Core Agent (THD/JCP)
Consumer & Customer Care
Full Time
Augusta, Ga
2018-06-29

The Core agent is a critical member of the THD/JCP team responsible for assisting THD and JCP store associates with concerns and questions regarding THD and JCP orders, delivery and the manufacturer’s warranty for their consumers; ultimately driving consumer satisfaction and brand loyalty. This person will ensure that consumer issues are resolved in a timely, efficient, quality oriented, and professional manner.  This role contributes to enhancing the service we provide to the THD and JCP stores and consumers by giving assistance to resolve issues and educating them on the process for returns, replacements, repairs for product under the one year warranty.  This is an important and visible role requiring the incumbent to serve as the ultimate consumer advocate, as well as subject matter expert for The Home Depot employees.  

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Answer calls from delivery agents, store associates, and consumers
  • Negotiates resolutions with callers in a balanced manner utilizing the department goodwill guidelines
  • Accepts ownership of assigned consumer cases and resolves each case in a timely manner balancing customer satisfaction and shareholder assets
  • Provides guidance and support to consumers and store associates who are seeking advice and expertise on how to address consumer issues
  • Documents all consumer issues and questions to keep an accurate record of information given and received in all necessary systems that report to GE, THD, JCP, and Electrolux.  
  • Maintains Quality Assurance and Productivity goals, as well as other KPIs relative to caseload and issue documentation/tracking
  • Provides feedback on continuous evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency, and service to both internal and external customers
  • Other duties as assigned

Minimum Qualification

  • High School diploma or equivalent required, college degree strongly preferred
  • Minimum 2-year experience in order entry, logistics or customer service

KNOWLEDGE, SKILLS, AND ABILITIES

  • Makes good decisions based on analysis, experience, and judgment
  • Demonstrates patience while actively understanding situations 
  • High tolerance for stress and ability to maintain composure at all times
  • Makes effort to understand a situation before making judgments and acting
  • Effectively demonstrates attentive and active listening skills 
  • Reads situations quickly and can skillfully negotiate in tough situations 
  • Excellent oral and written communication skills
  • Exceptional customer service orientation
  • Strong de-escalation experience and knowledge of consumer goodwill processes
  • Strong decision-making, problem-solving, and analytical skills with particular attention given to detail and accuracy
  • Continuous improvement mindset
  • Intermediate knowledge of Microsoft Word and Excel