Customer Service Associates (CSA) are responsible for ensuring transactions are handled quickly and accurately. CSA's will interact with Customers and Associates over the phone and/or in store, to ensure that excellent customer service is achieved. They will work at the Service desk responding to general questions, finding customers the proper associates to assist as needed, setting expectations, facilitating all customer order types (Returns, BOPIS, BOSS, Will Call, Store to Store, Delivery) and resolving any issues that arise. Each associate has the responsibility of providing a safe working and shopping environment by following all safety policies and standards, completing specified safety training, immediately correcting hazards and unsafe conditions or reporting conditions to the Manager on Duty, and working safely as not to endanger themselves, co-workers, vendors, or customers.

• Support Customers
• Offer a friendly greeting to customers
• Answer and respond to customer phone calls and inquiries quickly, accurately and professionally
• Resolve customer complaints or involve the appropriate manager to ensure customer satisfaction
• Assist in picking/staging, releasing customer orders, answering customer questions (in person or via the telephone) for Returns, Special Orders, Installs, Deliveries, Will calls (Regular Merchandise, Special Order, Buy Online Pick Up In Store (BOPIS), Buy Online Ship to Store (BOSS) and Store to Store Pickup (Store to Store)) and Measure orders
• Verify customers are receiving everything they ordered, and all orders are being released properly
• Ensure all orders are properly located/staged with pick stickers attached
• Partner with MOD/Sales Departments to assist with Order Fulfillment as needed
• Inform customers of what to expect throughout their order life-cycle and keep customers aware of any changes or concerns that may arise on their order; partner with COS when necessary to resolve requests and issues quickly
• Familiar with current ads and promotions, including credit and special order/install offers and inform customers of these promotions as appropriate. Ensure customers understand THD warranty, customer order policies and Terms
• and Conditions as applicable.
• Drive Sales
• Follow-up on Special Services Priority Bin ensuring customer issues are resolved in a timely manner
• Follow-up on Special Services, BOSS, BOPIS and Store to Store Will Calls ensuring customer product pick up in a timely manner or returned to stock upon cancellation
• Take orders and make any order corrections in the computer, in person or over the phone
• Retrieve and complete customer orders (Regular Merchandise, Special Order, BOSS, BOPIS and Store to Store) at
• customer request
• Support Positive and Productive Work Environment
• Assist and answer associate questions (in person or via the telephone) for Returns, Special Orders, Installs, Deliveries, Will calls (Regular Merchandise, Special Order, BOPIS, BOSS and S2S) and Measure orders
• Effectively assist customers in all areas of the store and provide supplemental support to secondary departments as necessary
• Review front-end Special Order, BOSS, BOPIS holding areas, merchandise displays and overheads for proper restraints creating a safe display/storage of merchandise
• Maintain an uncluttered Customer Order storage area, ensuring that items are properly labeled/located and staged for customer pickup
• Cooperate with Associates, Supervisors, and Managers, and complete work activities as assigned
• Safety
• Follow all Safety Policies & Standards
• Immediately correct unsafe conditions or notify Manager on Duty
• Ensure that aisles and walking surfaces are safe
• Offer assistance to customers who are shopping in an unsafe manner
• Adhere to major and minor work rule policies regarding safety detailed in the Standards of Performance and other related Safety policies.

• Has no direct reports.

• Typically requires overnight travel less than 10% of the time.

• Must continuously stand or walk or regularly requires lifting/handling/carrying material or equipment of moderate weight (8-20 pounds).

• Usually in a comfortable environment but with regular exposure to factors causing moderate physical discomfort from such things as dust, fumes or odors.
• Associates may encounter an uneven walking surface due to temporary cracks in the floor
• Associates may have exposure to dust, gas fumes emitted by power equipment, and noise
• Associates may be exposed to external weather conditions, drafts and interior temperature changes, and slippery floors
• Associates may handle merchandise, supplies, and tools with sharp edges or that contain hazardous materials

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

• No additional qualifications

• The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.

• No additional education

• 0

• No additional years of experience

• None

• None

• None

• Quality Service - Makes customers the first priority, actively seeks out customers, greets
• all customers, offers assistance
• Product Knowledge - Demonstrates a high level of knowledge of products, services and procedures in assigned area and nearby departments, knows priority SKUs
• Solutions - Seeks to fully understand the customers' needs, provides customer with the best solution even if it involves a markdown, contacts other associates/leaders as needed;
• until customer's need is met
• Respect - Treats customers in a sincere, appreciative manner and thanks them for their business, minimizes their time in the checkout line, acknowledges waiting customers and thanks for shopping with The Home Depot
• Project Focus - Asks customers about their project and provides appropriate related items and services for total project, sells the whole project
• Selling Skills - Promotes products and services using Greet-Qualify-Recommend-Close, resolves customers' concerns; executes Good, Better, Best strategy