Customer Care Associate II (USABlueBook) - Waukegan, IL

Company Overview 

USABlueBook is the recognized source of products and technical support for professional water and wastewater operators. As the company founded by utility operators, for utility operators. It is our goal to remain the industry’s top technical and customer service leader. 

 

USABlueBook ( www.usabluebook.com ) is a division of HD Supply. 

  

More About USABlueBook 

USABlueBook was founded in 1991 when a certified operator, realizing there was no single-source supplier to meet all of this product needs, decided to start a company that would do just that. It was his dedication to providing exceptional service and support to water and wastewater operators everywhere that made USABlueBook what it is today. As we continue to expand, our main goal stays the same - to make sure that all of our customers “Get the Best Treatment!”

Position
Remote (Onsite/hybrid when/as needed).
Need to be within driving distance of Waukegan.

Provide customer service by responding to inquiries regarding product selection, services and issues. Associates will be responsible for knowledge on 20,000 products and 3 catalogues.

Major Tasks, Responsibilities and Key Accountabilities

• Responds to customer order and quotation requests received via the telephone, e-mail, written, and faxed correspondence within the department service goals.
• Performs necessary follow-up to ensure customer service expectations are met. Builds relationships if assigned a specific customer base.
• Researches and suggests alternative products to customers. Provides representation of products, increasing sales wherever appropriate or as requested.
• Uses computerized system for tracking, information gathering, and/or troubleshooting.
• Resolves customer issues including issuance of credit concessions.
• Utilizes in-depth product knowledge to answer more specialized product calls. May be responsible for outbound calls to vendors.
• Selects correct processes from clearly prescribed rules, past practices or instruction. Seeks advice and guidance on non-routine or problem areas from supervisor. Deviations from the norm are cleared by the supervisor.
• Understands and supports compliance issues if required for assigned customer base.

Nature and Scope

• Refers complex, unusual problems to supervisor.
• Under general supervision, exercises some judgment in accordance with well-defined policies, procedures, techniques. Work typically involves regular review of output by a senior co worker or supervisor.
• None

Work Environment

• 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.
• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
• No travel required.

Minimum Qualifications

• Must be eighteen years of age
• Must pass the Drug Test
• Must pass the Background Check
• Must pass pre-employment tests if applicable

Education and Experience

•  HS Diploma or GED, strongly preferred. Specialized skills training/certification may be required. Generally 2 - 5 years of experience in area of responsibility.

Preferred Qualifications

• Ability to multitask smoothly and efficiently.
• Previous Customer Service experience.
• Industry product knowledge.
• Passion for customers and delivering top quality customer service.
• Ability to learn both independently and in group settings.
• Ability to work in a fast paced environment
• Basic level knowledge of Microsoft Office tools: Excel, Word and Outlook.

CA, CO, CT, D.C., HI, IL, MA, MD, MN, NJ, NV, NY, OH, RI, VT , WA Job Seekers:

Pay Range

$19.62-$23.65 Hourly

HDS provides the following benefits to all permanent full-time associates:

• Medical (with Prescription drug coverage), dental, and vision plans
• Health care and Dependent Care FSA (as applicable)
• 401(K) with company match
• Paid Holiday, Vacation, Personal Time, and Wellness Day
• Paid Sick Time
• Life and Accidental Death & Dismemberment Insurance
• Short and Long-term Disability Insurance
• Critical Illness Insurance
• Accident Insurance
• Whole Life insurance
• Commuter Benefits
• Tu