age, race, religion, color, sex, sexual orientation, gender, gender identity, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law.