Home Improvement Company

Download Job Summary

This client is the world's largest home improvement retailer with nearly 400,000 orange-blooded associates and more than 2,200 stores in the U.S., Canada and Mexico. It is interconnected with an e-commerce business that offers more than one million products for the DIY customer, professional contractors, and the industry’s largest installation business for the Do-It-For-Me customer.

Job Duties: Sales and Customer Support Inbound Calls

Work Schedule

• Required minimum 20 hours per week (40 intervals)
  
  • 10 intervals (5 hours) on Saturday/Sunday/Combination
• Available
  
  • 08:00 a.m. – 12:00 p.m. EST, Sunday through Saturday
  • 09:00 a.m. – 05:00 p.m. EST, Sunday

Certification Criteria

Phase I

• 2 hours instructor led, 4 hours per day self-pace
• Pass all exams with an 80% or higher
• Complete a daily homework

Phase II

• 7 days of calls in 4-hour blocks
• Learners will take live calls for an hour, come back to Blackboard room to debrief, receive feedback, go back for calls
• One call a day is reviewed plus live feedback in Blackboard sessions
• Scored calls are practice only

Phase III

• Three days of live calls, two calls a day scored
• Must meet or exceed expectations on calls to pass
• Pass all exams with an 80% or higher
• Complete a daily homework

Program Equipment Requirements

• Windows 7, Windows 8 or Windows 10
• POTS hard line or digital phone line
• Noise canceling headset
• Unattached keyboard with function keys (example: F3, F12, etc.)

What To Expect

• Assisting customers with product questions
• Placing new orders
• Handling existing orders: returns and replacements
• Provide store specific support
• Contacting vendors for shipping information

Additional Information

This Opportunity Announcement (OA) is a summary of the applicable business opportunity. It is not a legal document nor a comprehensive review of all terms included in the applicable Statement of Work (SOW). Each SOW should be thoroughly reviewed prior to its execution. In the event of a conflict between the OA and the SOW, the terms of the SOW will govern. A thorough review of all policies prior to enrolling in the certification course is recommended.