Home Depot • Atlanta, GA 30309
Job #2679964496
Position Purpose:
The Customer Project Coordinator Supervisor is primarily responsible for ensuring that the Customer Project Coordinators are providing outstanding service to our customers and ensuring that all their needs are met. The CCPC Supervisor must have a thorough knowledge of all policies, procedures, and duties related to the customer phone calls and transactions, special orders, change orders, installation coordination, third party returns, and ESVS. The CCPC Supervisor will be the liaison between the CCPC team and the field leadership team, communicating issues and concerns that need escalating as well as be responsible for weekly reporting of POC metrics to District and SSC. The CCPC Supervisor will provide effective training, recognition and performance management for all CCPCs to drive outstanding service to our Customers and District stores.
Key Responsibilities:
25% Answer and respond to customer phone calls and inquires quickly, accurately and professionally
Resolve customer complaints, involve appropriate store leadership or services field partner when necessary
Ensure CCPCs inform customers of any changes or delays to project
Prioritize work appropriately ensuring the hot customer issues
20% Ensure that service providers & vendors are providing order updates & adhering to the SLA
Coordinate with stores to ensure that product is pulled and staged for install-related will calls
Accurately document all interaction/communication in order notes
Coordinate installation inspections as needed
20% Partner with store and district leadership to make markdown decisions
Review and analyze ESVS to ensure that CCPCs are appropriately managing orders
Utilize all available tools to receive, review, respond and update information
Ensure CCPCs are accurately processing chargebacks, change orders/reworks, increases in scope and trip
5% Follow all work policies, support guidelines outlined in the Code of Conduct and adhere to work schedule
Cooperates with Associates, Supervisors and Managers and completes work as assigned
Build positive relationships with stores, vendors and service providers
30% Supervise CCPCs and oversee work activity
Communicate objectives to associates
Manage associate performance and development
Conduct Performance Reviews
Participate in interview process
Ensure CCPCs understand roles and responsibilities
Ensure all training is completed
Direct Manager/Direct Reports:
This position reports to District Manager.
This position has 7-10 direct reports.
Travel Requirements:
Physical Requirements:
Working Conditions:
Minimum Qualifications:
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
Preferred Qualifications:
Minimum Education:
Preferred Education:
Minimum Years of Work Experience:
Preferred Years of Work Experience:
Minimum Leadership Experience:
Preferred Leadership Experience:
Certifications:
Competencies:
Customer Service experience
Retail, Specialty Retail, Outside Sales or Trade experience
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. - $0.00 - $0.00
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