Customer Care Associate II - FM

Responsibilities

• Responds to customer order and quotation requests received via telephone, e‑mail, written and faxed correspondence within department service goals.
• Performs necessary follow‑up to ensure customer service expectations are met.
• Builds relationships if assigned a specific customer base.
• 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.
• Utilizes in-depth product knowledge to answer more specialized product calls.
• May be responsible for outbound calls to vendors.
• 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 general supervision, exercises some judgment in accordance with well‑defined policies, procedures, techniques.
• Refer complex, unusual problems to supervisor.

Most of the time is spent sitting in a comfortable position with frequent opportunity to move about. Rare occasions may require moving or lifting light articles. Located in a comfortable indoor area. 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.
• Generally 2–5 years of experience in 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.

• 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 & Dismemberment 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.

Hourly: $19.62–$23.65 (depending on location/state).

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.