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Customer Care Associate - The Company Store (Remote)
Position Purpose:
The Customer Care Associate serves as a brand ambassador for The Company Store, providing high-quality, personalized service that consistently reflects our commitment to premium home comfort and quality. The position is directly responsible for creating an effortless customer experience by guiding customers through product selections—such as bedding, bath, apparel, and home décor—assisting with direct sales and order placement and resolving general customer inquiries. Representatives interact with multiple customers daily over the phone to execute sales and order inquiries, field questions regarding fulfillment or brand policies, and offer thoughtful product recommendations. Candidates are expected to deliver swift solutions, accurate product guidance, empathy, and strong attention to detail to build brand loyalty and increase the customer's likelihood to shop again.
What is The Company Store?
Acquired by The Home Depot in 2017, The Company Store is a premier direct-to-consumer lifestyle and home brand specializing in high-quality bedding, bath, apparel, and decor products. Operating as an e-commerce and catalog division within The Home Depot family, it expands the company’s reach into the online soft-goods and home décor market. Known for its heritage of craftsmanship, premium materials, and commitment to comfort, The Company Store complements Home Depot's core home improvement offerings by helping customers complete and elevate their living spaces.
Key Responsibilities:
- 20% - Connects - Where needed, acts as liaison between customer and manufacturer, as well as between customer and freight carrier. Partners with escalation group to obtain additional order support, customer follow-up, or handling of complex customer cases.
- 20% - Drives Loyalty - Drives customer loyalty by providing, excellent service, accurate product and service knowledge to customers and looks for ways to reduce customer effort in ordering, shipping, order inquiry and return/refund experiences.
- 20% - Efficiency - Meets or exceeds various performance requirements, including but not limited to: customer service skills, accuracy, schedule adherence, speed to resolution, etc. Other activities as assigned by leadership.
- 20% - Engagement - Answers inbound phone calls from customers, quickly assesses customer needs and proactively provides solutions with a high degree of accuracy. Provides superior customer service while handling inbound calls for product inquiry, order placement, and order follow-up.
- 20% - Support and Resolution - Informs inquiring customers about the status of their order, reconciles errors in a cost effective manner, resolves post-order issues such as returns, service failures, and in-store experience concerns.
Direct Manager/Direct Reports:
- This Position typically reports to the Supervisor, Contact Center
- This Position has 0 direct reports
Travel Requirements:
- No travel required
Physical Requirements:
- 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.
Working Conditions:
- Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Minimum Qualifications:
- Must be 18 years of age or older
- Must be legally permitted to work in the United States
Preferred Qualifications:
- 3 or more years of customer service or retail sales experience is preferred.
Minimum Education:
- The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.
Preferred Education:
- No additional education.
Minimum Years of Work Experience:
- 0
Preferred Years of Work Experience:
- 3
Minimum Leadership Experience:
- None
Preferred Leadership Experience:
- No previous leadership experience
Certifications:
- None
Competencies:
- Being Resilient
- Self-Development
- Tech Savvy
- Manages Complexity
- Situational Adaptability
- Communicates Effectively
- Customer Focus
- Resourcefulness
