Customer Care Associate II; USABlueBook - Waukegan, IL

Company Overview

USABlueBook is the recognized source of products and technical support for professional water and wastewater operators. As a company founded by utility operators, for utility operators, it remains the industry’s top technical and customer service leader.

USABlueBook (  ) is a division of HD Supply.

More About USABlue Book

USABlueBook was founded in 1991 when a certified operator, realizing there was no single‑source supplier to meet all of these product needs, decided to start a company that would do just that. Its dedication to providing exceptional service and support to water and wastewater operators everywhere made USABlueBook what it is today. As we continue to expand, our main goal remains the same – to ensure all of our customers "Get the Best Treatment!"

Hybrid (Onsite M-Th, Remote

F). Openness to travel is not required; candidates must be within driving distance of Waukegan. The role involves providing 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.

• Respond to customer order and quotation requests via telephone, e‑mail, written and faxed correspondence within department service goals.
• Follow up to ensure customer service expectations are met; build relationships with a specific customer base when assigned.
• Research and suggest alternative products to customers, representing products to increase sales where appropriate or as requested.
• Use computerized systems for tracking, information gathering, and troubleshooting.
• Resolve customer issues, including issuing credit concessions.
• Utilize in-depth product knowledge to answer specialized product calls; may be responsible for outbound calls to vendors.
• Select correct processes from prescribed rules, past practices, or instructions; seek advice and guidance on non‑routine issues from supervisor; deviations from the norm are cleared by supervisor.
• Understand and support compliance issues if required for assigned customer base.

• Refer complex or unusual problems to supervisor.
• Under general supervision, exercise some judgment in accordance with well‑defined policies, procedures and techniques. Work typically involves regular review of output by a senior coworker or supervisor.
• None

• Most of the time is spent sitting in a comfortable position with frequent opportunity to move about. On rare occasions there may be a need to move or lift light items.
• Located in a comfortable indoor area; unpleasant conditions would be infrequent and not objectionable.
• No travel required.

• Must be eighteen years of age.
• Must pass the drug test.
• Must pass the background check.
• Must pass pre‑employment tests if applicable.

• HS Diploma or GED, strongly preferred. Specialized skills training or certification may be required. Generally 2–5 years of experience in the area of responsibility.

• Ability to multitask smoothly and efficiently.
• Previous customer service experience.
• Industry product knowledge.
• Passion for customers and delivering top‑quality customer service.
• Ability to learn both independently and in group settings.
• Ability to work in a fast‑paced environment.
• Basic level knowledge of Microsoft Office tools:
  Excel, Word and Outlook.

CA, CO, CT, D.C., HI, IL, MA, MD, MN, NJ, NV, NY, OH, RI, VT, WA Job Seekers:

$19.62–$23.65 Hourly.

HD Supply provides the following benefits to all permanent full‑time associates:

• Medical (with prescription drug coverage), dental, and vision plans
• Health care and dependent care FSA (as applicable)
• 401(K) with company match
• Paid holiday, vacation, personal time, and wellness day
• Paid sick time
• Life and accidental death & dismantlement insurance
• Short and long‑term disability insurance
• Critical illness insurance
• Accident insurance
• Whole life insurance
• Commuter benefits
• Tuition reimbursement
• Employee assistance program
• Adoption and surrogacy assistance

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.

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.