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Bilingual - HR Services Contact Center Associate (Remote)

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<p style="text-align:left"><span class="emphasis">With a career at The Home Depot, you can be yourself and also be part of something bigger.</span></p><p style="text-align:inherit"></p><p style="text-align:inherit"></p><p><b><span>Position Purpose:</span></b></p><p></p><p>The Bilingual Contact Center Associate works as part of a team in Home Depot's HR Service Center which provides quality customer service to Home Depot associates and managers through inbound or outbound calls, faxes or emails. Calls are related to pay and HR issues and ensuring the caller's needs are met in a timely manner.</p><p></p><p><u>The Bilingual Contact Center Associate:</u><br>-Handles incoming calls, identifies and documents issues, processes the necessary transaction or escalates the issue to Tier II for further research and resolution<br>-Supports organization changes through high volume transactional support as needed<br>-Processes transaction requests received via call, mail, fax or email<br>-Provides exceptional customer service</p><p><br><b><span>Key Responsibilities:</span></b></p><ul><li>90% Handling inbound calls, identifying transaction processing needs, processing transactions and escalating issues as required.</li><li>10% Special projects as assigned</li></ul><p><br><b><span>Direct Manager/Direct Reports:</span></b></p><ul><li>Reports to Contact Center Supervisor</li><li>No direct responsibility for supervising others.</li></ul><p><br><b><span>Travel Requirements:</span></b></p><ul><li>Typically requires overnight travel less than 10% of the time.</li></ul><p><br><b><span>Physical Requirements:</span></b></p><ul><li>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.</li></ul><p><br><b><span>Working Conditions:</span></b></p><ul><li>Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.</li></ul><p><br><b><span>Minimum Qualifications:</span></b></p><ul><li>Must be eighteen years of age or older.</li><li>Must be legally permitted to work in the United States.</li></ul><p><br><b><span>Preferred Qualifications:</span></b></p><ul><li>Associate Degree, some college education or HR experience in a shared services environment</li><li>Case Management application experience</li><li>Interested in sharing knowledge</li><li>Excellent interpersonal skills</li><li>Patience, teamwork, self-motivated, upbeat and a great attitude; desire to always create a positive outcome; confident</li><li>Adaptable and flexible</li><li>History of punctuality and good attendance.</li><li>Ability to use probing questions to get to the root of a problem</li><li>Excellent interpersonal skills</li><li>Must be Bilingual Spanish/English (read, write, speak)</li></ul><p><br><b><span>Minimum Education:</span></b></p><ul><li>The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.</li></ul><p><br><b><span>Preferred Education:</span></b></p><ul><li>No additional education</li></ul><p><br><b><span>Minimum Years of Work Experience:</span></b></p><ul><li>1</li></ul><p><br><b><span>Preferred Years of Work Experience:</span></b></p><ul><li>No additional years of experience</li></ul><p><br><b><span>Minimum Leadership Experience:</span></b></p><ul><li>None</li></ul><p><br><b><span>Preferred Leadership Experience:</span></b></p><ul><li>None</li></ul><p><br><b><span>Certifications:</span></b></p><ul><li>None</li></ul><p><br><b><span>Competencies:</span></b></p><ul><li>Basic computer and phone knowledge (including experience with DOS applications)</li><li>Exceptional customer service and phone skills and proven ability to perform in an unpredictable, fast-paced environment.</li><li>Ability to navigate through multiple computer applications simultaneously during a call</li><li>Careful attention to detail</li><li>Exhibits ownership and empowerment</li><li>Good written and verbal communication skills</li><li>Strong typing skills</li></ul><p></p><p style="text-align:left"><b>For California, Colorado, Connecticut, Rhode Island, Nevada, New York City, Ithaca (NY), Westchester County (NY), and Washington residents:</b><br> </p>The pay range for this position is between $19 - $19

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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